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:05/25/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/18/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/11/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/28/2023

  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.

  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

  Date: 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

  Date:04/26/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

• Initial Complaint

  Date:04/20/2023

  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 paid Powers $32k for new windows for my home with with a lifetime warranty, purchase date was 2/12/2016 - Since installation I have had seal failures in 90% of the windows - Pre - COVID they were very responsive - Post covid they are taking 15 months to replaced windows that have seal failure - In one of the windows replaced this year it doesn't fit and difficult to lock. I waited 15 months for this replacement - I have several windows on order with no ETA of delivery - I feel for the money I paid for windows to reduce my energy costs was a waste. I feel there design is faulty as window seals shouldn't fail in less than 2 years - I have a couple of windows that have needed repeated replacement for seal fails - I have escalated this issue with Powers management team with the response being that they haven't recovered from COVID and their supplier is behind. I asked why do they continue to install for new customers and neglect their warranty commitment. Response was the dates for replacement are the dates...

  

  Business Response

  Date: 04/24/2023

  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 Chicago.  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 Chicago later this spring.  As soon as your order is delivered, a Power representative will be in touch with you to schedule the replacement.  Additionally, a Power representative has already been in contact with you in regard to the replacement sash that was recently installed and a Power Installation Manager is scheduled to be back on-site to address the issue on 4/27/2023.  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:04/18/2023

  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.

  In November of 2021 I contacted PHRG and advised them that a top sash window needed to be replaced in my family room. They advised me the window would take 3-4 months to replace. A representative came to my home on 1/15/22 to replace capping around my windows, inspected the window in the family room and advised me the "IGU inner glass unit" would need to be replaced instead because the manufacturer no longer made the sash installed in my home. I explained to him that I did not understand the change since many windows had recently been replaced. The representative called the office and changed the order from a sash replacement to an IGU install. I contacted PHRG's warranty office and was advised a sash replacement was still an option and would be ordered. On 9/27/22 representatives arrived to replace the IGU. I contacted PHRG and was told the new sash would be installed on 1/9/23. I called PHRG on 1/8/23 to confirm the new sash was in and that someone would be arriving the next day for the replacement and to replace capping on some windows. They reassured me I was on the schedule and their representative would be at my home the next day. On 1/9/23 a PHRG rep. arrived and stated he could complete the capping; however, the sash for my window had not arrived from the manufacturer. After speaking with the PHRG warranty office I was advised the replacement sash would be expedited and they would contact me about an install date once they received information from the manufacturer. I called on 4/17/23 and was told they were still waiting for the manufacture to send the sash. I contacted the manufacturer. They could not locate the order. I called PHRG again and was told the sash was never ordered and the representative would attempt to expedite the order and call me back with an install date. I am still waiting for a callback. It has been over 17 months and I still have not received a date as to when the window in my family room will be replaced.

  

  Business Response

  Date: 04/24/2023

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

  Customer Answer

  Date: 04/29/2023

  [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 provided someone contacts me if the manufacturer can not deliver the sashes by the end of Spring. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/09/2023

  Type:Product 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.

  Bought windows fro this company. It has been slightly over one day since install. One window has a huge jagged semi circular crack the glass is broken and sharp. Another two are starting to crack. Also the screens (everyone of them? Do not come all the way down leading to gaps bugs can fly in/come in. And one window lock is busted (this I notified the BBB about the local power company but this is now a corporate complaint as well!!)

  

  Business Response

  Date: 04/13/2023

  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 the outstanding concerns with the recently completed window project and has already been in contact with you.  Power already has an order placed with it's window manufacturer for the replacement window parts and a service has been scheduled for 5/5/2023 to have those replaced.  Additionally, Power's Director of Installation Services in the Boston region has tried to reach you in an effort to schedule a time to be on-site to review any other outstanding concerns with the window project.  To date, Power has not received responses from you to those voicemails.  If you wish to have a Power representative on-site to review any concerns you might have with the window project please return those messages and Power would be happy to assist you.
  

  Thank you,

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

  Customer Answer

  Date: 05/30/2023

  Saw one product in sales pitch we agreed to was told it was a ***** power ******** window. Shown two panes of glass imbedded in steel reinforced vinyl frame, seamless corners, sloped exterior ledge to allow rain run off, screens fit to base, well insulated (heat test performed glass and frame stayed cool to touch). High quality window we agreed to purchase 9 and a door. Contract written for door with glass panels but we later changed mind to door with two panel plain steel. Price never adjusted on contract. Told it would be. $5-6000 vs $3000. Windows installed 4/7 pressures to sign off before job done QI manager had to leave around 4-410p. Worked never done ran out of caulk, lock broken they could not fix (sealant used), weather stripping missing. Said they’d tell QI manager. 4/8 am noticed crack glass panes, inspected all windows-noticed C at that time these did not have features of the sales pitch model. These are cut glass fit into a vinyl frame and the glass is shimmed then covered with weather stripping. Weather stripping is falling off and we saw these are not what we agreed to, these are subpar quality windows. Caulking falling Out of windows, leaking, drafty, frames and glass get extremely hot or cold to touch, latches hard to open-pop up and out when used. Some windows to loose fall out into hands, some too tight hard to open. Majority unlevel with gaps at the base screens do not sit flush to the bar allowing bugs in. Windows diagonally installed seen outside by side of windows vinyl approx 1.5 inch tapering to .25 inch at base. Caulking around windows sloppy poorly done. Awful product and very poor installation.

  Rescind/end contract ; Come get your windows when we hire another company to remove them

  

  Business Response

  Date: 05/30/2023

  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 the outstanding concerns with the recently completed window project and has already been in contact with you.  Power already has an order placed with it's window manufacturer for the replacement window parts and the replacement sashes to replace the damaged glass are scheduled to arrive shortly.  Additionally, Power's Director of Installation Services in the Boston region has tried to reach you in an effort to schedule a time to be on-site to review any other outstanding concerns with the window project.  To date, Power has not received responses from you to those voicemails.  A Power Installation Manager was on-site on 5/13/2023 to review your concerns and the windows are installed correctly and are the correct windows per the sales agreement.  Power sells and installs and services one kind of window in the Boston area and this is what was installed in your home.

  A Power representative will be in contact with you as soon as the replacement window sashes are delivered and inspected and a service will be scheduled to rectify the remaining outstanding concerns with the window project.  Power has already supplied and installed the window project as agreed upon, Power will not be canceling the contract.
  
  Thank you,
  **** *******
  Warranty Service Director
  O: ************ x*
  Power Home Remodeling 
  PowerHRG.com

• Initial Complaint

  Date:03/30/2023

  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.

  In September 2020 Power Home installed siding to our home which included a lifetime warranty. On February 7, 2023 we called the warranty department to report damage to the siding due a storm that occurred a few days earlier. Upon speaking to their representative (******/*****) and explaining the damages, I was informed that someone would be sent out on March 21, 2023 to replace the siding. I asked if she needed photos and she said it was not necessary. I asked if there were any earlier appointments as the exposure surface could be damage more if it rained or snowed. She said it would be okay because of the insulation they used. We waited almost six weeks for March 21, 2023. They did not call us prior to that date to confirm the appointment nor did they send someone to assess the damage. The morning of March 21 a workman from Power called me to ask if the siding was salvageable. I informed him that I wouldn’t know that as it is not my area of expertise. He then stated he would get the supplies and be at my home soon. The workman arrived around 11am and had no materials, he stated he ordered it then and it would be ready within a week. He also stated that he was sent to patch the siding. He left and the broken siding is still hanging from the house. Two days later on March 23, 2023 we again reached out to Power and all they had were more apologies, but no one reached out to see if the work was completed. Again they said they would call back in two day to let us know when a workman would be coming. Today March 30, 2023 my husband called and was now told that the workman would be coming on April 24,2023. This is unacceptable behavior/service on a contractor. We invested a lot in replacing our siding, was told we had a lifetime warranty and we have not received the courtesy of proper communication or service. Thank you for your assistance in helping to resolve this issue.

  

  Business Response

  Date: 04/12/2023

  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 spoken with you in regard to the outstanding concerns with the siding project completed at your home and a Power Installation Manager is scheduled to be on-site on 4/24/2023 to make the necessary repairs.  We look forward to having everything resolved for you then.

  Thank you,

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

• Initial Complaint

  Date:03/25/2023

  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.

  The contract for the solar panels was signed with Power HRG on 9/07/2021 so 1 year and 7 months ago.The project managers keep dropping the project every step of the way until I submit a complaint with BBB. Then some progress is usually will be made. The **** sent the project managers a list of issues they need to resolve before getting an approval from **** and getting the meter unlocked. This communication was sent to *****************, *************************** and *************************** on January 23rd. Even after 2 months later, the project managers failed to address these issues and re-submit the request to **** for re-inspection. I sent email to the project managers on Monday 03/27 and after chasing through the Customer compliant department, I finally got a response from *************************** on Monday 03/30 which basically read "I have no idea what is happening with your project because **** is on vacation but we are just going to blame the ****. thanks bye"

  

  Business Response

  Date: 03/29/2023

  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 was scheduled to be on-site to address the Solar issues on 3/13, however there is a lock-out on the electrical box installed by your utility company ***** that Power is unable to lock or unlock.  Power has been reaching out to ***** to get the box unlocked so Power can complete the project however we have been unsuccessful to this point.  At this time, a Power representative has been in contact with you and is scheduled to return to the home on 4/4/2023 in an effort to move the project forward towards completion.  We look forward to having everything resolved for you as soon as possible.

  Thank you,

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

  Customer Answer

  Date: 04/06/2023

  [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 company doesn't action on my project unless there is BBB complaint open. I need to know 1) the next steps and how the firm is planning on getting in touch with **** and move this project along. I need more than "we reached out to **** but were unable to reach them." I need an action plan. Also, I need an explanation on why all other solar companies can easily reach **** and complete the solar project within 6 months but Power can't reach the **** for the past 1 year and 7 months. 
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/20/2023

  Good morning,

  A Power representative was on-site on 4/5 to address the concerns with the solar project.  Power continues to reach out to ***** to have the lock on the meter removed but has still not received any kind of response.  Power continues to work towards a resolution to that end with *****.  Furthermore, A ***** Application for your project has been submitted.  There is generally a long turnaround for this.  Once certification is issued you will receive an automated email from program processing that includes instructions on signing up with GATs in order to collect SRECs.  SRECs are credited from the day the system is turned on and are backdated to be paid in full.

  Thank you,

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

  Customer Answer

  Date: 05/11/2023

  [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: please see attached. ************************* and I had a disagreement over my system size and solar energy clipping issue. He refused to hear me out and instead pushed his own "I know better. I'm the expert" demagogue. When I told him that I will be filing a complaint, he threatened me saying that the company will allow the current financing terms for my project expire if I decide to go that route and that I will be subject to higher interest rates than what is currently on my financing agreement. If the company believes that the system size is correct and the energy clipping is all justified, why is the company afraid that I will raise a complaint for someone to look into this issue closer? Why is the company threatening me?
  

  Additionally, even though I asked someone from the finance department to reach out to me to answer questions on the financing terms on May 4th, I received a call late in the evening from someone at extension **** on May 9 (5 days later). I returned his call the next morning but nobody has gotten back to me as of May 11. 

  ***********************************
  

  

  Business Response

  Date: 06/21/2023

  Good morning,

  Representatives from Power's Consumer Finance division have been in contact with you on multiple occasions, including recent conversations via telephone and/or e-mail on 5/12/2023, 5/16/2023, 5/18/2023, 5/31/2023, and 6/12/2023.  Power's Consumer Finance division is aware of the concerns and requests you have made and is working to provide the information to you.  

  Thank you,

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

  Customer Answer

  Date: 07/19/2023

  [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'm attaching the latest **** bills. Can the business explain why I'm producing in excess of 800-1000 kwh of energy every month if my solar system array has been properly calibrated to my need and that I don't have too many solar panels installed. 
  
  Regards,
  
  ***********************************
  

  

  Business Response

  Date: 07/20/2023

  Good morning,

  The performance of the Solar System is subject to many factors which are beyond the control of Power including, but not limited to, overall needs, conservation, weather, season, maintenance and condition of the system, and/or efficiency of your and use of electric appliances.  Any representations regarding the performance, energy production, or utility savings which have been made prior to the installation of your project are estimates only. 

  One month of energy consumption or production data is insufficient when determining the overall effectiveness of the solar system.  The net benefit can not be determined in a time frame so small.  Only over the course of an entire year, through the various seasons, weather changes, varying energy demands, etc will you be able to discern the net benefit of the system when compared to the previous years energy consumption.

  Thank you,

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