If you just say 'No Thank You' to the nice guy dropped off in your neighborhood to sign you up for free estimates for new windows, you will not have to endure the experience my husband and I went through recently. Please note, after the fact we read the reviews for the company on various websites -- the bad reviews were very similar but I will take this one step further.
****The Sales person arrived at my house on time and was in my house OVER 6 HOURS!****
After a very impressive but LONG sales presentation we finally got the price which I thought was outrageous. We were provided a "sign right now" price and a "after he left, good for one year" price. We turned him down a few times and he kept coming back with discounts that he could apply to lower the "sign right now" price. The "after he left, good for one year" price was never discounted. We are 5 hours into the presentation, we've had no dinner and had to work the next morning -- this was ridiculous. There seemed to be no end in sight, we felt like he would not leave until we signed. Finally, he lowered the price (approx $1400) from original and said that was as low as he could go and he would be taking no commission on this deal. Apprehensively, we signed - which took another hour of paperwork. As he was getting ready to pack up and leave, he said to us "If you turn around and cancel this, I will feel like you stabbed me in the back -- I feel like we are friends now." We let this comment slide unnoticed and got him out the door.
****The Cancellation Process -- HOW EASY or SO IT SEEMED****
My husband and I woke up the next morning with a bad feeling about what happened the night before. The price wasn't great and there were a couple of product items we didn't like but could probably deal with at the right price BUT the comment the sales person last said to us was just not acceptable and the was 'the straw that broke the camel's back'. The paperwork included a 'Notice of Cancellation' -- you can cancel within 3 business days without penalty or obligation by signing the 'Notice of Cancellation' form and mailing to the home office in Chester PA -- so we cancelled. We received a call from a Power HRG representative the day the home office received our cancellation form and stated they needed to set up a time to send out someone because the paperwork did not contain the 'official cancellation form' and we needed to sign another form. The representative noticed my hesitation and stated "it was not a Sales Person coming, it was a Courier with the cancellation form - should only take 5 or 10 minutes." We agreed to a day and time.
On the day the Courier is scheduled and about 45 minutes prior to the scheduled time, I noticed a car slowly passing my house and the driver looking at my house (maybe the number on the mailbox). Then I see the same car pass again about a minute later -- I see this same car PASS MY HOUSE AT LEAST 7 TIMES in the 45 minutes prior to the scheduled time and then pull into my driveway on time. I could understand if you arrive early in the area and you want to do a drive-by to check where the house is, but that was ABSURD. Anyway, driver gets out an introduces himself -- NOT A COURIER as the representative from Power HRG indicated -- but a QUALITY ASSURANCE Rep from Power HRG. The intentional LIE of having another Power HRG rep at my house on top of the drive-bys that occurred really started to irritate me. The QA Rep asked to go inside and I stated 'No, Power HRG has taken up enough of our time. We have our pens in hand and are ready to sign the cancellation form. We were told this would only take 5-10 minutes." He stated had a survey to go through - he needed to ask us questions and note our replies. We should have said 'No Thank You'. but we told him all the issues we had and why we cancelled. The QA Rep apologized for everything and said he wanted to "make this right -- to offer us another "sign right now" price - a friends and family discount price." This "friends and family discount" price was $5900 lower than the original -- and this really made me mad. To go through that 6+ hour ordeal with the Sales rep and were told he couldn't go any lower and now have this QA rep take up more of my time (15 mins now) and then offer a much lower price -- I told him he needed to leave.
Thank you to all that have read this and proceed with EXTREME CAUTION if you see POWER HRG in your neighborhood. On the sunny side, if you're patient enough and want to endure this extremely long process, then cancel and wait for the QA rep -- you'll get a much better price.
The complaint has been investigated and resolved to the customer’s satisfaction.