Complaints

This profile includes complaints for Home Performance Alliance, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home Performance Alliance, Inc.

  11399 16th Court North Suite 100 Saint Petersburg, FL 33716

• 

  Home Performance Alliance, Inc.

  2850 Scherer Dr N STE 550 Saint Petersburg, FL 33716-1022

• 

  Home Performance Alliance, Inc.

  6360 Presidential Ct STE 3 Fort Myers, FL 33919-3501

• 

  Home Performance Alliance, Inc.

  13830 Jetport Commerce Pkwy Fort Myers, FL 33913-7725

• 

  Home Performance Alliance Inc.

  11200 Saint Johns Industrial Pkwy N Suite 5 Jacksonville, FL 32246

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:07/11/2025

  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.

  Absolutely Do Not use this company. To start the salesman ***** *. will sell you on a ***** from My safe home Fl its BS. Do not do it. He straight up lied about secured funds and how it works.Then they took over 2.5 years to complete 1 Window! The inspector failed it multiple times due to HPAs incompetence and unavailability to get the correct safety devices.The head of the ********************* ********* lied about the status of the job over and over and then decided to just ignore me. I made over 50 calls annd emails trying to reach her in an 1 year timeframe annf she was anlways sick or on vacationAbsolutely horrible customer service and practices. And to top everything off, the ***** expires after 1 year.. HPA will sell you on this *****, over charge you for the job, and then take too long to complete it and the ***** expires. Stay far from this company and read their BBB reviews. They should be shut down

  Business Response

  Date: 07/11/2025

  Dear BBB & Mr. ***************** realize from the complaint Mr. ******* wishes no further contact so we will respond primarily to the BBB to ensure we answered the complaint set before us.

  The Former Sales *** in question from Mr. ********* comments cant be questioned as he is no longer with us he is with a competitor last we checked.

  We cant respond to a he said she said without having the ability to get the facts. 

  What we can address is we spoke to ********* and she stated that there were issues to get the windows approved and she had to submit various items for the final approval which eventually did close out the permit.

  Also BBB Ms. ********* stated she wanted to let you know she did her best to get the permit closed but hit a few blocks until it was closed.  she was out for personal reasons which should not be part of this complaint that was unavoidable.

  We appreciate everyone's understanding. 

   

   

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23585692
  
  This response definitely tracks with the experience from HPA.. Our salesman isnt with us anymore so we arnt responsible for what he sold you seriously! What about the guy you sent out to measure and order the door? What about the installers? What about the permitting department you knocked on my door, sold me a window based off your measurement and knowledge, promised me a ***** from the county and  then proceeded to do it incorrectly. Which in return lost me over $5k in ***** ****** YOU caused that. If MS ********* is honest she will admit that they completely screwed me over here.  This is a fraud company that is not willing to fix their own mistakes. Hopefully they are shut down soon. As a contractor Ill be spreading this message to as many as I can in *******.  
  

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/14/2025

  Dear BBB & Mr. ******************** he asks for no further communication we did our best to respond here at the BBB since he posted a complaint.

  On his last response he stated that because the sales *** is no longer here that was an excuse. That's incorrect we stated he is not here to question to be fair and transparent to all.

  Of course if the customer has an issue we work to resolve without question.

  The Permit was closed on June 23, 2025. 

  The windows have been completed with Plugs and trim with our ***resentative ******. Dear BBB we understand Mr ****** frustration with the time it was product issue that needed to be resolved for the customer that is now corrected.

  We have answered this complaint to the best of our ability and again the end result is that it is closed out.

  Thank you

   

   

  
  We realize from the complaint Mr. ******* wishes no further contact so we will respond primarily to the BBB to ensure we answered the complaint set before us.
  The Former Sales *** in question from Mr. ********* comments cant be questioned as he is no longer with us he is with a competitor last we checked.
  We cant respond to a he said she said without having the ability to get the facts. 
  What we can address is we spoke to ********* and she stated that there were issues to get the windows approved and she had to submit various items for the final approval which eventually did close out the permit.
  Also BBB Ms. ********* stated she wanted to let you know she did her best to get the permit closed but hit a few blocks until it was closed.  she was out for personal reasons which should not be part of this complaint that was unavoidable.
  We appreciate everyone's understanding. 

  
  

• Initial Complaint

  Date:06/23/2025

  Type:Delivery 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 April 2024 Home Performance Alliance installed windows in our home. We also purchased storm covers for all the doors in our home. We received all but 1 of the storm door covers. They struggled with the measurements of the front door cover and came out multiple time to remeasure and try again without success. This is holding up the inspection process of the whole job and releasing the permit. We have tried reaching out multiple times. Everytime you call you never get a live person. You always need to leave a message and when you get a call back they tell you to reach out to your sales person but he wont answer either. Every conversation was empty promises. All we want is to have this project completed. Its now June 2025 and we still dont have the front door storm cover and the windows havent been inspected. One of the windows they took the latches off and its still not functional. We were told not to remove the stickers from the windows or wed have to pay to have them replace before they can inspect. Well due to the length of time and 2 of the window sticker have come off.We just need 1 window fixed, the storm door cover and the inspection. I think over a year is way too long. Especially when we spend almost $50k.

  Business Response

  Date: 07/01/2025

  To: ****** ********

  Good afternoon I called you to make contact today .I left a message for you. 

  yes I have our warehouse Manager searching to see if your shield came in for the door. The ***************** had a grommet machine fail and we were back ordered with our requests.

  we will call you this week either ********* or ****** to schedule you for service on your issues you presented. 

  I have update your original installer *** **** also so he's aware. 

  Again we will call you this week to schedule an appointment.

   

   

   

• Initial Complaint

  Date:06/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Senior adult female and currently on fixed income now May 2025 2nd Denial of MySafeFL ***** monies due to not being informed by HPA Salesman to get a Wind Mitigation Inspection prior to having the roof replaced.Nov 2022 Salesman **** ****** with HPA - Home Performance Alliance told me about the MY SAFE FL ***** and gave me an written estimate (Attached) of $10,450 true cost and added another $10K for the ***** *** then reduced it to $18,950. Overcharging me $10K.The length of time is for the back and forth to get repairs done to facia and soffit and gutters they knocked down in the roofing process and closing the City permit and appealing the denial of ***** ***Had Salesman advise me of the MySafeFLHome ***** Rules I would have waited before signing the contract for that amount of money. I did have this financed with one of their financiers PowerPay (who they no longer use).I have reached out to HPA VP ***** ****** for a refund who said he had a conversation with **** ****** who says he remembers me but doesn't remember the conversation. That it was not stated on the contract "contingent on getting the ***** $$" .Unfortunately I did not see earlier Action taken by AG ****** ***** against this company(attached).

  Business Response

  Date: 06/10/2025

  Dear Ms. ***************** have done our best to address your issues on what  verbal conversations with **** ******. as we stated if its not on the contract we don't know what was actually stated.

  If something was on the contract under additional comments then we honor it. Nothing was stated whatsoever as you know.

  We even went as far as to have our outside Counsel Attorney ******** ******* call you to review all your concerns. She went over with you as the customer your responsible to apply and that **** ****** was giving you information only.

  Thank you

   

   

   

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23430125
  
  I am rejecting this response because:

  Salesman overpriced the roof replacement and does not remember the conversation.

  Perhaps he forgot to add the comment "contingent on getting the **** home ****** on the contract?

  All he had to do was advise me of getting the Wind Mitigation Inspection first and I would have waited. 

   

  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/12/2025

  Dear Ms. **************** am sorry your rejecting our facts but we have gone to much length to research. I even reached out to our outside Counsel ******** ******* at ******** Law confirm and reiterate our findings .and speak to you personally.

  I must let the BBB know at this point the facts of the contract and our conversations is the best we can answer you on this matter. 

  We will need the BBB review this as we have nothing further to input in a response.  

  Thank you

   

   

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23430125
  
  I am rejecting this response because:

  It was me ***** that reached out to you.

  Your salesman **** ****** overcharged based on the Grant *** was deceptive in not telling me that I needed to get a Wind Mitigation Inspection before replacing the roof.

  BBB, looks like we are at a standoff. Please advise.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Home Performance Alliance on May 13, 2025, and that was a Tuesday at approximately 3:02 pm. I spoke with ******* regarding the problem that I discovered with the windows they installed in my kitchen. When the windows are locked they are too small for the frame and they still slide because of that. ******* said that he would get back to me about setting the service appointment for the windows. It was late in the day so he said if he didn't get back to me today he would get back to me the next day which was May 14, 2025, and nobody called me back. Well, I waited until May 16, 2025, which was Friday to call Home Performance Alliance and I got a recording that said to leave a message, so I left my 1st message with my name, address, and the issue I was calling about and they would get back to me. Well since then I have called and left a total of 4 messages and still nobody has returned any of my message. Every message I get I leave a message just like the recording says.I have called 4 more times and left a message every time, and still nobody has called me back. My 4th call was on May 29, 2025. I had problems with this company when I signed up for "My Safe FL Home" windows. I don't know why I'm being treated like this. I am a customer and they aren't being very good at ******************* I feel like I'm being mistreated by "Home Performance Alliance". So that is why I'm writing this letter so I can get my windows fixed. Thank you ***** ****** *************

  Business Response

  Date: 06/06/2025

  Mr. ******:

   

  ******* told me since your complaint he set you up for service and spoke to you.

  Please confirm  you are now settled on the issue.

  thank you

  ***** V

  ******* K 

• Initial Complaint

  Date:05/07/2025

  Type:Customer Service 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.

  They ordered a replacement window pane over 3 months ago for a defective pane in my home installed by them and I have not been able to get a response regarding the status of the replacement window. They will not answer my phone messages or emails to let me know when I can expect the window to be replaced.

  Business Response

  Date: 05/08/2025

  Mr. *****:

  I have forwarded to the BBB Representative ****** Kings request to soft Lite to show we have responded to the factory.

  thank you

   

   

  Customer Answer

  Date: 05/09/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/01/2025

  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 2016 we hired Home Performance Alliance (HPA) to install 17 windows at a cost of $21,280. In 2024 we began having troubles with 2 of the windows. Windows came with lifetime warranty. In December of 2024 I called HPA and left messages twice but received no reply. In January of 2025 I left more message but once again no reply. In February I finally spoke with a representative and was told that the person I needed to talk to was at lunch but she would have him call me or she would call back herself. Still waiting on call. Called in March and spoke with the same representative and was told he was not in office but he would me later today or next day. Next day never came. In late March or early April I contacted to manufacturer to see if could or would intervene on my behalf. The lady their she would call the company to see what was going on. She called back the same day and that she spoke with HPA and that I should hear from them later today or tomorrow but if I didn't call her back. I calledherback Tuesday of the following week to let her know that HPA never contacted me. She said she going to get her supervisor involved. As of this writing I have not heard from HPA although I have complied with their request of photos of the windows in question. Thank you for any assistance.

  Business Response

  Date: 05/02/2025

   

  Mr. ****** ***** here is your Soft-Lite Acknowledgement  ****** sent out for an Update on your order:

   

  ***** ****** 2016 Acknowledgements #*******-00 & # *******-00
  
  
  LK
  ?
  ****** ****
  
  ?
  ?Reply
  ?Reply all
  ?Forward
  
  ?
  
  
  ?
  
  ?
  
  To:*************************************** <***************************************>
  
  Cc:?
  
  Fri 5/2/2025 2:24 PM
  
  
  Good afternoon Soft-Lite Team,
  
  
  Can you kindly email us for ***** ******, his 2016 Acknowledgements #*******-00 & # *******-00?
  
  
  Sincerely,
  ******
  WE'RE GROWING! Apply today to join our team.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23268239
  
  I am rejecting this response because:Home Performance Alliance haven't communicated with me as to what they are going to do. Are going to order a window, are they sending someone out to adjust the ballast on these second window? No definitive action have been addressed.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/12/2025

  Mr. ****** ***** here is your Soft-Lite Acknowledgement  ****** sent out for an Update on your order:
  
  ***** ****** 2016 Acknowledgements #*******-00 & # *******-00.

  Mr ***** this shows ****** our Service manager is working on the completion of your issue. That's the best update we have currently.

   

  
  
  LK
  ?
  ****** ****
  
  ?
  ?Reply
  ?Reply all
  ?Forward

• Initial Complaint

  Date:04/30/2025

  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 signed an agreement in November 2023. The project was supposed to be completed by February 2024. In January we were notified it was being pushed back to March, then April. They finally came to install the door and window, which failed inspection twice in June and once in August. The permit shows canceled and Im not sure if the city canceled it or the contractor. After reaching out multiple times we have not heard back about them coming to complete the project. I dont want to go through another hurricane season with an incomplete door and window.

  Business Response

  Date: 05/02/2025

  Dear ****** I spoke to your husband ****:
  
  
  **** & Eulas/**** are Scheduled for 05/13/25 between 4-6pm for their approximate arrival to add fasteners at shim locations. 
  
  
  Sincerely,
  Lennox
  
  WE'RE GROWING! Apply today to join our team.
  
  

• Initial Complaint

  Date:04/25/2025

  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.

  We hired Home Performance Alliance to install hurricane windows and doors about five years ago. The job went well. However, in August, 2024, I noticed one of the windows had moisture beads between the panes. I filed my first complaint then. I was assured by ******* that the issue would be resolved. After numerous follow-up inquiries, he told me that the company making the windows went out of business. HPA was looking for a new manufacturer. A few months ago, he said they found one but that there was a long list of customers before me. I had to wait but that he would be in touch. No call. Lately, my phone calls have all gone to voice mail. No contact.

  Business Response

  Date: 05/02/2025

  Dear *** ******:I spoke to ****** our SVC Manager Soft-Lite does a batch order for us.

  It has to reach a certain number of orders then it goes out.

  Your in the list and we will update you on the batch order. We use Soft-Lite for parts only now for our customers.

  We don't have any further information for you up to today. except its in process.

  If you would like to speak to us on this we can set up a call to go over the process in more detail.

  Thank you

   

   

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23246678
  
  I am rejecting this response because:
    Id like to speak to ******. He never answered my calls. Where am I on the list? How long before I am reached? Are the tariffs affecting availability of parts? Not responding to inquires does not bode well for any business. 
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/07/2025

  Mr. ******:

  I have good news your order to ******** was approved, we, HPA have taken care of your cost for the order since it was out of warranty for breakage.

  I have shared the SoftLite  memo with our BBB Representative for proof its completed.

  Thank you

   

   

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23246678
  
  I am rejecting this response because:
  I spoke to ****** ******* from Home Performance Alliance. He promised the replacement window would be installed on July 3rd, 2025. Please keep the case open until then.
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/16/2025

  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.

  FYI- the new corporate address for HPA is:11399 16Ct. N, *********************************I contracted with HPA (Home Performance Alliance) on May 3, 2024 to install hurricane resistant high impact sliding patio doors. The doors were finally installed on November 7, 2024, and subsequently passed inspection by ************** building and zoning department. Once that inspection occurred several issues had to be dealt with including:Four interior door handles are the wrong color (bronze not white), and part of the frame of one of the sliding doors is bronze, not white. One of the sliding doors does not lock as it needs to be slightly raised (per your *** easy to adjust) but it's a 2 man job. The weather stripping on one doors has become detached. In addition the application of the finishing molding need to be completed and finishing screws need to be inserted in place.Since early March 2025 I have sent a dozen emails, called every number I could find for HPA, and on one occasion went to their office in ************** where I was able to speak with *********, a customer service ***resentative, who told me she would help resolved the issues. Nothing ever happened. I then went back to the office, spoke with ********* again who promised that a ***resentative would come to our condo on Tuesday April 15. Of course no one showed up, and no one is answering the phone at HPA.

  Business Response

  Date: 04/18/2025

   

  William 

  ****** is working on the handles with Wincore with our *********** *.   he will have an update for us sometime next week on the series and the issue on the matching color 

  We have your earlier notes thank you

  Good morning *********, this is Willam ****.
  We received via *** from Wincore Windows two long boxes containing white door frames but no white door handles.
  Please acknowledge receipt of this email, and what can we expect next?
  
  
  Thanks so much,
  
  
  *******

• Initial Complaint

  Date:04/16/2025

  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 current problem is lack of response to multiple requests to be contacted regarding obtaining the above documentation for project S26650.This involves multiple payments of $24,584.00 for new windows and installation.

  Business Response

  Date: 04/16/2025

  Dear Ms. ******************* financed your project with a third party lender. Any payments you are making goes directly to them.

  HPA was paid in full by the third party lender. If you need receipts of payments you need to contact the lender for any payments you have made that has nothing to do with us.

  thank you