Complaints

This profile includes complaints for Power Home Remodeling Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Power Home Remodeling Group, LLC

  2501 Seaport Dr Fl 4 Chester, PA 19013-2249

  
• 

  Power Home Remodeling Group, LLC

  747 N Shepherd Dr Ste 800 Houston, TX 77007-1336

  
• 

  Power Home Remodeling Group, Inc.

  1740 Corporate Dr STE 800 Norcross, GA 30093-2910

  
• 

  Power Home Remodeling Group, LLC

  701 Forest Point Cir STE A Charlotte, NC 28273-6631

  
• 

  Power Home Remodeling Group, LLC

  4135 Crescent Park Dr Riverview, FL 33578

  

The 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:01/15/2024

  Type:Service or Repair Issues
  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.

  Purchased 17 windows with a lifetime guarantee and within a year water has somrehiw got in between the panes. After calling the company, I was told it would be 6 months or more for a replacement. I called again today to get an update and its going to be 3 more months.

  

  Business Response

  Date: 01/19/2024

  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, the replacement window sash for your home is on order with Power's window manufacturer and is tentatively schedule for completion and delivery to Power's local installation office in Maryland.  A Power representative has been in touch with you and a service to replace the defective sash under warranty has already been scheduled.  We look forward to having the concerns with the window in your home resolved shortly.

  Thank you,

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

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  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.

  After my windows and doors were installed I had issues with the door shutting properly. I called in August and was given a date in November to fix the problems. When the representative came he did a temporary fix but then said he wouldn’t be able to come back out until march to replace and fix the door’s ability to shut properly. Making me go through the winter months with a door that doesn’t shut properly and lets my heat go out the spaces around my closed door. I called customer service and they stated that that time was the best they could do.

  

  Business Response

  Date: 01/09/2024

  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.

  A Power Installation Manager was on-site on 11/10/2023 to perform a service at the home for concerns with the windows and the door.  There are outstanding concerns with the entry door that require replacement parts and material to complete the repair, all of which has been placed on order with your door manufacturer.  At the present time, the follow-up service is scheduled for 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 appreciate your patience and look forward to resolving your concerns with the entry door as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We met with business. Set up to have windows installed, time to Indio 8am to 10am, no one showed up, no one called So I called them to fine out hat was going had to call 4 times before someone gave me a phone number to call to see what the issue was. The person I talked with had no idea what was going so we said nope cancel the job, we are no longer interested. We gave them a second chance again, promised 8 to 10, job down by 3 again no show, no phone call. I had to call to fine out what was going on no call back, someone showed up at our front door an hour an half later threatening my wife. For ov3r a month now have been harassed with threatening phone calls. We do not trust this company anymore. We canceled doing business with its them. They don't show up when they say they will, they feel they can show up when they feel like it, weather is the only thing that could cancel and both days were nice and sunny. No excuse not to come. Now its nothing but threats, phone calls, people pounding on our door etc. We are done but the threats keep coming. Both my wife and I are diabled. I am a disabled veteran.

  

  Business Response

  Date: 11/30/2023

  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's local installation office in Boston is aware of your concerns with the window project that was scheduled to be performed at your home and is aware of your desire to cancel the project.  Whether you wish to move forward with the project or cancel the project, Power can not legally oblige without discussing certain matters with you and having the appropriate paperwork signed and dated, which is why Power representatives have continued to try and contact you.  If you wish to see the matter to an amicable resolution, please return the voicemail or e-mail that has been left with you regarding the status of the project and a Power representative will be happy to assist you.

  Thank you,

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

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  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.

  Purchased windows 11/16/2016 with a life time warranty. A Power person rang the door in 1/2023 to talk about siding I told him I was not happy with the windows as they were leaking. He said no problem they are under a lifetime warranty and can be replaced at the same time as the siding . So many managers later and people talking about the siding I kept asking about the windows, could not get a specific date as to when they would arrive. No one ever said it would take place 18 months later. If that was the case I would never have invested additional money and had the siding done. I found such a run around with these windows and still have not received the bay and two sides. They use the excuse that covid has affected the flow. Funny how the rest of the world has opened up and moving forward but this company is still using Covid as an excuse. I am extremely upset about the run around and lack of communication from Power and the bay and side windows looking horrible for the past 12 months.

  

  Business Response

  Date: 11/21/2023

  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 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 orders are scheduled to be delivered to our local office in New Jersey later this winter.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer Answer

  Date: 12/12/2023

  This complaint has not been handled.  The Bay window is a mess and Power windows refuses to give a date when it will be replaced.  .

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  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.

  Bow window and front door October 24, 2023 Paid $16,240.22 Lifetime warranty Dispute: shutters on bow window are not flush against siding (sticks out in middle); inside of front door is sloppy looks like an unfinished puzzle the bottom frame should extend the entire width of the door Power claims to fix the problem in 6 months. NOT ACCEPTABLE!!!!Account/order ********

  

  Business Response

  Date: 11/17/2023

  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 Service department is aware of the cosmetic concerns with the interior trim work around the entry door and the shutters that were installed on the home and a representative has already spoken with you about when and how Power intends to to resolve those concerns.  At this time, the service date provided is the earliest available service appointment.  Should an earlier appointment become available a Power representative will be in contact with you to make alternative arrangements.  We look forward to having your concerns with the project addressed as soon as possible.

  Thank you,

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

• Initial Complaint

  Date:09/10/2023

  Type:Order Issues
  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.

  This issue has been ongoing since 2010 when we purchased these lifetime warrantied windows. The company was Power Windows and Siding, now known as Power Home Remodeling. We purchased their windows in 2010-and with them were given a lifetime replacement warranty, with the companys promise that they would be replaced for life should their be any issues. Shortly after purchase, we developed a hazy film in two windows. They were replaced. Again 6 months later, three more windows were foggy with a spattered looking inner glass pane. We have had the windows taken out and exchanged for new ones at least three times. We again requested three more replacements in 2021, and the companytold us that because of Covid, they were behind on replacements. We were patient due to the pandemic, but that was two years ago. Either they refund us $6,000.00 to replace the ones that are fogged up and we will use another company- or they need to get out here and replace the windows now. I emailed them in mid August.and someone named ***************************** said we would hear from someone in warranty production- that was over a month ago. I will attach bills and correspondence - they are avoiding making good on their low quality, expensive, lifetime warrantied windows. Please help.

  

  Business Response

  Date: 09/25/2023

  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 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

  Customer Answer

  Date: 09/28/2023

  [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:
  We have been ignored and given untruths through this entire process.  Years and years of excuses, multiple emails, phone calls- these windows have been nothing that was promised by our salesman- they are poor quality and continue to have issues- even the already replaced ones have issues.  Rather than a lifetime warranty of replacing these windows over and over again, I suggest that PHR give us our $9,000 back.  That is what we paid in 2010 for 9 windows.  
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 10/31/2023

  Good morning,
  

  Power will not be refunding the project price for the service related concerns with your project.  Power is handling the sash replacements as outlined in the product and labor warranty.  As soon as the replacement window sashes are manufactured and delivered to Power's installation office a representative will be in contact with you to schedule the service appointment.

  Thank you,

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

  Customer Answer

  Date: 11/13/2023

  This company is getting away with poor practices.  Windows need to be replaced, and it took two years to get the first one replaced with no indication of when the next four will be replaced.  Their windows may have a lifetime guarantee, however they are so poorly made, we are in a constant state of replacement.  And two years waiting is TOO long.  I do not feel like this was handled properly, so I called the warranty manager a week ago and he never called me back.  Your service did absolutely nothing to help, so this matter is closed because there were no other options!  I will continue to try to reach the warranty manager.  If you look at reviews of this company you will see MANY complaints involving the leaks in the windows, thus causing a fog that doesnt go away.  They are a horrible company to deal with and I will continue to pursue action.

• Initial Complaint

  Date:09/09/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:08/30/2023

  Type:Service or Repair Issues
  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:08/23/2023

  Type:Service or Repair Issues
  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 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

  Date: 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

  Date:08/18/2023

  Type:Product Issues
  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.

  Todays date 8/18/2023. Power Home Remodeling Group replaced three windows under life time warranty due to faulty seal in the double pane glass about a month before I contacted them on 1/5/2022. They only did this as a result of my getting the BBB involved. At this time (1/5/2022), I contacted them because one of the windows they replaced demonstrated a leak in the double pain glass as a result of a small crack in the glass at the edge of one of the pains. The representative at Power Home Remodeling Group said, "because this is one of the windows we just replaced I will put you on a rush order to replace the window."   This is the second (or third) time I have had to complain to the BBB regarding their life time warranty, after calling them several times at **************. I am losing track of the many times I have been calling them. It seems they do not comply to their warranty unless I involve a third party, the BBB. It is my hope that the BBB can help resolve this issue as the Power Home Remodeling Group agent suggested, replace the window. I don't know if you need this data but the window in question is in the music room, #**************, 33 x 44. Thank you for your attention to this matter and the effort the BBB provided in the past regarding this same issue. I hope this leads to a resolution.

  

  Business Response

  Date: 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.
  
  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

  Customer Answer

  Date: 08/24/2023

  [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,
  
  ***************************
  

  Customer Answer

  Date: 12/22/2023

  This in regard to a previous complaint which has been uploaded to the BBB. The company in question (Home Remodeling Group; PowerWindows) replied to this earlier complaint through the BBB stating that the repair will take place in the fall of this year, 2023, complaint #********. I accepted their response but it is now the winter of 2023 and the repair has not happened. Please see uploaded document and complaint #********.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Repair

  

  Business Response

  Date: 12/22/2023

  Good morning,

  A Power representative has already been in touch with you and scheduled the replacement of your defective window sash for 2/13/2023.  We look forward to having everything resolved for you then.

  Thank you,

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

  Customer Answer

  Date: 12/30/2023

  [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,
  
  ***** ********