Business Profile

Windows

Home Performance Alliance, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

230 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

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Submit a Complaint

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:11/03/2023
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 salesperson did not give input the correct door handles when we signed a contract. When the doors were installed, we also realized we received the wrong doors. We ordered doors with 4 glass panels and they installed doors with 3 glass panels. We decided to keep them so we would not have to wait months for the new doors. They also installed the wrong handles for two sets of doors. I called HPA and was asked to show proof that the salesperson got it wrong. Luckily I had a text message with the salesperson that specifically asked for him to make sure we got the right handles. At the end of June I was told they were ordered and would take 3 weeks. In August the handles came in and HPA let me know and set up an installation. When the installer came he only had one handle to replace. He said they are ordering another set but every time I call HPA, I get a voicemail and never get called back. It's now NOVEMBER and I still haven't received the door handle and still haven't gotten a hold of anyone, even after numerous calls to any and all phone numbers I can find online for HPA. The only time I get an actual person on the line, they transfer to elsewhere and I get a voicemail. This experience is so disappointing and we spent so much money with them.
Business Response
Date: 11/06/2023
***********
**************************
************, ** 32257
Dear Mr ****************** updated me the following;
The handle set your requesting was not on the contract it was in a text conversation between ******* and ************** ******************* our Manager of Orders suggested giving you special customer satisfaction to go purchase whatever handle set they want and we will reimburse you for it.
we feel this is a positive step for you to get what you like let us know your thoughts as we want to show you customer satisfaction.
Customer Answer
Date: 11/08/2023

Complaint: 20817931

I am rejecting this response because: 1. It wasn't our fault that ************** Didn't put it in the contract. He told us to just let him know which ones we wanted after he had already made the sale and left our house. If that is your stance why did HPA tell us that they would order us the 2 handles and only deliver 1 saying they made a mistake and forgot to order two? Also ghosting us and not returning any of our calls or messages. How can I believe HPA will actually reimburse us if it's impossible to get in contact with someone who will help us unless we file a complaint with the BBB. 2. *********** tech who did install the one door handle for us said they don't sell the our door handle at any Hardware store like ****** or ********** so how are we going to get a matching door handle. If HPA wants to provide us with customer satisfaction, get us the door handle that we wanted and that they said they would order and install it so we can finally be done with them. And please stop calling us asking for more business when you can't make us a satisfied customer to begin with.

Sincerely,

***********
Business Response
Date: 11/10/2023
Dear Mr *********** Le you have passed inspection fully installed if there was confusion on the handle on your inactive door we apologize we are happy to order handle sets for holes and install them.
******************* and I are going to call you directly to get this handled directly with our management team on a fast track.
We tried you tonight and it went to a ****** phone. let us know when we can call you and rectify this.
a 407 area code phone.
lets work together and complete this.
regards,
*****************;
Initial Complaint
Date:11/03/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Transaction date was 12 August 2023, I told salesman via text message (constitutes as telegram since salesman responded) that I wanted to cancel contract on 14 August 23. Sales person refused to cancel and state contract is contingent on grant ******** Company still made the windows and still proceeded to continue with the financing, after telling them I do not want the windows made especially since the grant ***** ran out. Sales person told me after the fact, when initially they said they were apart of the grant ******** told me the company pulled out of the names accepted by the ****** Thus being false advertising.
Business Response
Date: 11/04/2023
dear *************
Thank you for your time today with ************************* our GSM and myself.

*** explained everything to you on the phone and will follow-up to take care of your exclusivley along with myself.
We will call you again next week and go over all the steps we discussed today.

regards
***************** and ************
Initial Complaint
Date:11/01/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had impact windows installed June2023. One of the windows needs service because it does not perform properly. I have made 12 phone calls spoken to one person and cant get a return call. The company is very poor at customer service.
Business Response
Date: 11/06/2023
*****************
************************************
****** **
Dear ***********
********* updated me that you have a service appointment on 11/09/2023
Please update us after the service team completes their visit.
thank you

*****************;
Customer Answer
Date: 11/13/2023

Complaint: 20809563

I am rejecting this response because: The response stated that an appointment has been made to complete the repair. I received a Text message that an appointment had been made 11/09. I responded, see attached, asking what time since no one contacted us to arrange the appointment. I indicated that on Thursday my wife and I volunteer at the hospital. We never received a reply. I even sent a text to *******, a VP for HPA see attached, to ask for his help. I never received a response either. On Thursday we received a call from our community gate security person to let us know HPA was here. That was at 10:35 am. My wife and I were already in route to the hospital. At this point I have not had any further complications with Home Performance Alliance. It is clear there isnt and hasnt been a sincere effort to repair the window.

Sincerely,

*****************
Business Response
Date: 11/17/2023
Dear ***********:
********* updated us that she spoke to you today and that your scheduled for an appointment on 11/29/23.
Please allow for our service team to work to resolve your issues then update the BBB after 11/29/23.
Thank you
*****************;

Customer Answer
Date: 11/30/2023

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:11/01/2023
Type:Order 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.
HPA - Territory Manager ******************************* used deception tactics to close the deal on roof construction. **** MYSAFEFLHOMES offers Grants to eligible recipients who qualify through the **** program. ******* called and said we were approved., set a start date, when the nearing completion i tried to log into my portal but was having difficulties , so I called customer service and found that information he provided wasnt true And that my application was placed on pause. HPA Home performance Alliance promised Hurricane mitigating/ certificate of completion final inspection none which have been carried out. Please help find resolution. Theres minor unfinished work hurricane clips
Business Response
Date: 11/01/2023
DEAR ***********************;
Unfortunately, the **** program has been paused until they allocate additional funds to the program. We are under the impression that the **************** will be meeting again very soon to approve additional funding. Once they receive the additional funds, your **** portal will become active again and you can continue the process to receive your grant ****** We do apologize for the inconvenience and will help you continue the process once your portal is active again. Please call our office once your **** portal is active and we help you complete the process.
Regards
*************************
***********************
Customer Answer
Date: 11/02/2023

Complaint: 20804245

I am rejecting this response because:

Sincerely,

***********************************
************* Im not satisfied with your response following reason your statements regarding future funding may have a ring of truth but unfortunately., it doesnt have a scintilla of truth in regards to the present situation.Your company or the company that you represent didnt follow the steps put in place by the **** program if you take your time to investigate you would discover as much. 1) No construction is to commence prior to GRANT ********* 2) funds I cant be reimbursed because I was led to believe that i was approved and started upgrades prior to approval, so now that makes me ineligible for labor, cost of materials reimbursement.
Business Response
Date: 11/04/2023
Dear *********************** i spoke to ************************* our GSM and heres his response to his conversation with ************************, on Friday 11/3/23.
*** stated, we have information that we recently viewed that the **** is meeting next week to look at adding more funding.
After your portal gets unpaused ********; stated he will help you to see what your next step is.
Hes willing to work with you in every way but he had some issue having a full conversation with you due to Mrs *********** being upset and using strong language which doesnt resolve anything.
lets have a proper conversation with *** and we promise to do whatever it takes within our control to take care of you.
Thats a promise

Customer Answer
Date: 11/07/2023

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:11/01/2023
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.
Hired company in 2023. Did Window install in Jan. have been trying to get the punch list completed for the last 7 omths. I have had service out several times, they show up, dont know about what needs done or dont have the required parts needed to complete the job. I have been leaving messages for someone to call me back, with no one reaching out. I am trying to talk to someone to confirm the appt that was scheduled for 10/30 between ***** and no one showed up, called 7 times to mulitple #'s only for no one to answer and no one calling back. They have been paid since Jan. **** and I still have two windows needing replaced and three screens that have been damaged since install and Trim placed on my window. They also sprayed in spray foam and have now messed up my brand new siding that also needs to be fixed.
Business Response
Date: 11/06/2023
*****************************
*****************************************************************************
Dear ********* heres my update from ********* in Operations:
*********************************************;Sliding Glass Doors - ByPass (Active)
Appt for 12.1.23 - 11/01/23 -As ***************** Report, ''Screen's Done, ****** Board Done, 2nd Story Window Needs to Be Rescreened and ****** Board Painted''.
Got a brand-new trim job for no charge as customer satisfaction
Please update us after the service appointment but I have listed what was done so far.
thank you
************
Customer Answer
Date: 11/08/2023

Complaint: 20800123

I am rejecting this response because:
I still do not have the two window replacements and one screen upstairs still needs replaced. Once again havent heard from ********* in over a week, when she promised a call back the day the technician was here! She doesnt know why windows werent done! Checking on that, no response. Trim was not complimentary for customer satisfaction, it was in my contract and all the other window trim was put on 9 months ago, but I was left with no trim on my front window for over 6months bc they ran out and it took 7 separate trips of technicians coming to my house only to not have the trim or not be able to get it at ********** (tons of excuses and lies)! Trim needs painted and nail holes filled, caulk is all over my brand new siding and paint job that is 5 months old.

Sincerely,

*****************************
Business Response
Date: 11/10/2023
Dear *********:
Please know you have already been notified that you have a sash coming in which was ordered.
You were called on 10/31/at 1pm.
Your appointment you were told was 12/1/23 after your product arrives.
thank you

*****************;
Customer Answer
Date: 11/14/2023

Complaint: 20800123

I am rejecting this response because:
I was never notified or called or have a voicemail! Who called, who left a message? NO ONE! So theres another lie! I need two window sashes, not one What about the paint for the trim, filling in the nail holes on the trim and touching up the house, its got caulk on my new trim? I had a contractor her for 2.5 months this summer replacing my siding and painting the house! I made several calls telling you all this summer I needed the trim in so it could be painted! Since you took an additional 6 months to trim one window I dont have access to the painter anymore, so you all will need to fix that issue. Also what about the last screen that needs repaired? Problem with this company is they cant handle a punch list, and they dont communicate! Ive already missed 50+ hours of work with them coming to my house 9+ times! Ridiculous! Maybe you should have a manager coming by and doing quality assurance on your jobs! For the 100th time I dont work for your company and you all never know whats going on and have only half the information ever requested!

Sincerely,

*****************************
Initial Complaint
Date:10/30/2023
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.
Had hurricane windows installed in August 2023. Because of the heat of the summer, I never attempted to open the windows until October. The third panel of my pocket patio doors do not open, two windows will not stay open and a stationary kitchen window has a wire protruding. I began attempting to contact the service department on Oct 9. I was directed to the *********** office. Each time I got only a voicemails. I called a total of 6 times with no answer. I sent pictures to the office. I found the number of the original install leader and texted him. Again no answer. That was attempt #7. Finally I filled in a customer service form on line with a promise of an answer in 24 hours. Again no answer. My last contact with the customer service form)#9) was telling them I would be contacting the Better Business Bureau.
Business Response
Date: 11/01/2023
Dear *******************************:
We asked ******************* our Director of Operations to contact you immediatley.
He spoke to you today and has you on a expediated service track for 11/10/2023 with *** our Service tech to take care of your issues.
Thank you for reaching out.

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

Customer Answer
Date: 11/02/2023

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:10/26/2023
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.
Multiple attempts have been made to contact Home Performance Alliance, Inc. Since 9/7/23. I have called and emailed them multiple times. NEVER have I actually spoken to a representative that could address my issue. What I need is my paid invoice that was sent to me by HPA was on their letterhead and I need it to be on the my Safe Florida Home ********************** cover sheet. I have even sent them this cover sheet and ask them to fill it out but have not received any response from the representative from that company that is handling them by Safe ******* Home ****** I have even asked to be transferred to the supervisors for example, *****************************, *******************************, and ***, but have only been able to leave a message on an answering machine.
Business Response
Date: 11/01/2023
Dear *********************:
We immediatley reached out to ******************************* our MSFH Coordinator.
Shes reaching out to you today to get you an invoice,
Please ask her anything else you need.
regards,
**********************;

Customer Answer
Date: 11/02/2023

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:10/26/2023
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.
We bought hurricane resistant windows from them. Several of the panes were not keeping the insulating properties. HPA came and replaced two of the four panes and we were informed that they were still waiting on the other two. This process started October 2022 when they replaced the first two after waiting 8 months for them. Two months ago they came to replace the last two. One on the panes that was sent to the contractors was cracked and another would have to be ordered. While installing the first pane the frame was damaged. I have been calling them asking for them to contact me and let me know when they were going to fix both the pane and the frame thayt was damaged. I have not received a call back letting me know when they are going to do something. If they have called me there has been no message left.
Business Response
Date: 10/27/2023
DEAR *****:
********* AND ****** IN SERVICE WERE NOT AWARE YOU HAD AN ISSUE. THEY READ OVER YOUR COMPLAINT AND RESPONDED BACK.
PLEASE CALL THEM ON THEIR COMPANY CELL PHONE DIRECT AT ************.
WE WANT TTO RESOLVE YOUR ISSUES ASAP.
PLEASE CALL US BACK.
REGARDS,
*****************;
Customer Answer
Date: 11/07/2023

Complaint: 20775913

I am rejecting this response because:I have not heard from the company

Sincerely,

*************************
Business Response
Date: 11/10/2023
Dear *****:
We were out there in 2023 of this year to replace seal failure we were out in your home several times as you know.

We have an appointment scheduled for 12/4/2023 to replace an *** that came cracked form the factory. We were just at your home on 11/01/2023.
(this in no way was the fault of HPA it came wrapped up cracked from the factory)
We are already waiting for your replacement due in in late November for a 12/4/23.
we have had multiple service appointments and we will complete this when the next parts arrive as stated.
Thank you
************

Customer Answer
Date: 11/13/2023

Complaint: 20775913

I am rejecting this response because: you only addressed the replacement of the *** but not the damage to the frame of the other IGU replacement.

Sincerely,

*************************
Initial Complaint
Date:10/26/2023
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.
Impact windows installed August, 2018 and are under warranty. Seal failed on one and we called them March 1, 2023. Spoke for a brief moment with ****(?) in ******************* He said he would call back but never did. Called 4 times since then and left messages but never received a call back. Sent 2 emails and only received a reply saying someone would get back but no one ever did. Called their advertised Help Hotline twice and left messages but no one has gotten back. Texted the woman who sold us the windows and she claims to have made contact with people who would get back but no one has. Sent an email to their VP *********************** but haven't received a response.
Business Response
Date: 10/27/2023
DEAR *********;

WE LEFT A VOICE MESSAGE FOR YOU TODAY TO CALL OUR SERVICE PERSON DIRECTLY ON THE COMPANY CELL PHONE
AT ************ SO WE CAN TAKE CARE OF YOU. PLEASE CALL ASAP.

REGARDS
*****************;
Customer Answer
Date: 11/04/2023

Complaint: 20773065

I am rejecting this response because: HPA called once following my complaint to BBB and left a message with me to call ********* back at **************. I called back and left messages with her 11 different times during the week but I haven't received a call back. I also texted her once at the same number with no response. The company tells you about their great customer service but it appears that the very opposite is true. No one ever answers their "Help Hotline" and messages left with that number never result in a return call.
Sincerely,

***************
Business Response
Date: 11/10/2023
Dear *********:
I had ********************** in Operations call you today. She stated she spoke to you and that your sending photos of the seal failure to ** directly.
We will take action and get them directed to the Factory asap. We are committed to resolving your service please be patient we will take care of you.
Regards,
**********************;

Customer Answer
Date: 11/13/2023

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,

***************
Customer Answer
Date: 03/26/2025

Complaint: 20773065

Please refer to my prior complaint ID ********. I thought the complaint was resolved when ***** ****** from Home Alliance assigned a specific person to get a replacement windowpane for me in November, 2023. I followed up with the company several times and only got responses saying that the replacement was in progress. In April, 2024 l was told that another person was assigned to get me the window. Despite my occasional calls nothing progressed. In fact no one ever returned my phone messages and finally I sent a letter to ***** ****** at Home Alliance in December, 2024 since he was the person who replied to BBB regarding my original complaint in November, 2023. He called me and apologized for my experience and assigned yet another person to solve my problem. That person was *******. ******* called me on January 3, 2025 and assured me that he would get the windowpane in about a month. I called him on March 10th and he said he would call back within a day on the status of the replacement but he has not called me to date. I then sent a letter to ***** ****** on March 15th and he has not responded to my inquiry or my offer to have a local company do the job and have Home Performance Alliance pay for it.
Business Response
Date: 03/28/2025
Jack:
Your order was submitted: See Attached

2018 Soft-Lite Order # *******-00 Line ***** DH Barcelona Lock Sash Seal Failed (see attached).

Sincerely,
******
Customer Answer
Date: 03/31/2025

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:10/18/2023
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.
Ive bought windows and slider from this company in March of ******************************************************************************************************************************** september 5 said door was never ordered here it is October 18 and every time i call i leave messages and nobody returns calls they even have a complaint number that says you will receive a call in 24 hrs and you never do they have already received the money for the job and they dont respond!
Business Response
Date: 10/20/2023
Dear ***:
The sliding glass door screen will be delivered by the factory by Mid November, eta around the 16th.
Thank you

****** K
*****************;
Customer Answer
Date: 10/24/2023

Complaint: 20744995

I am rejecting this response because:
This company lacks communication with there customers . Like i said when you guys came out to me the first time your tech said everything was ordered. Then 4 weeks later he comes again for another issue and said i remember this and i called it in well when he called they told him there was no record of him ether being there the first time this is uncalled for .I think you guys should be comping me for all the ** ive been through.

Sincerely,

*********************
Business Response
Date: 10/27/2023
DEAR *************** HERES OUR LATEST UPDATE FROM OPERATIONS:
11/30/2023 7:00 AM 9:00 AM Preemptive scheduling 09/13/23 -As per **************** Report, ''Need to either order new Screen door/hardware or wheels/Rescreen/locking mechanism''. CWS Order # ****** Est.Ship Date: 11/15/2023. LK
YOUR ISSUES AND PARTS HAVE BEEN ORDERED AND ARE DUE IN AS NOTED ABOVE.
PLEASE CALL ********* OR ****** ON MONDAY WITH ANY QUESTIONS.
REGARDS,

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

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Home Performance Alliance, Inc. is NOT a BBB Accredited Business.