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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

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Home Performance Alliance, Inc. has 7 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/08/2023

      Type:Order Issues
      Status:
      Answered
      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 73 year old Lady ******** I did have a consultation with ************************* from HPA, a very charismatic sales person. I explained to him that I am on SS and I have a part time job to help meet my monthly debt. ******************* called his Senior and they got the monthly payment down to $66.00 a month. I told that was as high as I could go. This was approved via ********************. When he agreed, so did I. They came out and measured for the windows on May 23, 2023. That was when I was told I couldnt have the type of window I wanted installed in my front room. I was told I would have one year free interest then I would receive a check for $15,000 which I was to send to HPA $10,000 of that check. That my $66.00 would start in August ****. I received a letter from ****************** stating that my payment would be financing a total payment of $12,553.92 (for 6 windows). I was told my payment would be the $5,000 from the original $15,000 check. This is not was I was told by ******************* at our first encounter. I have pleaded to stop this contract, I cannot afford. I truly believe they lied to me about everything. Can you please help me.

      Business Response

      Date: 08/11/2023

      TFrances *******




      Customers Statement of the Problem:

      I am a 73 year old Lady ******** I did have a consultation with ************************* from HPA, a very charismatic sales person. I explained to him that I am on SS and I have a part time job to help meet my monthly debt. ******************* called his Senior and they got the monthly payment down to $66.00 a month. I told that was as high as I could go. This was approved via ********************. When he agreed, so did I. They came out and measured for the windows on May 23, 2023. That was when I was told I couldnt have the type of window I wanted installed in my front room. I was told I would have one year free interest then I would receive a check for $15,000 which I was to send to HPA $10,000 of that check. That my $66.00 would start in August ****. I received a letter from ****************** stating that my payment would be financing a total payment of $12,553.92 (for 6 windows). I was told my payment would be the $5,000 from the original $15,000 check. This is not was I was told by ******************* at our first encounter. I have pleaded to stop this contract, I cannot afford. I truly believe they lied to me about everything. Can you please help me.ell us why here.

      DEAR *****************************:

      BOTH *********************** OUR VP SALES AND MYSELF HAVE BEEN TRYING TO REACH  YOU FOR THREE DAYS WE JUST CALLED YOU AGAIN TODAY.. WE LEFT YOU  A MESSAGE TO CALL *********************** DIRECTLY., SO HE COULD ADDRESS YOUR COMMENTS. YOUR CONTRACT WAS SIGNED ON 4/20/2023, IT WAS ON HOLD FOR YOUR MSFH PROGRAM THAT YOU WERE SIGNED UP FOR. IT WAS ON HOLD UNTIL YOU WERE READY TO MOVE FORWARD EVERYTHING WAS DONE CORRECTLY.. YOU SIGNED THE FINANCING WE WERE ABLE TO GET YOU IT WAS A 12 MONTH DEFWERED PROGRAM WHICH WE WILL AND HAVE BEEN TRYIN TO GO OVER WITH YOU.. LETS SET UP A TIME TO ADDERESS ALL YOUR ISSUES.. WE ARE ON STANDBY TO HAVE PROPER CALL WITH YOU WE WANT NOTHING MORE THAN TO ADDRESS ALL YOUR CONCERNS. THANK YOU 

    • Initial Complaint

      Date:08/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 9 windows replaced back in 2015. Just recently I had an issue where one of the windows (located in the shower) leaking water in. It ended up destroying the shower tile, resulting in a complete gut. I called HPA multiple times and was getting the runaround. I FINALLY was able to get on the scheduleand when the time ****** one showed up. Apparently it was cancelled because they couldnt find my file. Would have been nice to know that. Several weeks later, I finally get someone to come out. They poured water in it, noticed a small amount of water saturate the concrete and said it was normal. They then asked me to pay a $75 service feereally? Come to find out after that NONE of the windows were ever properly insulated with foam. I brought this to their attentioncrickets. I was told by one of the techs that if I wanted the windows foamed I would probably have to pay for labor. I would like for the bathroom window the be replaced (or refunded) and for all windows to be foamed in (or refunded).

      Business Response

      Date: 08/09/2023

      *************************************
      *********************************************************
      Daytime Phone: **************
      E-mail: ***********************

      DEAR ***********:

      THANK YOU FOR YOUR TIME ON THE ***** TODAY AND GIVING ME ALL THE INFORMATION SO WE CAN WORK TOWARDS A RESOLUTION. WE ARE GOING TO SEND A SENIOR TECH TO YOU HOME THIS UPCOMING FRIDAY. FROM 2 TO 4PM.  8/11/23.

      YOU TOLD ME ITS ONLY THE BATHROOM WINDOW, WE WILL INSPECT IT AND TEST IT AND SEE WHAT IS GOING ON. YOU TOLD ME IN APRIL SOMEONE WENT TO YOUR HOME BUT ITS NOT RESOLVED. WE WILL GET THE RESULTS WITH SENIOR MANAGEMENT INVOLVED TO GET A RESULT FOR YOU.

      YOU HAVE MY DIRECT NUMBER SO CALL ME WITH ANY FURTHER QUESTIONS.

      REGARDS,

      **********************;

      Customer Answer

      Date: 08/11/2023

       
      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. HPA came out and looked at the window again. They are supposed to get back to me with whatever options are available. 

      Sincerely,

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

    • Initial Complaint

      Date:08/01/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 had our windows and front door replaced approximately mid July and they did not do the trim for our front door. The company is refusing to complete the job. They wont answer and wont give us any answers when someone does decide to answer. We would like the job finished so we can be done with this company.

      Business Response

      Date: 08/04/2023

      DEAR ******* AND *********;

      WE RESPONDED DIRECTLY TO YOU THIS WEEK AND HAD OUR SERVICE FINISH WORK AT YOUR HOME.

      WE REALIZE YOUR QUITE BUSY WITH THE MOVE ALSO. I APPRECIATE ***** SUGGESTIONS AND ISSUES WHEN WE SPOKE THE OTHER DAY WE ARE ALWAYS OPEN TO LEARN EVERY OPPORTUNITY SO WE MAY ALWAYS LOOK TO IMPROVE AND DEVELOP.

      **** HAS MY DIRECT PHONE AND I AM HERE TO ASSIST WITH ANYTHING ELSE.

      THANK YOU

      **********************;

       

       

    • Initial Complaint

      Date:08/01/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      From the very get go, we have had nothing but problems getting ahold of the front office workers for HPA. They wont return any calls unless you have the secretary walk back your message and force the employees to take your call. Our windows were finally installed and they brought the front door we ordered but the door didnt come with any trim. The service team said we will bring this issue up to the front office and get the trim here with a service team. Take into account that we are moving out of state in just a couple days. The new service team finally showed up today but with no idea that the stucco and trim werent here with the door!!! I called the front office, and apparently there were no notes that trim never came with the door.just horrible communication and they pestering us about signing the completion forms when the job clearly isnt done.

      Business Response

      Date: 08/01/2023

      DEAR *************************:

      YOU ALREADY HAVE A SCHEDULED APPOINTMENT TODAY 8/1/23 FOR HE TRIM WORK TO BE COMPLETED BETWEEN 1 AND 3PM.

       

      PLEASE LET US KNOW HOW THE SERVICE CALL WENT 

       

      THANK YOU

       

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

    • Initial Complaint

      Date:07/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Account: ******* Date of the transaction: 09/24/2022 Amount Paid: Down Payment of $ ***** Project Price $20.781.00 Interest $ ***** Windows and door installation with an extra doggy dog for the purchase Including the windows.They broke the window silk inside and outside while installing and did not repair them Rooms,Kitchen and patio not paint around the door. they didn't deliver on the promise of the extra doggy door.I made the claim and they gave me two weeks to resolve but they postpone the weeks and they never fixed the damages; for waiting for an answer they charged me an interest in my billing Statement.I don't know what happens with the inspection, They say that in a year to will have the visit.They signed that they completed the work and collected the money and it was not over. This company promises things and services that don't deliver.Please help me to solve this problem. Thank you *********,***************************** *********************************** Homeowner

      Business Response

      Date: 07/31/2023

      DEAR *******

      IT WAS A PLEASURE SPEAKING TO YOU AND YOUR WIFE TONIGHT.

      I WANT TO RESOLVE YOUR ISSUES PROPERLY AS WE DISCUSSED WE ARE GOING TO SEND YOU A CUSTOMER SATIS****ION IN THE MAIL THIS WEEK AS WE AGREED UPON TO COVER THE **** WE CANT DO THE DOGGIE DOOR THAT WOULD VOID YOUR WARRENTY AND THATS MORE IMPORTANT THAN ANYTHING KEEPING EVERYTHING IN ITS PROPER SCOPE FOR YOUR LONGTHERM COVERAGE.

      YOU HAD THE STUCCO DONE AS YOU TOLD ME.

      WE NEED TO SCHEDULE YOU FOR THREE ***** THAT WERE CRACKED DURING THE INSTALLATION ONE SILL IN EACH BEDROOM AND ONE IN THE KITCHEN.

      I WILL HAVE SOMEONE CALL YOU ON THAT TOMORROW.CALL ME DIRECTLY ON MY CELL PHONE TO ANSWER ANY OTHER QUESTIONS.

      THANK YOU VERY MUCH

      **********************;

    • Initial Complaint

      Date:07/19/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      February 2023 $21000 Window installation

      Business Response

      Date: 07/27/2023

      *********:

      we had issues reaching you and i left a message today. But I received good news today from ********* in our Operations department.

      ********* told me she made contact with you by text. She explained that your area requires 3 inspections, you had one so far that passed she stated.

      She told me shes waiting for a text from you on your next available day to have the next inspection.

      County inspections require the homeowner to be available at the home from the early morning to the late afternoon. They arrive on their own schedule.

      ********* told me that after your two final inspections then she can schedule you for your plugs and trim.

      You have her direct company cell phone number please continue to communicate with her directly to complete this properly for you.

      Thank you

       

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

      Customer Answer

      Date: 07/28/2023

       
      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:07/14/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On 1/4/2023, I signed with HPA windows to have Hurricane Windows installed. They installed them 4/29. They failed Inspection because Screws to hold them in werent installed properly. They failed the Inspection again on 5/19 because there were Weeper Blocks missing from Living Room Window. They came twice to rectify this problem. First time they didnt have the parts and the last time they came 6/29, they only had one. So still wont pass Inspection. My other BIG complaint is when you call, they dont answer their phone and they Wont return your call. Ive been living in a State of Disarray since end of Feb. I will NEVER RECOMMEND this Company. *** asked the *************** to help, since they payed before job was completed, PLEASE HELP!

      Business Response

      Date: 07/14/2023

      Dear *************

      You have an appointment on August 2nd. between 7am and ************************************************** order to meet the code requirements we ordered new materials. 

      It is due to arrive the end of July and we will get your job completed.

      I have spoken to you previously and i am overseeing your project.

       

      Thank you

      Elizabeth 

      CC: ************

    • Initial Complaint

      Date:07/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 made numerous attempts to contact the business to get a window replaced as the "life time" warranty states. However, there has been absolutely no attempt on their part to work with me. It has been 2 months that I have tried to resolve the issue. This company takes advantage of people and has no remorse whatsoever.

      Business Response

      Date: 07/10/2023

      DEAR ***********

      It seems you were installed prior to 2018. Its likely that you may have N South  windows a brand that was custom made for our Durashield brand at that time.

      The BBB knows we had a relationship at that time with them.

      ********************** has requested your original order from  our records and he will pull the invoice and order to review everything.

      Once we find out we will update you on the next steps.   

      be assured we are working to resolve your issues please be patient while we do our due diligence to resolve you.

      thank you

       

       

    • Initial Complaint

      Date:07/07/2023

      Type:Order Issues
      Status:
      Resolved
      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.
      On Feb 2022, I signed a contract with Home Performance Alliance to get my windows installed at my house. On July 2022, the windows got installed. However, the project was not completed, even though the financing company I used already paid them in full for the products/services. The windows were missing the sidings (outside framing) to finish the installation. When I reached to the company, for update on the project completion, I was told the product was in back order. I kept asking for updates to get this completed and I either do not get a definitive answer or keep going in circles with no resolution. The last response I received was back in June this year, where I was asked to send pictures of what I was referring to, I sent the pictures and I have not received anymore communication/updates besides my constant follow up emails and calls. It is upsetting and frustrating of how long I have been waiting to get this project completed and my concern has not been taken seriously. I would love to get this situation resolved as soon as possible without anymore runarounds since almost a year has passed since they began working on this project. Especially after the payment of this project has been completed on my behalf.

      Business Response

      Date: 07/10/2023

      Dear *****, Good news,

      These windows just need the exterior snap trim from ******* in white. Which we have readily available in the warehouse. 

      Nothing needs to be ordered nor is it back ordered. 

      I will send crew to complete the snap trim next week. 

      expect a phone call from us this week to schedule you.

      We appreciate your business.

      Thank you

      **********

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


      Customer Answer

      Date: 07/11/2023

       
      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. Please do not close the file until confirmation of the work completion has been sent from me. I just don't want to close the file and the work still being pending to be done. I will provide update once the completion has been finalized. 

      Sincerely,

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

    • Initial Complaint

      Date:07/07/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On January 21, 2021, a salesman from this company visited our home to discuss replacement windows. They were marketed as "PELLA" windows and he stated they had a lifetime warranty. Neither of which have proven to be true. Upon the windows arrival, they didn't' say Pella anywhere on them. This was a good old bait and switch. I immediately called the salesman to complain about being mislead; however, he didn't answer and the call was sent to voicemail. I called the company back and was informed by a different employee that the windows were manufactured by an umbrella company purchased by Pella. This was the first time hearing this information and news to me. Despite their deception, we elected to have the windows installed in June 2021, as they were special ordered and we had been waiting for months. In May 2023, I telephoned the company twice to inform them that two of the seven windows leaked every time it rained resulting in sheetrock damage. Both times my call was sent to voice mail with no return calls. On May 18, 2023, I sent an email to the company, again resulting in no response. At this point, the only thing I am requesting is for them to standby their product and honor their product warranty.

      Business Response

      Date: 07/10/2023

      DEAR *********************;

      ******************* OUR OPERATIONS DIRECTOR ON SATURDAY EMAILED ME THAT HE ASKED **** IN SERVICE TO CONTACT YOU AND FIGURE OUT WHAT WINDOWS WERE LEAKING AND DETERMINE WHAT NBEEDED TO BE DONE.

      HE THEN UPDATED ME AGAIN THAT HE HAD A CREW GOING TO YOUR MOTHERS HOME BY MONDAY OR TUESDAY WEATHER PERMITTING TO COMPLETE THE SERVICE WITH THE OUTSIDE TRIM AND ANYTHING ELSE. 

      PLEASE UPDATE US WHEN ITS COMPLETED.

      THANK YOU 

      Customer Answer

      Date: 07/11/2023

       
      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,

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

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

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