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:02/25/2025
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 need windows in my house fixed and cannot get a hold on power the come and fix them
Business Response
Date: 03/05/2025
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 most recently been on-site to address concerns with your windows on 9/7/2023 and 2/12/2024. Power representatives have also spoken with you in regard to your more recent window concerns on 10/15/2024, 1/6/2025 and 2/25/2025. During the most recent communication, you cancelled the upcoming service that Power had scheduled with you for 3/12/2025.
If you are still experiencing issues with any of the windows Power installed in your home, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Initial Complaint
Date:02/23/2025
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.
TO: Better Business Bureau (BBB)Business Headquarters Location BBB serving ************************************************************** ***************************************************** phone number:************** We purchase windows from Power Home Remodeling in 2015 with a Lifetime warranty. Little did we know they would not see services repairs within our *********** June 2024-07-20 we placed our first call to repair a picture window as, the insulated unit failed, moisture was showing inside of the unit. I spoke with ******* *******, *************) of Power Home Remodeling and was told it would be 4-6 months as there was a backlog due to COVID. With no other option we had to agree. I was provided the service tracking number: 31-54613.About three months later the side window of the same unit began to fail. I place a second call and spoke with ******* ******* again. I was told the new request would be added to the original account request. About a month later (when we anticipated the repair work to be performed) ******* ******* 'called us' to say it will take another 2-3 months for the first request and 6 months for the new request. In addition, she added that, because the original window manufacture (during Covid) was bought out/taken over by a new company, and there is an extended delay. ******************* Products: *******************************************************: ************ Just last week (2025-02-15) ******* ******* 'called' again to inform us both orders will take another 6 months.This is totally unacceptable for warranty work. I decided to search the internet and unfortunately we are not the only ones to establish a complaint for the length of time for warranty work. To date, there has not been any effort on Power Home Remodeling to address and make repairs. I have also attached the original email showing the initial conversation. There have been no further emails from Power Home Remodeling. Assistance appreciated Thank you,**** ******* ********, **Business Response
Date: 03/03/2025
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.
Powers *************************** was provided an estimated completion and delivery date for the replacement window sash orders for your home and a representative has been in contact with you to schedule a service to install the replacement window sashes. We apologize for any delays due to the aforementioned reasons and look forward to having your window concerns resolved for you soon.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 03/04/2025
To Mr. ********************* have all correspondences sent to me via email which, you have on file. Once the repairs have been complete I will be happy to close out the case.If you have any questions please feel free to reach out accordingly.
Regards,
**** *******
Customer Answer
Date: 03/06/2025
[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: 22979661
I am rejecting this response because: I have yet to receive an email stating when (a firm date) Power Home Remodeling will be scheduling the replacement window panes (1-picture & 2 side panes) to be replaced. I will agree to close the case once they show up with the windows.
Regards,
**** *******Business Response
Date: 03/07/2025
Good morning,
Power's Installation Manager will be happy to provide you with any relevant paperwork regarding your window repair during your scheduled service appointment.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 03/20/2025
Hi,
It has only been two weeks. It takes that much time for Power to reply. I had updated this case and stated that Power has not emailed me nor have has anyone left any voicemails as to when (a specific date) a representative would be sent to fix the windows and please do not to close the ticket until I have heard from them, and updated the ticket stating Power has kept their word.
This is shameful that the BBB has closed this ticket which has such impact on many that use BBB as a guide for future work with Power.
I am very disappointed with this BBB reporting site.
**** *******
Customer Answer
Date: 03/20/2025
Hi BBB,
The below response for Power Home Remodeling is the only communication that has been received via the BBB portal. What good is the BBB if they close the cases unresolved. PowerHRg has never reached out via email not left any voicemails to rectify the contract issue. I fell the BBB has failed in the responsibility by closing out the ticket when the business has not provided any further response, other than to say "We will contact the coustomer." which never happens. This company has a known history of avoiding their responsibility and the case should be re-opened based on these facts.
This is what so wrong in this country and unworthy of having an organization that does not hold the business responsible for their action and failure to abide by their contracts.
Extremely disappointed.
******* *****
*********************************************************************
MESSAGE FROM BUSINESS:
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.
Powers *************************** was provided an estimated completion and delivery date for the replacement window sash orders for your home and a representative has been in contact with you to schedule a service to install the replacement window sashes. We apologize for any delays due to the aforementioned reasons and look forward to having your window concerns resolved for you soon.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/01/2025
It has only been two weeks. It takes that much time for Power to reply. I had updated this case and stated that Power has not emailed me nor have has anyone left any voicemails as to when (a specific date) a representative would be sent to fix the windows and please do not to close the ticket until I have heard from them, and updated the ticket stating Power has kept their word.
This is shameful that the BBB has closed this ticket which has such impact on many that use BBB as a guide for future work with Power.
I am very disappointed with this BBB reporting site.
**** *******Business Response
Date: 04/01/2025
Good morning,
The service appointment is scheduled for 6/23/2025. This information was relayed to you on 2/17/2025 by Powers *************************** and the service appointment date has not changed.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/01/2025
[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 ID: ******** - Original BBB ticket (was stated as closed) which was never updated by PowerHG, until today, 4/1/2025.Today's new case: Complaint ID: *******
PLEASE DO NOT ALLOW THE **** TO BE CLOSED
I am rejecting this response because:
This conversation of promises never kept ,has been going on for 11 months. First, it was 3-4 months wait then, 6-8 months and now ongoing until June 2025, almost a full year later. If PowerHG wants to delay until that date, PLEASE DO NOT ALLOW THE **** TO BE CLOSED until, PowerHG has fulfilled their responsibility to replace the three (3) defective insulated window panes under warrantied window work.
If I must wait a year then, it seem only fair to hold them by the contract they have sold, not only to me but the many others that are going through the same thing. You ask how do I know others are also affected? Well, it has taken almost a year so, there must be many, many other customers suffering the same indignation as myself. I perform contracting work for 25 years and never once was a customer ever made to wait such an extended amount of time.
I do hope PowerHG does keep their word and not an ***** FOOLS joke: as, (and maybe not myself), this is the hallmarks of a typical class action law suit.
Regards,
**** *******Initial Complaint
Date:02/23/2025
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.
4 Windows are leaking water from the outside in. We called Power corp less than a month after install about one of the leaks. That was April of 2024. We were told they would not show up for the repair until October of 2024. They have never showed up. We had it repaired by someone else. There are still 3 windows leaking. They also have done severe damage to the inside of my home resulting in having to spackle and paint every room over. Damage was also done to the outside of the home, Siding & capping damaged. No response from Power corp.Business Response
Date: 02/27/2025
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 Installation Managers were on-site on 4/30/2024 and 6/4/2024 and did not discover any issues with the windows or the installation of the windows as you have described. You have not contacted Power since to indicate that you have been experiencing issues with the work completed at your home. If you are experiencing any issues or have any concerns, please reach out to Powers *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 03/03/2025
The first time Power returned to our home to bring screens that needed to be replace damaged screens at installation. Although promised within a couple days this took approximately six weeks and numerous phone calls to Power. The second time Power came to our home was a salesman stopping by to sell more product. I explained to him in full detail our problems and the leaking window that was running down the wall and reported to Power in march of 2024 and was told we were scheduled for October of 2024. to wait 7 months for a leaking window is ridiculous. The salesman told me he would bring my complaint directly to Power and said they should be there faster. That never happened and we had the repair done. Besides the window leaks these others issues including the damaged J channel and bent screen need to be addressed. All the other damage that was done by Power inside and out had to be repaired by us at our cost. Power had told us all there installers go through professional window installation training. The installers sent to my house were not trained professionals and in fact did more damage than good. One window that was completely finished according to them was not installed crooked and I had to point it out to them and have them fix it on the spot. We called Pella directly and was told by Pella that there are many problems with Power and upholding their warranty.Customer Answer
Date: 03/15/2025
Hello, I did respond with photos immediately after emailed back from BBB.Business Response
Date: 03/28/2025
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 Installation Managers were on-site on 4/30/2024 and 6/4/2024 and did not discover any issues with the windows or the installation of the windows as you have described. You have not contacted Power since to indicate that you have been experiencing issues with the work completed at your home. If you are experiencing any issues or have any concerns, please reach out to Powers *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 03/31/2025
[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: 22979438
I am rejecting this response because: The 2 times Power came to the house was 1 to drop off damage screens and the 2nd time was a salesman stopped by and I spoke to him about my issues with the windows and was told he would pass it on. Well that never happened. We did call power about one leaking window in April and was told by Power they would not be able to come until the following October, REALLY. We had that fixed by someone else as it started to damage the wall. The pictures shown now are in need of repair and replacement. The crew that was at our house did more damage and did not speak english but we were told they go through training. I doubt that. Something needs to be done about this issue as no one should pay $29,000.00 for a incomplete damaged job.
Regards,
**** ******Business Response
Date: 04/01/2025
Good morning,
Powers *************************** has not been made aware of any new or on-going concerns with the window project completed at your home. As previously stated, if you wish to discuss the completed window project at your home, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 04/03/2025
Hello, My point was that we could not communicate with the work crew working in my home. There was no personal opinions meant by the statement submitted previously just to relay the difficulty we had with this contractor.Customer Answer
Date: 04/14/2025
I sent a response immediately after I received the message. I think the BBB is not an efficient company. Thanks for nothing!!!!!!!!!Initial Complaint
Date:02/21/2025
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 Remodeling is in breach of contract. They missed their installation dates, and they did not cancel the project in writing within the time frame supplied in the contract. The contract was signed on 9/4/2024 with the installation date of 9/23/2024. As of 2/21/2025, there has been no additional information from Power Home Remodeling, and prior to taking the company to court, we would like to offer them the opportunity to buy out their breach of contract issue with us. Additionally, as of 2/21/2025, we have not taken this to social media, news outlets, nor retained the services of an attorney.Business Response
Date: 02/27/2025
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.
Your project was cancelled due to concerns you expressed with regard to the windows and doors installed previously at your home and the effect that the work and equipment that an entire siding project may have on the home may cause additional damage. No monies were exchanged and no work has been performed and neither part is under any obligation to continue. We apologize for any inconvenience this may have caused and wish you the best in remodeling your home.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 02/28/2025
[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: 22972117
I am rejecting this response because:That is not true.
1) At no time did we decide to cancel the project.
2) As of 2/28/2025, there has been nothing received in writing that would indicate that the project was cancelled.
3) We told you to use the alternative way of removing the siding to prevent damage to the driveway, walkway, and patio deck.
4) The reasons that we were given for "postponing" the 2nd project was that (1) you hadn't completed the first project and been paid; (2) you didn't feel comfortable moving forward; (3) you felt that we had too many issues with the current project (4) your representative ***** was just making up things as he was at our home.
Note: All of this was documented and sent to corporate, so they knew that we were unhappy with *****, and that we had not cancelled the project. You didn't show up when you were supposed to and had told us that it was postponed until the 1st project was completed.
Based on the contract that both parties signed, you are in breach of contract, as you did not do the work as promised, you did not submit a change order advising when the work would be postponed until, and you were past the date where you were able to cancel the project that was signed off on.
Once again, as of 2/28/2025, there has been nothing at all received by mail, by phone, or by email to indicate that this project was in fact cancelled. Because of your breach of contract, that is why we put the price tag so high, since we had done the work to redo our garage and there has been no protection on it since September 2024 when you were supposed to do the work. We hurried to get that work done before the siding project was set to commence. We even had arranged with Georgia Power to remove our connection to the power grid temporarily while you all redid all the siding on the home, as you had advised, and luckily got it cancelled before the take down was started.
Regards,
***** *******Business Response
Date: 03/07/2025
Good morning,
We apologize that Power can not be the home remodeling contractor that you need right now. We wish you the best in your home remodeling endeavors.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Initial Complaint
Date:02/20/2025
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 purchased a replacement panel for my custom sliding door on 1/14/25. I was was given a price of ********. When the service tech came out on 2/20/25 to replace it, he told me they only gave him the glass and not the entire door panel. I previously purchased the same door on 8/18/22 for the stationary panel at a price of ********. I was told when ordering this new one that the price difference was due to it being the active door panel vice the stationary that was purchased in 2022. I just called the company to find out if this is a mistake and they then informed me that the door is no longer being made so they could only get the glass. When i inquired about having to pay for the entire door, they tried to tell me that the glass panel is the same price as the entire door.Business Response
Date: 02/27/2025
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The price charged for the sliding glass door repair was correct. The manufacturer of your door is no longer manufacturing that line of sliding glass door, however Power is able to source suitable replacement glass on your behalf from another supplier. The price of the repair reflects this suppliers pricing for the material, which is different from what your original manufacturers pricing was in 2017. Additionally, the original sliding glass door purchased in 2017 was over $3,000, not the price indicated in the complaint.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 02/28/2025
[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: 22966851
I am rejecting this response because: the original complaint was not for the entire door. It was for a replacement panel that i purchased on 9/18/2022. The cost of that replacement was ********. When i ordered this panel on 1/14/2025 i was told that it would be slightly higher because it was the movable panel vice the stationary panel. I was never told at that time that i would be getting just the glass. I was never told that is was discontinued either or given a chance to shop around for a "glass piece" which i am sure i could have gotten cheaper for another source.
Regards,
***** And ***** ******Initial Complaint
Date:02/19/2025
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.
Do not do business with this company. I must warn any potential consumer. No ethics. During winter 2023, I installed 9 windows with Power. About ******* 2024, I noticed condensation in between the glass, on the bottom trim. Condensation means leaking of ********* put in the pane. I emailed photo and they sent someone to confirm. Once confirmed, they scheduled a replacement during spring. I put it on hold, as when weather is not cold, I would not be able to verify the condensation during spring. Now is Februry 2025, to my surprise some of the condensation does not show up. Some still has. So I called, and ask them to bring in the device that one of the call representative told me last yeat. But now this call representative completely denys everything. First, he said, after the review of photos, they decided there is no leak. Condensation does not mean leak. Then I challenged his ethics, if it is your window, would you say the same. Then he changed his speech, there is no condensation in the photos at all. Well, there is no more I could say to this moron, but write a honest review here in BBB.Business Response
Date: 02/25/2025
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 reviewed the several photos that you submitted to the *************************** and a ********************** Installation Manager has also been on-site twice since the windows were installed in November of 2023 and there are no signs of low-e failure or seal failure or of any kind of leak. The moisture you are seeing on the interior pane of glass in the window is condensation. The condensation is forming because of excess moisture in the air in the home, the window itself is not creating this moisture. Much like when you take a water bottle out of the fridge and leave it on the counter and moisture forms on the outside service of the bottle, your windows energy efficient properties mean excess humidity in the home can not neutralize by escaping through or around the window and thus condenses on the surface of the window. This condensation can be easily remedied by reducing the amount of moisture in the home through any means available; dehumidifiers, turning down the humidistat if one is installed on your HVAC system, leaving blinds or drapes open so the air over the window can circulate better, re-direct air from nearby registers so that they do not blow directly over the window surface if the register is located directly below a window, or several others. The *** has some great resources on-line that can walk you through all of the possible sources of humidity in your home and how to reduce it. Unfortunately, because this is naturally occurring in your home and because the windows are neither the source nor cause of the humidity, Power will not be able to assist you any further in your efforts to reduce the humidity in your home.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 02/25/2025
[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: 22961238
I am rejecting this response because:The condensation is in between the layers of glass, not outside.
Regards,
**** *****Customer Answer
Date: 02/25/2025
[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: 22961238
I am rejecting this response because:The condensation is in between the layers of glass, not outside.
Regards,
**** *****Customer Answer
Date: 02/25/2025
[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: 22961238
I am rejecting this response because:The condensation is in between the layers of glass, not outside.
Regards,
**** *****Business Response
Date: 02/26/2025
Good morning,
That has not been the case during any of Power's previous service visits, nor was it observed in the photos obtained by Power during those services or in the photos you were able to provide to Powers *************************** in the past.
If you are experiencing a new issue with your window that you wish to have addressed, please reach out to Power's *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Initial Complaint
Date:02/18/2025
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.
Called on window repair which at the time of purchase was told I had a life time warranty when I called for repair was told the company they get there windows from was no longer honoring warranty repair I would have buy window and they would install it not what I purchased should get half my money backBusiness Response
Date: 02/19/2025
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The lifetime guarantees provided to you for the window projects completed at your home consist of a product warranty and a labor warranty. Power, as the installing dealer, provides the labor warranty. The product warranty is offered through the manufacturer, not Power. Power does not manufacture windows and instead is partnered with several window manufacturers who offer warranties for the products, much like a car warranty is offered by the vehicle manufacturer and not the dealership from which you bought the car. The manufacturer of your windows, ***************************, is both no longer producing the line of window that was installed in your home and is under new ownership and that ownership group has made the decision to no longer honor the product warranty associated with your windows. This was not a decision that Power had a hand in, nor is it one that Power supports, however as the provider of the warranty it is their prerogative to do so under the terms of the warranty as they are written.
Because the product warranty is void, Power incurs a cost when ordering replacement parts for your windows. Whereas the replacement parts would have been free under warranty in the past and therefore no cost would have been passed on to you, now Power does incur a cost. In an effort to mitigate the downstream effect of this change to Powers customers, ********************** has elected to eat some of this cost and is only charging a portion of the product cost to you, the homeowner. That cost is outlined in the quote that your received from a Power representative on 2/11/2025 and that quote is good for thirty days. Powers labor warranty is still in full effect and the labor cost to replace the defective window sashes in your home is still covered at no cost.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 03/03/2025
This has NOT been resolved. Have heard NOTHING from this company!Business Response
Date: 03/07/2025
Good morning,
Power's response to the complaint filed is attached to this complaint. Additionally, the reason for the charge, the process for resolving your service concerns, and the amount of the charge were given to you on 12/11/2024.
If you wish to move forward with the repairs at the cost provided, please reach out to Power's *************************** and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Initial Complaint
Date:02/13/2025
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.
Initial contract stated payment wouldn't be due till completion of project and one of the windows was defective upon Initial install yet they had me sign document stating they came and did the work and someone will have to complete the job when the replacement window was sent by manufacturer which was nearly a month later and the inspection was also failed due to not being notarized. I was told that they would come back to get the necessary document notarized and complete the window therefore complete the job. They completed the window replacement yesterday yet a payment had already been withdrawn along with $200 interest when I have other means of paying down the principle to avoid the high imteest amount but neither powerhrg says I shouldn't have signed the document if I wasn't satisfied I guess I should've had a lawyer review it. They also took my door k**** and smart lock which I dont have any knowledge of authorization.Business Response
Date: 02/18/2025
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The project was financed and the bank through which you have secured financing has billed you for the project because you completed and returned all of the necessary paperwork to do so. This paperwork clearly outlines that by signing, you are acknowledging that the work has been substantially completed, you are satisfied with the work, and that the completion paperwork will be submitted to the bank so that the financed amount can be released. Copies of these completion forms with your signature are attached. The outstanding window service was completed on 2/12/2025 and the project passed inspection on 1/15/2025. Power has reached out to your local building department for a notarized copy of the inspection report on your behalf.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 02/28/2025
Has not been resolved.Initial Complaint
Date:02/13/2025
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 called Power Home Remodeling to schedule a Free Home Estimate for a few exterior items we need completed on my wifes rental property. I spoke with a ***resentative that couldnt complete that simple task due to the fact that he deemed that my wife needed to be onsite for an Exterior Front Door ***lacement and Exterior Shutters ***lacement estimate. I explained that my wife is working and works late and trust my decision making. He refused to schedule the Free Home Estimate. I did not know in the State of Colorado that a sales *** at Power Home and Remodeling could classifying me as a minor without decision making authority to get an estimate? I dont need my wife present with any other company I have called to do business with? Usually a company asks that all decision makers are present this sales *** deemed as a requirement for some simple exterior estimates????Business Response
Date: 02/18/2025
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.
It is Powers wish to meet with all homeowners or decision makers whenever Power is providing an estimate for a project at your home. Powers sales presentation is more extensive than simply providing a price for work and it is Powers preference that we are the ones to deliver that message to anyone that Power is building a relationship with. This policy has nothing to do with your ability to make decisions as an individual. We apologize for any inconvenience this may have caused.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 02/18/2025
Complaint: 22937280
I am rejecting this response because: I am trying to help your company out. All we need is a Front Door and Shutters. It is a really simple straightforward job. A presentation is really overdoing it. We dont need the wow factor on this request. By getting a simple new front door and shutters would have been the wow factor and presentation.
Regards,
****** And ***** ****Business Response
Date: 02/20/2025
Good morning,
We apologize for any inconvenience, however given the many styles, options and colors of shutters and entry doors that Power offers an estimate appointment is not as short or straightforward as you have indicated. If you are still interested in information on Power and Power's offerings, we would be happy to have a representative contact you in order to arrange an appointment to discuss all of the various options with you and any other stakeholders in the home.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Initial Complaint
Date:02/12/2025
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 purchased a 50 year roof through a marketing team that works for Power Home Remodeling. The employees showed us pictures of our roof that needed replacement. I am a disabled veteran permanent & Total, the photos looked like they needed replacement and we were sold on the promise that the nails would not be placed the way the original wooden panels show in photos. The day the roof got installed, I had to bring in the wooden panels that were left outside in rain. I have issues being disabled and did not want molded wood, They panels were brought into my garage and I was told they were inspected panels. These panels were the panels that were to be used on my roof. Two of them were "inspected" and passed and were completely cracked. I called and made a complaint about this in which they told me they would refund the panels. I was pleased with that until when the job was completed those " refunded" panels were not used on our house. The wood was not extra, but we were told only two wooden panels were replaced. I paid 36,000$ for a new roof and wanted all the roof to be replaced. I have cracks in the wood still and the photos clearly show that nothing was done right. When I made complaints, everyone said it was wrong but technically safe. I do not feel safe with this roof, I also do not feel safe using this company if they handle this wrong I feel they will handle the 50 year warranty wrong if something else happens. I would like to resolve this for many reasons, for one it is wrong plain out and I should be paying very little to nothing for this after what is being done as well as the roof being completed. I would like to request BBB to see for themselves how this is being handled and what they consider a job complete. This roof failed four point and now if I want to sell my home I have to deal with that angle. I am attaching the photos of the roof. Thank you, I hope that you all can help resolve this issue.Business Response
Date: 02/13/2025
Good morning,
Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
The roofing project completed at your home was installed correctly, in accordance with the roofing manufacturers guidelines. Your Power labor warranty and your GAF material warranty are both in good standing and in effect. Your local building department was on-site on 2/12/2025 and the roofing installation passed their inspection, which you were advised of on Thursday 2/13/2025. There are no serviceable concerns with the roof and the roof is performing as intended. If you have any concerns with the roofing project in the future, please reach out to Powers *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 02/13/2025
[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: 22933934
I am rejecting this response because: I attached the photo's of the email I sent to the office located at ******************************************. As a disabled veteran I was not able to understand the sign language or language spoken by the employee that had to enter the house to fix roof. I was told by manager ob site only two panels were used and that was due to cracking. Clearly, in the photo's sent to the offuce located at ****************************************** shows cracking and visable damage. The whole roof was supposed to be replaced and that included the panels shown to us in slide show. The manager on site said this was not done correctly. At this point, I am the one who has the information and will use it in court. I would like the roof to be done correctly and an ammended price to be added to the job not done correctly. I would like a response to the email sent out and I would like to be told in writing those photos meet your standards so I can then provide a correct rating according to your standards if the job indeeds matches the standards. I also made note of when my complaint was made first to stop the process from moving forward. Instead of letting the inspector know, the company proceeded and failed the four point due to not placing permit correctly. At that point, Power Home Remodeling should of taken the complaint and stopped the process like I requested.
Regards,
****** ********Customer Answer
Date: 02/13/2025
These screenshots are part of the email sent over that has no response.Customer Answer
Date: 02/13/2025
These are voicemails sent to my wifes phone, not even my phone but we are now resorting to leaving messages only on her phone. These recordings are basically them saying they see nothing wrong with the photos even though everything is clearly wrong cracking, nails, areas where calcium deposit is visable etc.Business Response
Date: 02/18/2025
Good morning,
As previously stated, based on prior inspections by both Power Home Remodeling and your local building department, everything is installed correctly and the roof is performing as intended.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************Customer Answer
Date: 02/19/2025
[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: 22933934
I am rejecting this response because:
As previously stated,I have recordings of everyone on site speaking and the actions spoken do not meet the contract written and agreed upon. If you would like to be pulled into court and have them presented to you and then shown this email response I would be happily able to meet your standards. One should not speak if they themselves were not there especially when the information is in my hands. The "passing" was not done correctly and the management sent to our house used terminology phrasing such as "Did they even go in the attic" and "wow this is not done correctly." I wonder why such initiatives were taken for something done correctly but that is why we have civil court as well as organizations that work for state. If I present the recordings, at this stage, what will your response be on this email my kind *** who was not at the location and I have never met before.
Regards,
****** ********Business Response
Date: 02/20/2025
Good morning,
You have been advised by both Power and your local building department that the roof is installed to code, the roof is installed correctly, and the final inspection performed by your local building department was passed. We hope you enjoy your new roofing system and that it gives you many trouble free years. If you have any concerns if the future regarding the roofing project installed at your home, please reach out to Powers *************************** at the phone number below and a representative will be happy to assist you.
Thank you,
**** *******
Director of Customer Support
********************** Home **********************
O: ***************
*****************************
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