ComplaintsforPower Home Remodeling Group, LLC

• 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

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called power home remodeling about the roof they put on my house about 9 years ago. It has started to leak into the house. The roof is under warranty. I called to get them to come look at it and the said there earliest appointment is October 2. It's June 13. That's 3 months away. They know I can't let it leak for the next 3 months and I will have to call someone else to fix it. I want them to pay to have it fixed if there not going to come out and look at it.

  

  Business response

  06/22/2023

  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.

  At this time, a service appointment to address the concerns with the roofing project has been scheduled for the earliest date and time available.  Power's representative encouraged you to have the chimney addressed in the meantime as this is the area of the home where you indicated you saw water infiltration.  The roofing project was completed in 2016 and this is the first reported concern with the roof.  It is unlikely that a roof would be installed incorrectly and an issue would not arise in over 7 years.  The existing chimney showed signs of needing to be re-pointed at the time of the roofing installation and you have indicated to Power representatives that the chimney has not been addressed since.  It is far more likely that the condition of the chimney has continued to deteriorate and the water infiltration you are seeing is from the chimney and not Power's roofing system.  A photo showing the condition of the chimney in 2016, prior to Power's roofing system being installed, is attached.

  It is Power's recommendation that the chimney be addressed in the meantime as this will most likely solve the problem.  If you have the chimney inspected and repaired and this does not resolve the concern, please reach back out to Power's Warranty Service department and a representative will look into alternatives to the current scheduled appointment.

  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 chimney wa repointed a week before the door was installed and the picture they sent is the wrong chimney, it's the back chimney to the fire place, also they didn't remove the old flashing and went over it with new flashing which caused toe issue. I ahd to pay someone 500 to re flash the chimney. There was nothing  wrong with the chimney. You owe me 500 dollars. There is no way I could let it leak for 4 month and cause thousands of dollars in damage to the inside of my home. If you don't pay me I will take you to small claims court.
  
  Regards,
  
  ***********************
  

  

  Business response

  07/21/2023

  Good morning,

  Both chimneys at the home show signs of pre-existing damage and the chimney in question showed signs of an existing leak prior to Power's roofing installation commencing.  See the attached photos for reference.  We are happy to hear that the issue with the chimney has been resolved, however Power will not be covering the cost of this repair.  Power's roofing system was installed correctly and the cause of the leak was pre-existing damage to the chimney itself.

  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: the chimney were repointed right before you did the roof as your request. The photos you have were before the chimneys got repointed. Again I have had the flashing redone and the attachment is from the roofer that did it explaining why it leaked. Said you have to cut in to the chimney and tuck the flashing in. You just put chalk on it. The roof was done wrong. You can call me anytime to discuss this before I file suit. My number is ************.  If you would have came out in a reasonable time I wouldn't have had to get another roofer to do the job but I'm sure you would have just thrown caulk on it and I would still have an issue. Also you said there were sign of it leaking before, well don't you think that's why I hired you to replace the roof? So it doesn't leak? That was a pretty stupid statement.  I don't know how your company stays in business 
  
  Regards,
  
  ***********************
  

  Customer response

  08/21/2023

  Copy of bill of work done to fix problems 

  

  Business response

  08/24/2023

  Good morning,

  For the reasons stated previously, Power will not be covering the cost of the chimney repairs.

  Thank you,

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

  Customer response

  08/29/2023

  [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: ********
  
  See you in court!
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since November 2020 Power Home Remodeling (PHR) has been pushing me off from honoring the lifetime warantee I have on the ******** double hung windows in my house. The images I am attaching will demonstrate the mold growing in between thew glass panes illustrating the failure of the windows and the damage this is doing to the value of my home. From the numerous complaints I have read regarding the same issue here on the BBB website, it is obvious to me that PHR has no intention of honoring the warantee on their shoddy product for anyone who, like me, is stuck with them. I suppose the best I can do is to lodge this complaint here and then reach out to the local network television stations' consumer reporters to get the word out on how PHR does not honor their promises.I look forward to the canned response from PHR about how they take this seriously and will do their best to resolve this issue. I've been calling for 2 1/2 years now to no avail.

  

  Business response

  06/22/2023

  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.

  Your replacement window sash order has already been manufactured and delivered to Power's local installation office in Maryland and a Power representative has already been in contact with you to schedule the service appointment to replace the defective window sashes.  We look forward to having everything resolved for you soon.

  Thank you,

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

  Customer response

  07/10/2023

  [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

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Power home warranty work delayed 16 months due to no product availability. I had my entire house fitted with new windows from this company somewhere around 2010. one window has had warranty work performed on 2 separate occasions a few years apart. this same window is in need of replacement again and i feel this company has no intention of honoring the warranty on what i feel is a defective installation. no other window i have installed has experienced any issues. here is a brief synopsis of my conversations with them.1. I called power home to report a defective window in march of 2022 and was told that warranty windows are not going to be available until march of 2023. when i questioned whether a new customer would get a window now the answer was yes. i questioned this and was not satisfied with answer. 2. I returned a call when directed from 2022 call in march of 2023 and was told that it is now a 15 month wait and possibly longer. i asked to speak with a manager and none was available. i also explained about the installation of the entire window as possibly being the underlying issue and requested it be replace entirely. also i informed them that the prior install was not done properly. the issue with the last install is that the latches do not clear the locking mechanism on the window and the sliders bang loudly every time a window is opened. i asked to be called back by a manager to explain this issue and NEVER received a call back. 3. June 2023 called and was told that they normally give customers a 12-16 month wait for replacements via warranty. we are now at the end of that period and still they have no date for me of when to expect a window? i asked to speak with a manager and have not received a call back . it was explained to me that their supplier shut down during covid and they are now trying to fill all existing warranty and new purchase windows. i had windows, doors, a new roof, gutters, and attic insulation installed and now this, frustrating!

  

  Business response

  06/07/2023

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

  Customer response

  06/15/2023

  [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:
  I have been waiting for a date for the replacement window since March 2022. I have called numerous times and have yet to be given a date for replacement window yet I know people are getting new windows that are paying this company money. I want a delivery date from the supplier not late summer!
  
  Regards,
  
  ***********************************
  

  

  Business response

  06/21/2023

  Good afternoon,

  The lead times provided are currently the most accurate information available from the window manufacturer.  If a delivery date was scheduled or otherwise made available then Power representatives would have already scheduled a service appointment with you to have the defective sashes replaced.

  As soon as Power receives a delivery date for the replacement sash order for your home a Power representative will be in contact with you.

  Thank you,

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

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/4/14 we had a bay window installed by Power Home Remodeling for $ 5902.23 with a lifetime warranty. We contacted them with a complaint of a seal leak on 2 of the panels 5/31/22, we were told by **** that due to supply chain issues it would be 6-12 months for the problem to resolved. We called again 11/3/22 & was told there was no progress. We called again 4/3/23 & was told by ****** the windows should be in by May. We called again 5/25/23 & was told by Sheena that they don't know when the windows will be in. Our project # is *******. We feel like we are being jerked around. ****** Glass told us they could have windows made in 2 weeks at a cost of $1075. If Power is having problems, they could pay ****** Glass for our replacements.

  

  Business response

  05/26/2023

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

  Customer response

  06/08/2023

  [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. If the issue with Power Home Remodeling Group is not resolved by the end of August, I will contact you.
  
  Regards,
  
  ************************************
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I decided on Power to replace our Front door as well as out rear slider with side windows. We also were able to have Power replace our siding as well as the front gutters and downspouts. Fast forward to the door installs. We had the salesman talk us through the process and all that was included with that. We were told all the wood and framing around the doors would be replaced. Doors were installed and all was well.... or so we thought. We had a few weeks later the siding installer show up and removed some of the parts from around the doors including the lower flashing under the newly installed front door. This relieved that the door install team did not replace all the bad wood they simply covered it with a shiny new vinyl piece. If we didn’t have the siding done, I would have never seen this cover up. Now let’s get to the siding…. My wife and I met with now another salesperson who was there checking on the door install job. We were given a better price and told they would give us complementary plywood. Turns out also too good to be true. What we were not told was complementary we were only given 3 sheets and they found 10 more that needed to be replaced and that would add 1k more to our total cost. When we were speaking about the siding job we asked if the shrubs would be an issue and we wanted to keep them, we were told they would not damage anything. On the jobs final day, we found they not only smashed all our shrubs, but the siding install team lopped back and flat out cut 5-6 bushes which are beyond salvageable. We spent between 200-400$ on the plants and now beyond our new siding and doors and windows must replace the shrubs. When I called to discuss the cut shrubs, I was told home depot.com has them for 15$ a piece but I will add extra money to have a landscaper some and replace the damage. I was offered a laughable $125 credit from my overall bill of well over 50k in home repairs. My point of this complaint is not to looks for any monetary gains here, or any handouts. My main complaint here is this. This project cost my wife and I a significant amount of money because the products we were promised were best of the best. However, the rotted wood cover ups, the extra costs for wood that what we were told was complimentary, as well as a few other things I had to point out would have gone unfinished if I was not on site all the time checking on the contractor’s work. There was no post job follow up and no quality control check in to ensure we were satisfied with the services we got. Then to add salt to the open wound I need to put an extra $400+ together to replace the destroyed landscaping I was told was only worth 125$. Needless to say, I did not sign off on the $125 credit and am hard pressed to recommend Power to anyone that asks about my siding and doors. Last day of work we had the gutter team come to install our new gutters. Again, I had to leave work early to go meet this crew at my house because they had no direction as to what they were there to do. If I did not go home, I would still be missing a downspout. Very unhappy with the way I needed to be involved daily to ensure I was getting my money’s worth, and all said and done I have no more shrubs because my flower beds were decimated, and I need to pay to have these replaced. My house looks great, the doors and gutters are wonderful. The teams sent to install and check the quality of work performed were less than satisfactory. The teams, all 3 the doors and windows, the siding and the gutter crew did barely speak English so communications to get what I wanted completed was also difficult and Power had nobody on site to assist with this process. If you want peace of mind knowing a contractor is giving you what you want, look elsewhere they people charge a lot and the hard product like siding and windows are great…. But the install teams and the quality control process are nonexistent.

  

  Business response

  05/19/2023

  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.

  A copy of the siding project specifications from your siding and gutter project contract has been attached to this response.  In it, the amount of complimentary wood replacement included in the contract is specified.  On the first page of the project specifications portion of the contract is a clause outlining how undetected or unforeseen damaged wood will be handled in the event that additional wood replacement is necessary.  When additional wood beyond the amount included in the contract was discovered, this clause is what dictated the additional cost to remedy the rest of the damaged wood.  We understand that is often comes as a surprise whenever this type of situation occurs, however it is a situation that was detailed very clearly in the contract right above where you signed agreeing to it.

  Tearing off and re-siding an entire home is a large undertaking that requires a lot of material and a lot of heavy equipment to be on-site and in close proximity to the home.  While all of Power's installation teams take great care to ensure no damage to the landscaping or other parts of the home occurs during the course of the installation, the sales agreement also clearly outlines that it is the responsibility of the homeowner to take the necessary precautions to protect any landscaping around the home to help prevent such an occurrence.  Even though no precautions were taken, Power has still offered a sum of money to help in replanting new shrubs around the home.  At the time of this writing, your Project Production Manager has attempted to make contact with you since issuing paperwork to reflect a change in price that would cover the replacement shrubs but has not heard back from anyone at the home. A copy of the sales agreement has also been attached for you to review.

  Thank you,

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

  Customer response

  06/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  The sum of money offered as retribution for the damage done is an insult.  We paid well over $500 for the bushes that someone at Power told me were 10$ a piece at **** *****.  Its not the fact that they were damaged,  the contractor did not even try to work around them,  the contractor working under Power came in and cut the bushes down at ground level,  they were deliberately cut not even attempted to work around.  Power offered to take $125 off my order,  for the record the work we had done is over 50k and to come back and say 125$ will fix anything is nothing less then insulting.   I will never recommend Power to anyone that asks moving forward because the customer service we received was non existent.  Further more the areas that were shortcut on my doors and siding were items that i personally had to take time off from work to address and then verify were fixed before we completed the job.   Power offered no quality control and no on site follow up as promised.  The fact that you defend contracts and offer laughable repairs for damages done is insulting.  The purpose of my post is so that other people can avoid the stress and aggravation that your company has caused me and my wife,  and the fact that you are so quick to defend and post parts of your contracts shows how very little you care about your customers and the quality of work the contractors that work for you offer.  I will be hard pressed to accept a resolve here.
  
  Regards,
  
  *************************
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using the warranty for windows almost yearly for many years now since purchasing the windows. I contacted on March 7, 2022 to replace 7 windows that were discoloring and screen repairs. I was told 12-14 months to schedule. I was told that a sidelight on my door would be sooner and they would contact me for that, which never happened. In July I called to add another window replacement to the list. On May 10, 2023 I contacted them to check the status and add yet another window replacement request on the list. I was told that there were out 14-16 months from ordering. They do not have them and delay in manufacturing. I have windows that are so visually distorted. "An appointment will be scheduled within a reasonable time period to remedy the problem" as stated in the warranty is not being performed.

  

  Business response

  05/17/2023

  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 is taking so long to arrive at our local installation office in Philadelphia.  While we continue to work diligently with all of our manufacturing partners to reduce lead times on manufactured goods as much as possible, we must in the meantime follow the current best guidance that Power is provided on expected lead times.
  
  At the present time your orders are scheduled to be delivered to our local office in Philadelphia later this spring.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer response

  05/31/2023

  [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 following day after receiving the response form the company, I was visited by a Power Home salesperson. Trying to sell me windows because mine were so bad and embarrassing. Explaining I already have your windows, they proceeded to inform me the reason why it is taking so long. It is inconsistent with what I am continued to be told every other time. I want to know what the company thinks is "reasonable time" for repair under a warranty. How about replace them with the ***** windows they say they sell now.  I expect they should be calling me with updates. When we purchased these windows we held them at a high standard being an upstanding company. They have always been great. Not so much anymore.  Disappointing.  
  
  Regards,
  
  ***************************

  

  Business response

  06/27/2023

  Good morning,

  A Power representative has already been in contact with you and a service appointment has been scheduled to have the replacement window sashes installed.  We look forward to having everything resolved for you soon.

  Thank you,

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

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have contacted the company. They sent out their sales rep. He was very professional and very polite. We went over everything about the job, reiterating that we wanted to same windows throughout the house. When the windows were finally installed, two of the windows did not match the other windows in the house. The entire house are sash windows. These two windows are a Picture window and a Casement window. The casement window is in an inside corner. Not only is it the incorrect window - it opens the wrong direction. We have contacted the company many times about varies issues, and about the incorrect windows. They did take care of the minor issues but completely disavowed any responsibility for the incorrect windows. Clearly the contract had incorrect information and the installers installed what was on the work order, but the work order was wrong. Four out of the five times we called - we were informed that that person is no longer employed here, and we are unable to find any notes they left. They did finally, offer to give us a price to replace the two incorrect windows, however, we do not feel we hav to pay for windows that were incorrectly supplied and installed. On top of that - they never called back to give us a price anyway. It has been a year now and it has become clear that this company does not care about their customer satisfaction as stated in their paperwork/brochures.

  

  Business response

  05/05/2023

  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.

  Attached to this response you will find the signed sales agreement, signed project specifications, and a signed window installation completion form from your project.  Both the sales agreement and the project specifications that are signed by you and a representative of Power at the time of sale reflect the accurate and correct scope of work to be completed at the home.  This is what was manufactured, delivered and installed in the home.  The signed completion certificate is your acknowledgment that at the completion of the window installation everything that was provided was correct and the installation was to your satisfaction.  Unfortunately, if you wish to change the style of windows in the home the work and the material required would not be covered under warranty or any other guarantees.  If you wish to get a price on the requested work Power would be happy to assist you.  Please reach out to Power's Warranty Service department at the phone number below and a representative would be happy to assist you.

  Thank you,

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

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All new windows & patio doors from power home remolding group was purchased on April 28, 2014 . It included a lifetime warranty, However reading closely looks like full warranty for first 10 years. We started to call them last July 2022 to complain about the Bay window growing mold. They came April 3rd with wrong size window. The window installer put in complaint about the bedroom windows starting to look moldy. Power tells could take up to 16 months to get new windows. It appears they are stalling so we no longer have a full warranty.

  

  Business response

  04/27/2023

  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 orders to be completed and delivered.  Unfortunately, because of raw material shortages, labor shortages and logistical constraints that both our manufacturer and their suppliers are experiencing, lead times on manufactured parts have extended beyond what we are typically accustom to.  Furthermore, these lead times are rarely consistent and can make predicting completion dates for a particular order very difficult.  It is for these reasons that the order for the replacement sashes is taking so long to arrive at our local installation office in Long Island.  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 Long Island later this spring.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  We apologize for any inconvenience this might cause and we appreciate your patience while we work to resolve the issue with the windows in your home.
  
  Thank you,
  
  ***********************
  Warranty Service Director
  O: ***************
  Power Home Remodeling 
  PowerHRG.com

  Customer response

  04/28/2023

  [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: 

  I've been more the patient with Power. However if this is really true about windows taking over two years to arrive , they would no longer be in business.

  Also after waiting two years for my replacement window, they sent the installer with the wrong size window. And I went over what window needed the replacement & sent pictures.
  I find it hard to believe that a company trying to stay business wouldn't carry a significant inventory.
  I am trying to solve this problem however you leave no choice to file a formal complaint .

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

  

  Business response

  06/08/2023

  Good morning,

  Power does not manufacture any of the products it sells and installs.  Power is partnered with several vendors and manufacturers in order to supply windows, siding, roofing, etc to it's customers.  Thus, Power does not keep inventory of new or service materials other than the material ordered and delivered specifically for a project or service.  Because every window Power installs is custom made to the opening of the home, it would be impossible to keep inventory of replacement sashes of every size, color, and style that Power offers.

  We apologize for the error at your most recent service visit.  A new order for replacement sashes has been placed with Power's window manufacturer and a Power representative has already been in contact with you to schedule a follow-up service to resolve your concerns with the window project.  We look forward to having everything completed for you then.

  Thank you,

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

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