ComplaintsforPower Home Remodeling Group, LLC

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Power Home Remodeling to do several of my windows, replace siding and front door, a job which cost me over $30,000. My complaint is that when theres a warranty issue to be fixed, it takes 6-8 weeks to get an appointment. The door was done in February and the casing lifted shortly after installation. I called, they sent someone out in March who said he had the wrong color screws and that he would come back to fix it. Well, he never called or returned. I called again and got an appointment for today Sept. 9th at 9a.m. After waiting until 10:15, I called to find out what was happening. I was told hes running late and would be at my house between 11:00 and 11:30. I ran an errand and was back home by 10:50 only to be told that he showed up at 10:45 and left without fixing it. I called the company to have him come back because he was no further than 5 minutes away but was told he said hes not coming back. Not only was he late for the 9:00 am appointment but he showed up before the modified time that he set.They have the audacity to tell me that the next appointment is October 23rd after Ive been complaining since March! They never have to wait for the monthly payment. Its drafted promptly every month on time. Im tired of being patient with Power. They need to promptly fix what wasnt done right. Treat your customers better Power Home Remodeling!

  

  Business response

  09/19/2023

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Power's Warranty Service division is aware of the outstanding concerns with the entry door installed at your home and you are currently scheduled for service on the earliest available date and time.  If an earlier appointment becomes available a representative will be in contact with you to make alternative arrangements.  We apologize for any delays in rectifying the concerns with the entry door and look forward to having everything taken care of for you soon.

  Thank you,

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

  Customer response

  09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Power Home Remodeling Group LLC didn’t complete the job of putting a top cap on my lower windows for which they were paid do do.

  

  Business response

  08/30/2023

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Power representatives have been in contact with you about the window installation and have already offered an explanation for why the area in question can not be covered.  The windows are installed correctly and all four sides of the windows are capped in aluminum coil, as is customary with Power's window installations.  The portion you are requesting be covered is a steel lintel and those can not be covered or capped in aluminum coil or any other material.  Lintels are found over openings in brick homes and their primary function is to allow any water behind the brick to drain out over the top of the opening.  Without a lintel, water would be able to drain back into the house through the top of the window opening.  If Power were to cover this in aluminum, it would effectively negate any ability the lintel has to drain water out over the top of the window and would instead hold water there.  This would slowly cause the lintel to rust and deteriorate over time until you eventually experienced a window leak due to the lintel degrading enough that it no longer is able to drain water away from the house.

  For Power to offer a lifetime product and labor warranty, the windows must be installed in the manner that they were.  Power will not cover the steel lintels anywhere on the home for this will almost certainly cause a leak in the future.

  Thank you,

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

  Customer response

  09/06/2023

  The windows that Power Home Remodeling removed had the top cap on lintel. At no time did they inform me that they dont cover this until after windows were in. Every brick house in the area has this top cap on their windows. Powers stored my windows for 3 months. I believe they lost the top caps for my windows during storage. 

  

  Business response

  09/07/2023

  Good morning,

  Power did not store your old windows for 3 months, they were disposed of with the rest of the job-related debris after the window installation was completed at your home.  Covering the steel lintel at the top of the window opening is the incorrect way to install a window and Power will not cover the lintels at the top of the windows, regardless of how many other homes in the area have done so.  This will create a leak in the future and Power will not jeopardize the integrity of it's window installation or your lifetime warranty coverage in an effort merely to match aesthetics.

  If you wish to have this done by a 3rd party that is your prerogative.  Power will not be responsible for any leaks associated with the new work performed and Power is on record that it does not recommend such work be done to the home.  Power will not be responsible for any costs to complete the work or for any damages as a result of it.

  Thank you,

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

  Customer response

  09/27/2023

  [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:
  Powers home remodelers at no time explain to me that they do not do top lintels. Because if they had I wouldn’t have hired them. I didn’t say they stored the windows that were removed. They stored the new windows for over three months. The top lintels were lost just like one of bottom caps was lost. I review some of Powers former jobs the brick houses had top lintels installed. So not only are they a crappy company they lie to. Look on face book you will see the sorry work they do.
  
  Regards,
  
  ***********************
  

  Customer response

  10/20/2023

  First the company has never addressed my complaint. If I had read their sorry reviews I would never have hired them. The loan company should not have paid them until I was satisfied. There was incentive for them to do the job correctly. They are a dishonest company who banks on being paid first and could care less if the job is done right.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a warranty claim over two years ago, provided the customer service rep with all the numbers needed to replace the windows with a broken seal. Around a year after the claim of supply chain issues, although they stopped at my house to try and sell me new windows many times during this period, they replaced one window and had an installer go through the house again and submit all the other windows needing replacement. I have called multiple times and have been told it is in queue. I have been extremely patient, and that patience has now run out. I spoke with customer service again on 8/22/2023 and they informed me they are still on order. I asked for a supervisor to call me as this is getting ridiculous. Nobody has returned my call. I want these windows replaced under their warranty as I am looking to put this house on the market.Thanks ***

  

  Business response

  08/29/2023

  Good afternoon,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash order for your home was placed with our manufacturer and we are still waiting for the order to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement sashes is taking so long to arrive at our local installation office in Philadelphia.  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your order is scheduled to be delivered to our local office in Philadelphia  later this 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,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  08/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm insanely tired of the PWS (or whatever they're calling themselves these days) Canvassers coming by and pushing me into setting up the "free estimates"....EVERY SINGLE YEAR.... And I tell the people the SAME THING - EVERY YEAR ....: We have foundational problems that need to be remedied FIRST- Gimme a card, and I'll call YOU; WHEN IM READY...But still- every year I'm back on the list and always taken away from something I'm doing (for nearly an hour sometimes.....or late for work)... Because THEY DON'T GET THE FUXING MESSAGE I had to "THREATEN" Legal Action this time to get them to leave the property- and I'm considering putting up signage 'no trespass/soliciting'..only I don't know if that would help

  

  Business response

  08/23/2023

  Good afternoon,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Power has added you to their national "Do Not Knock" list.  This change may take up to 72hrs to go into effect, at which time Power's local marketing office in Philadelphia will become aware that you are no longer interested in hearing about Power's current sales or promotions whenever they are in your community.  We apologize for any inconvenience .

  Thank you,

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

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contract Date: 09/11/2014 Installation Date: 04/24/2015 Total Cost: $9,934.84 My wife and I purchased windows from POWER (Home Remodeling Group) some time prior to COVID two of our windows became compromised and needed to be replaced. So I immediately contacted POWER regarding this issue and at that time a representative of POWER Warrantee Svcs. stated to me that POWER will gladly replace any damaged windows asap to honor POWER's LIFETIME WARRANTE on all POWER's Products!I called POWER back after the President and the Governor removed the restrictions of COVID and opened up the country/city. This time I was given a date(s) 9/25-10/10 around 9:00am to which POWER would be able address our concerns; IT NEVER HAPPENED!I've made every attempt to contact POWER and have been very patient even though I have been made to feel like I am being played for a FOOL! Every time I call POWER I get the run around. One time I was told POWER was experiencing production issues and that everything was backorder, yet I would see POWER installing windows on my street and throughout my community! INSULTING!! I called POWER again the excuse was "My windows are special order", isn't everybody my point is NO TWO WINDOWS ARE THE SAMEYOU ALREADY HAVE THE MEASUREMENTS JUST DO IT!

  

  Business response

  08/09/2023

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  The replacement window sashes for your project have already been manufactured and delivered to Power's local installation office in Long Island.  A representative from Power's Warranty Service department has left messages with you to schedule the service to replace the sashes but Power has not received a response to confirm a good date and time.  At present, Power has you scheduled for the replacement to take place on 8/18/2023.  If this date does not work for you, please contact Power's Warranty Service department at the phone number below and a representative will be happy to assist you with a better date.

  Thank you,

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

  Customer response

  08/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had contacted Power Home Remodeling Group in early April due to siding damage as a result of high winds which occurred on Saturday, April 1, 2023. I was provided a claim file (******* **-*****) and supplied pictures and all detail requested on the nature of the damage. As the workmanship is covered under an installation warranty, repairs were scheduled for Saturday, July 1, 2023. This scheduling of repair was already 3 months from the date of the damage. An repair tech arrived as scheduled on July 1, however noted that he could not climb a ladder and perform the repairs without help due to the height. It was clearly noted that the repair was on the gable front peak. I was told I would receive a call to re-schedule on 7/5. This did not occur so I called on 7/7 and was told I'd get a call. Again - no call. I called again on 7/11 and spoke to *******. She rescheduled repairs, but NOT UNTIL NOVEMBER 2nd! This is an unacceptable duration of time to wait and obviously this company does not want to stand behind their warranty. I asked to be connected with a manager and was told I would receive a call in 24 to 48 hours. At this point, I am engaging the BBB because as of today, 7/18 at 11:55 AM I still have not received a call as promised and am not happy with the poor customer service and inability to stand behind their work. I want the siding repaired and the work completed which was expected to have occurred on 7/1 after already waiting for three months.

  

  Business response

  07/24/2023

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  At this time, Power's Warranty Service department has you on the schedule to have the siding concerns rectified on the earliest available date and time.  Given the time, equipment and labor required to make the repair properly, Power is unable to provide an earlier date at this time.  Fortunately, based on the photos of the concern provided, there appears to be no risk of the home incurring any type of damage or water infiltration from the loose siding in the meantime.  If an earlier service date becomes available a Power representative will be in contact with you to make alternative arrangements.  We look forward to having the siding concerns resolved for you as soon as we can.
  

  Thank you,

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

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased windows in 2014. Having an issue with the warranty on 12 windows. Originally called them on Feb. 11, 2022 to file a complaint. I called on April 21st 2022 to find out where we stood. At that time, I was told that the order that I called in, in February 2022 was never placed. ******* puts the order in, in April 21st 2022. They told me that, they set up a delivery date for November 4th 2022. I received a call on November 3rd, cancelling that appointment, but was told that the order was still confirmed to be on order. They gave me a delivery date of April 20th 2023. On April 20th 2023 they sent out a supervisor, ******* who said at that point he would place the order. (I was very confused because on April 21st 2022 I was told the order had been placed). On June 20th 9 out of 12 of the windows arrived. On June 30th they sent out an installer who installed those 9 windows. However, it has been 14 months since I placed my original warranty claim and I am still missing 3 of the windows. One of my windows you can not see through at all. My complaints have fallen on deaf ears. When I call they will not escalate my complaint. I am very dissatisfied with the service they have been providing.

  

  Business response

  07/05/2023

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  The 12 replacement window sashes, 3 of which were previously dropped off and the remaining 9 that were just brought out to the home, have been provided and installed as promised.  A follow-up order that was just placed in April of 2023 has not been manufactured and delivered to Power's local installation office in New Jersey as of the date of this response.  As soon as the remaining sashes are manufactured and delivered a Power representative will be in contact with you to schedule their replacement.

  Thank you,

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

  Customer response

  07/06/2023

  [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: Your efforts are fake.  Twice you dropped off windows weren't the right size. I sent them home with you installer. So don't pretend to be helpful.
  
  Regards,
  
  *******************
  

  

  Business response

  07/27/2023

  Good morning,

  The window sashes dropped off on 6/20/2023 were installed by Power's Installation Manager on 6/30/2023.

  If you have any additional concerns with the window project at your home please reach out to Power's Warranty Service department at the phone number below.

  Thank you,

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

  Customer response

  08/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I am still missing an additional 3 Windows.  One front window(non crank) and 2 dining room windows(one crank and one picture).  This was part of the original order.  This is not something new.  Go back and look at the re-order by your representative on 4/40/23.  This was the order that I placed ORIGINALLY in February 2022 and when it wasn't done, again in April of 2022 and then again April 20, 2023.  I have been waiting for a long time.  You have been less than cooperative.
  
  Regards,
  
  *******************
  

  

  Business response

  09/13/2023

  Good morning,

  All of the remaining window sashes needed to service your window project are on order.  As soon as the final order is manufactured and delivered to Power's local installation office in New Jersey a representative will be in contact with you to schedule their replacement.  We appreciate your patience and look forward to having everything resolved for you soon.

  Thank you,

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

  Customer response

  09/15/2023

  [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:You have used new vendors to replace some of the previous windows.  Why aren't you using new vendors to replace these 3 windows.  I first contacted you in Feb 2022 and then Apr. 2022.  The excuse then was that they were backed up because of covid.  Covid is long over.  You are making a vey weak effort if any to get replacements.  You put me through the wringer especially when you never ordered the windows when I requested them.  Then fake sent out a Supervisor to follow up the wrong windows that were sent ( and you knew it). You just lie to your previous customers.

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

  

  Business response

  09/27/2023

  Good morning,

  All of the sashes that have been replaced in the home in the past were replaced with sashes manufactured by the same manufacturer that made the windows.  While Power partners with several different window manufactures at this time, the only manufacturer that can and will warranty a window is the original.  Powers relationships with other manufacturers has no bearing on your project, the manufacturing lead times for replacement parts for your project, or Power's willingness to service your project.

  Thank you,

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

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Windows purchased in 2010. Whole house. By 2020/21 the front picture window developed a seal leak. Turned out 9 windows failed throughout the house. A year later, The Picture window replacement is literally 9 inches wide! Half the other windows are not even in the order. I'm promised the rest within 3-6 months. They can't help me right now. I call back and get through to warranty and they have my order but can't tell me anything until the wndows are made. 6 months later, I ask what windows they have listed on the order. Three windows are missing INCLUDING the picture window. We correct it. For the last 8 months with the same response, "we're working on it." I'm given promises of phone calls from Managers, Supervisors and even someone name *********************** apparently the COO.  No one EVER calls me back. No one knows WHEN the windows may show up or even be manufactured. I scheduled an appointment for new windows to be ordered. He tells us the windows can be here within a month if we order today. I ask how long warranty work is currently taking. He tells us less than 6 weeks from time of filing and inspection to delivery. I thank him for his time.I get a call from someone named **** no one has a last name and when asked they will not tell you. ** tells me he is working on my window order and has placed a "RUSH" order on it. I inform him they have been "rush ordered" for over 2 years and ask how this rush order is any different. He tells me because HE is working on it. I asked who he is and all he can tell me is his first name. I request a replacement with new windows from the new manufacturer since they are supposedly covered for life and this has been going on for more than 2 years. I inform ** that one of the companies reps has already been here so I've done all the leg work on this. All he has to do is convert the visit into a sales order. ** tells me THAT is not going to happen. These business practices

  

  Business response

  06/28/2023

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  A Power representative was in contact with you on 6/23/2023, four days before this complaint was filed, to schedule the service appointment to replace the defective sashes.  A Power Installation Manager is scheduled to be on-site on 7/25/2023 to complete the repairs.  We look forward to having everything resolved for you then.

  Thank you,

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

  Customer response

  07/08/2023

  Complaint: ********
  
  I am rejecting this response because:

  For more than two years Power Home remodeling has done little more than talk and promise.  

  I reject this response as the company has failed to uphold it's duty under the expressed warranty attached to the windows.  Calling to set an installation date when the windows have not been manufactured yet is spurious at best.  When their own representative states that warranty work for "new orders" is being performed in one month or less and my claim takes over two years, then simple call to "set and installation date" is not sufficient to settle this claim.

  My warranty claim has not been given the importance it deserves.  For more than 2 years the company has stalled and failed to provide the service promised in our contract.
  
  Regards,
  
  *******************************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2022, I called about warranty replacement for 14 sashes - that's right "14" not one or two. I was told then that there was a ***** month backup. I heard nothing at 12 months or 14 months. I have been in touch with their warranty department and they still can't tell me when my windows will be done. We are now 16 months in and they can't or won't even give me an estimate. They say that they are in contact with the manufacturer daily, but still can't give me an estimate as to when they might be ready. That is really all I want. I have been lied to by 3 or 4 different customer "service" reps - "we are on top of it", "we're keeping a close eye on it", "a manager will call you back in 24 hours", "we don't have the number for the manufacturer". The customer service rep refused to contact the manufacturer to see where I am on the list. I looked up the number of the manufacturer ( it was easy enough, I'm surprised that the warranty dept. doesn't have it). I called the manufacturer myself and was given the same run around. "we can't give out information on Power warranty products, I suggest that you call Power. The original rep told me that there are thousands of warranty orders (makes you wonder about their workmanship) and they are working on them in order that they are received. In today's computer world, I don't think it would hard to take a list and filter it by my last name and miraculously discover where I am on the list. I have put in a request again for a manager to call me. We'll see if and when it happens and whether he/she is truly a manager or just another customer "service" drone.

  

  Business response

  06/23/2023

  Good afternoon,
  
  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.
  
  The replacement window sash orders for your home were placed with our manufacturer and we are still waiting for the orders to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the orders for the replacement sashes are 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 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,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business guaranteed an effective product and lifetime warranty. After installation problems and product issues we have had flooding due specifically to their poor installation which they acknowledged and have yet to reimburse for damages after telling us they would it has been close to two years there is also a damaged product that was promised to be replaced which has also been not completed for a couple of years. We have had a water damaged room and a cracked window and they keep letting us know it will be taken care of but they do not do so and they keep passing our call through different office and only call us to sell us more products and services.

  

  Business response

  06/23/2023

  Good morning,

  Thank you for taking the time to contact us about your remodeling experience. We take feedback from homeowners like you very seriously. I apologize for any frustration or aggravation this issue may have caused. I have reviewed your complaint and personally looked into the matter.

  Power representatives have already been in contact with you with regard to both concerns.  On 5/25/2023 Power had requested that you provide the information on the damage you experienced at the home and to date has not received any information on it.  Without the details of the concerns and the extent of the damage Power can not facilitate any kind of repairs or reimbursements.  Power representatives also already have you on the schedule for a service appointment on 6/28/2023 to replace the defective window sash.

  Once you have compiled the information requested related to the damages at the home and send them to the appropriate department a Power representative will follow up with you to discuss the next steps.

  Thank you,

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

  Customer response

  07/06/2023

  [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 service date they have told me they have us on schedule passed and no one came to service us and no one reached out for an explanation. The communication they had with us in May did not resolve any issue. They have received a list and pictures regarding the damages and keep telling us to speak with someone else and no one resolves the issue. If they truly took what we said into consideration they would have reached out. 
  
  Regards,
  
  ***********************************
  

  

  Business response

  07/27/2023

  Good morning,

  Power is scheduled to be on-site on 8/4/2023.  We look forward to having everything resolved for you then.

  Thank you,

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

  Customer response

  08/17/2023

  [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:

  While they did come on 8/4 several hours late they were not able to solve the issue and no one has reached out about the damages and ways to resolve the matter. The matter has not been resolved. 
  
  Regards,
  
  ***********************************

  

  Business response

  09/13/2023

  Good morning,

  Power's ****************** is aware that the replacement glass unit was damaged during the service on 8/4/2023 and another replacement was ordered at that time.  Power is still waiting for a delivery date for the order for the replacement glass and will be in contact with you to schedule the follow up service appointment as soon as one is made available by the manufacturer.

  Thank you,

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

  Customer response

  09/15/2023

  [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:

  While they acknowledge they made a mistake there has been no suggestions to ensure this doesn't happen again, and there is no date yet for the fix. Most importantly there has been no response in regards to reimbursement for the damages due to improper installation, so we can repair what's has been damaged. 

  I do not know why the company fails to handle this issue and if they don't have another way to fix the window then it is likely that we will have the same issue as we had last time. We need both of these issues resolved, one is not sufficient. 
  
  Regards,
  
  **********************************

  

  Business response

  10/17/2023

  Good morning,

  Power's Warranty Service department has been in contact with you and a service has already been scheduled for 11/20/2023 to replace the glass.  We look forward to having everything resolved for you then.

  Thank you,

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

  Customer response

  11/20/2023

  Theaat message I received from the business was that they would take care of the issue today. They have failed to do so yet again. Neither the damage or the reimbursement have been settled. Please help us

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