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.

  1780 102nd Ave N Ste 500 Saint Petersburg, FL 33716-3603

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:06/26/2023

  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.

  In may of 2020 we had sliders installed by home performance alliance with a warranty and guarantee of service for lifetime. we had two service calls on the tracks. now we have a squeek on the doors, we called and the person told us to just lubricate the that they would charge a service fee to come out. we have a lifetime warranty and guarantee. we want it honored.

  Business Response

  Date: 06/30/2023

  dear ************;

  as we explained we had a tech drive by your home as we were unable to reach you for a bit. we certainly wanted to take care of you and we will come by your home on your warranty service and Lubricate the door and do whatever else is necessary to assist you.

  before this review posted we already had you scheduled for a service call on July 11/2023, please confirm this appointment. please call the office and ask for ********* or myself ***** and say we sent a request to you to call us directly.

  our number is ************.also send it to ******************************* .

  ********* will text you also to confirm today.

  Thank you

   

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

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

   

  Customer Answer

  Date: 07/06/2023

   
  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:06/20/2023

  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 ordered 72 new windows and doors after Hurricane ***. With a cost close to $300,000. They installed the windows in Dec. 2022. They came and measured and ordered some windows the wrong size and without privacy glass. They have been notified several times that the windows leak since their installation. I have sent numerous text with pictures showing what is happening. They have not resolved the issues. I have water pooling in several areas in the house. This is rainy season and hurricane season. What damages are going to occur because they haven't bothered to fix the issues. They have sent workers out several times and issues haven't been resolved. They have finally gotten one door not to leak out of the six. he right size window over the door doesn't leak after the install.

  Business Response

  Date: 06/23/2023

  DEAR MS ************************** UPDATE THE BBB THAT YOU AND I ARE WORKING DIRECTLY WITH EACH OTHER. WE HAD TO RESCHEDULE STUCCO PEOPLE THAT WORKED AT YOUR HOME YESTERDAY. THEY DID STUCCO AND SOME PAINTING. PAINTING WAS NOT ON THE CONTRACT BUT WE DID IT TO SHOW GOOD INTENTIONS.TO WORK TOGETHER.

  YOU HAVE A LARGE PROJECT AND YOU HAVE HELD BACK SOME FUNDS UNTIL ITS COMPLETE. WE ARE GOING BACK AND FORTH WITH EACH OTHER AND THEAM WITH PICTURES AS WE DID TODAY TO ENSURE EVERYTHING IS COVERED. WE THANK YOU FOR YOUR ADDITIONAL PICTURES YOU SENT US THIS MORNING TO HIGHLIGHT THE SERVICE CHECKLIST.

  THESE ARE SERVICE ISSUES THAT WE ARE WORKING TOGETHER ON. WE REFER TO IT AS A PUNCHLIST.  YOUHAVE MY DIRECT NUMBER.

  YOU UPDATED ** YOU WILL BE IN ******** FOR TWO WEEKS SO WE NEED TO UPDATE WITH YOU TODAY BEFORE YOU LEAVE.

  THANK YOU

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

• Initial Complaint

  Date:06/16/2023

  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.

  Dear Home Performance Alliance,This is to again formally request a refund in the amount of $2830.00 for the following: Refund of cash deposit made towards contract (S31535) dated May 27, 2023 for roof replacement located at ******************************************************************************************************The refund is being requested due to your company rep. *************************** stated via text message that the contract (S31535) has been canceled by the *** of the company due to the estimate being too low. No services were rendered by Home Performance Alliance other than a free cost estimate done by *************************** on May 27, 2023 so I am requesting my cash deposit of $2830.00 be refunded.If a refund is not administered by June 23, ************************************************ addition to the refund amount, a request for reimbursement of filing fees, attorney's fees, and any other costs associated with obtaining the refund amount may be pursued.

  Business Response

  Date: 06/16/2023

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

  IT WAS A PLEASURE TO SPEAK TO YOU AND YOUR WIFE TODAY. I APPRECIATE YOUR TIME ON THE PHONE. 

  YES, YOUR CONTRACT WAS CANCELLED, AND I PERSONALLY MADE SURE THE CHECK WAS SENT OUT ***** TODAY WHICH YOU HAVE THE TRACKING NUMBER ON A EMAIL I SENT YOU.

  YOU HAVE MY PHONE IF YOU NEED ANYTHING MORE.

  THANK YOU SIR,

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

  Customer Answer

  Date: 06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  They issued a refund in the amount of ******* via check which was sent to me via ***** and arrived on Monday, 6/19/23 .

  I have deposited the check into my bank account, but do to the amount of the check a hold on the funds was placed on it until 6/25/2023.

  This resolution "upon clearance of the check on 6/24/23" is satisfactory to me. Thank you for your prompt assistance on this matter. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/09/2023

  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.

  ON THE EVENING OF THURSDAY, MAY 18, 2023 HPA SALES REP ************************* CAME TO MY HOUSE TO DISCUSS REMODELING TWO OF MY BATHROOMS. AFTER AGREEING TO A PRICE I SIGNED A CONTRACT FOR THE AMOUNT OF $46,000.00. SHE REQUESTED A DEPOSIT OF $13,800.00 OF WHICH I GAVE HER A PERSONAL CHECK. AFTER SLEEPING ON THIS DECISION I USED MY LEGAL RIGHT TO CANCEL THE CONTRACT THE NEXT DAY, FRIDAY, MAY 19, 2023. I CALLED ***** AT HPA IN ************ AND ADVISED HER THAT I WAS GOING TO CANCEL AND IMMEDIATELY ******* THE NOTICE OF CANCELLATION ( PAGE 5 OF MY 12 PAGE CONTRACT) WHICH WAS RECEIVED ON MONDAY, MAY 22, 2023 AND SIGNED FOR BY ************** AT THEIR *********** OFFICE. THE NOTICE OF CANCELLATION ****** "IF YOU CANCEL, ANY PROPERTY TRADED IN. ANY PAYMENTS MADE BY YOU UNDER THE CONTRACT OF SALE, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED WITHIN 10 DAYS FOLLOWING RECEIPT BY THE SELLER OF YOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE CANCELLED". MY CHECK WAS DEPOSITED RIGHT AFTER I CALLED ON MAY 19, 2023. TODAY IS FRIDAY, JUNE 9, 2023, 18 DAYS SINCE THE RECEIPT OF MY CANCELLATION NOTCE AND 13 BUSINESS DAYS SINCE RECEIPT OF MY NOTICE. I HAVE MADE NUMEROUS CALLS TO ***** ABOUT MY REFUND ONLY TO BE TRANSFERRED TO HER ANSWERING MACHINE, TO WHICH I HAVE LEFT NUMEROUS MESSAGES. I ALSO CALLED THEIR 800 NUMBER FOR COMPLAINTS AND LEFT MESSAGES THAT WERE SUPPOSED TO BE RETURNED WITHIN 24 HOURS ACCORDING TO THE RECORDING AND HAVE NEVER BEEN CALLED BACK. ALL I WANT IS MY $13,800.00 BACK. I EVEN OFFERED TO COME TO THEIR OFFICE TO PICK UP A CHECK. I HOPE YOU CAN HELP ME. THANK YOU. SINCERELY, *********************

  Business Response

  Date: 06/10/2023

  Dear ****************:

  First may I thank you for your time on the phone yesterday to discuss the situation. I understand everything as we discussed. i hope i reacted to meet your expectations.

  I appreciate your understanding as you know I made sure it went out for Monday 6/12/23 delivery to your home i emailed you a tracking number today. 

  We certainly appreciate every opportunity to earn a new customer now or in the future.

  You have my direct number please feel free to call me with any other issues.

  Thank you Sir,

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

  Customer Answer

  Date: 06/13/2023

   
  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,
  
  *********************

• Initial Complaint

  Date:06/06/2023

  Type:Sales and Advertising 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.

  On 3/27/2023 I entered a contract with this company for a bathroom remodel. I paid ****** down and took a loan from ****************** for ******** On 3/19/2023 project manager ** came to my house took measurements and confirmed contract with the exception of the shower product ( to expensive for the quote) While on speaker the salesman ********************* said he would make it right. On 4/20/2023 HPA took a draw out from sunlight financial in the amount of $4,424.50.On 4/25/2023 I received a email from Gabe that the project was being cancelled because of the shower product was to expensive. On 4/27/2023 I received an email from ***************** that all $$ was going to be returned. Through several emails some nice some not . And several phone calls to *********************** ( financial @ HPA no one will return or email me back regarding the $$$ they still have from sunlight,I have received my $****** back

  Business Response

  Date: 06/06/2023

  Hello ******************:

  This case has been resolved. We contacted ***************************** and they reversed the loan and closed it out.

  I have confirmation from our CFO it was reversed and they took the funds back.

  You have no worries and most likely when you posted this BBB it was in process as I was the one that contacted them directly to take care of it and they did. 

  Thank you

  Peter 

  Customer Answer

  Date: 06/09/2023

   
  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:06/06/2023

  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.

  I had an employee from Safelight AutoGlass recommend Home Performance Alliance (HPA), he told me they were very good and reliable. So, I called HPA and a salesman came out to my house to give his pitch. I was not expecting what looked like a door to door salesman. According to the contract his name is *************************. He had a brief case and a partial window to show as examples. I told him multiple times I was not interested in windows but he insisted on walking around my house and inspecting/counting them. He talked for way too long about the doors, 2 exterior doors are what I badly needed. It was obvious I was desperate. I'm new to ******* and my front exterior door was missing several pieces of glass so my air conditioning was exiting the house. I do not want to pay to cool down ***************** so I had aluminum foil up as a temporary fix. I think he used that to take advantage of me (a single 36 year old female who lives alone). He first quoted me $10,000. Without pause I told him he was insane, collect your items and get out of my house right now. He refused. Told me to wait, hear me out, I felt uncomfortable and in a compromised position. Long story short, he brought the price down to $7,500 and it was supposed to be done in 6 weeks. I was lied to so I could be manipulated into signing a contract they knew they couldn't uphold. Its been 6 months, the doors have been terribly installed, I can't get them to come back and fix the doors or the door bell that consistently chimes now and they are not responding to my calls and texts. I got a letter in the mails stating their office would call me to schedule my final inspection with the building department, but in 3 weeks they haven't called. I'm moving very soon and I need this project completed. I never would have signed their contract if they would have been honest about the timeframe. I think it would be fair to have a price adjustment for all my troubles as well. What can I do?

  Business Response

  Date: 06/09/2023

  *****

  GOOD AFTERNOON I UNDERSTAND THAT THE SERVICE WORK WAS COMPLETED TODAY AND YOU WERE GOOD WITH THE RESULT.

  PLEASE UPDATE US ON THIS MATTER ITS APPRECIATED.

  REGARDS

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

  Customer Answer

  Date: 06/17/2023

   
  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.
  

  More specifically, am I GOOD with the result or happy with it.  Absolutely not.  Am I accepting it because it's apparent your business can't do better, yes.

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

• Initial Complaint

  Date:06/01/2023

  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.

  This business refuses to return my phone calls or emails. I'm not one to file these complaints and never have before, but when I have paid for services, I expect a call back. I've made repeated attempts to let them know that I need them to fix a window balance per the inspector and yet they do not call back. This is time sensitive given my limited time in *******.

  Business Response

  Date: 06/03/2023

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

  BOTH ********* AND i SPOKE TO YOU TODAY TO UPDATE YOU ON THE BALANCER. ITS DUE IN AND WE SET AN APPOINTMENT FOR YOU AS YOU KNOW. 

  WE ALSO WENT AHEAD AND ORDERED YOU A FACTORY SCREEN. USE THE ONE WE REDID FOR YOU AND YOU WILL HAVE ANOTHER ONE WHEN IT ARRIVES. 

  PLEASE UPDATE US AFTER THE 12TH AS EVERYTHING DHOULD GO ACCORDINGLY WITH THE PART IN BEFORE THEN. 

   

  THANK YOU

   

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

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

   

  Customer Answer

  Date: 06/06/2023

   
  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.
  

  The VP and an associate responded after my complaint. They intend to send someone on June 12 to resolve my issue. 
  

  Hopefully, they find a way to communicate better with future customers. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/26/2023

  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.

  December 22, 2022: Contract was signed with Home Performance Alliance that included installation of front door (double door) & 9 hurricane proof windows.April 6, 2023: Incomplete installation of nine windows. Installers broke the window sill which they said would be fixed at a later date. This was noted by installers and signed off by ********************* 13, 2023: Double Door Storm Installation: Door lock was broken by installers who stated that a new lock would be ordered and installed within the next week. April 18, 2023: Text door installer requesting update. Was advised by *****, that the lock had not been received but he promised to call back with an update that evening or the following day. *** never heard from him again. As of today, May 22, 2023, we have yet to receive a front door lock or receive communication from HPA when this issue will be resolved. Because we cannot lock the front door to our house, we have been unable to leave our house empty, for fear of leaving our valuables unguarded. We have also experienced a lack of ************ stress for fear of intruders. It has been 6 weeks since this incident that includes repeated phone calls & text to the customer service department with no results or communication. April 27, 2023: ****************** our lender for this project, was contacted where we opened a formal complaint case for incomplete contractor work. I advised that full payment had been rendered to contractor, Home Performance Alliance. Since then, we have spoken to several representatives stating they have reached out to Home Performance Alliance. The last rep we spoke with was ***** on May 22, 2023. He stated they have reached out to Home Performance Alliance with no response. I have done business with a lot of companies and contractors but this has been the worse experience I have ever been involved with. List of incomplete work:1) Front door lock installed 2) Window screens installed 3) Broken window ***** fixed

  Business Response

  Date: 06/02/2023

  Customer Information:
  ***********************
  ************************************************************

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

  ON 5/3/23 A SERVICE REPRESENTATIVE ORDERED A REPLACEMENT MULTIPOINT LOCK FOR THE DOOR WITH **** OUR ORDER MANAGER.

  THE SERVICE DIRECTOR ******************* HAS ALSO INFORMED ME THAT THE *** SCREENS SHOULD BE IN THE WAREHOUSE AND THE ***** CAN BE INSTALLED AT THE SAME TIME AS THE DOOR LOCK WHEN IT COMES IN.

  WE ARE WAITING FOR A ETA ON THE LOCK.

  I WILL FOLLOW-UP WITH THE SERVICE DEPARTMENT ON THIS MATTER.

  REGARDS,

   

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

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

   

   

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20107992
  
  I am rejecting this response because:

  
  *******************,

  In response to your update on the replacement of the multipoint lock for the front door of my house replaced on April 11th of 2023. As expressed to your customer service manager, ****, in a text sent to his phone number of **************, my front door has been inoperable, held together by a chain and lock I had to purchase myself from a hardware store. The individuals you contracted to install my front door left me with no way to secure my house to protect my belongings and my family, leaving both, susceptible to theft and harm.  

   

  On May 3, 2023, **** contacted me directly and requested pictures of the chained door, as well as damages caused by the replacements of my front window. This information was sent to him via text message. After multiple attempts to follow-up by calling and texting, I have not heard back from your company and from what you are stating, at this current time, my family will have to wait for your company to receive an ETA when the door lock is received in your warehouse. This is an unacceptable response to the circumstances surrounding the risk to my family. It is apparent that the thirty plus thousand you have received from my lender, your reputation and my families safety is of no consequence, and putting a rush order on the lock needed was never an option. Again, I remind you, that it has been since April 11th and I was advised by the contractor that he would be back to replace the lock that following week. 
  

  
  

   At this time I will reach out to the ************************* as I was instructed by our lender. As a solution to my immediate need for a door lock, I will contact a lock ***** for an estimate of cost and time frame to get this resolved. I have no other options but to protect my belongings and family immediately and hope that you will be gracious enough to refund me that cost. 

  
  

  Items:

  
  

  Bug Screens

  
  

  Completion of installation of windows (this includes trim around windows, after inspection)

  
  

  Replacement of broken window sill.

  
  

  Replacement of multipoint lock.

  
  

  Letter of apology from owner for the stress caused by this issue!

  
  Good day 

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

  Business Response

  Date: 06/20/2023

  Dear ***************:

  I received updates on your project from Operations this morning.

  ************* updated me that ******************* our Ordering Manager ordered a Schlage Multipoint 2x100 lock for you.

  As soon as it comes in we will update you directly. The Bug screens were ordered as well.

  We will directly call you when everything comes in.

  We will replace your broken sill when we come to your home with the items.

  We are sorry your upset and want to make things right for you.

  thank you

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

  **** Robey 

   

• Initial Complaint

  Date:05/24/2023

  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 contracted with the Company to install a front door (double door), for a price of approximately $10,500, to be paid after 2 years (financing was done through another company PowerPay - which is now sending me monthly statements).Installation was performed around September 15th. I immediately informed them (the next day), of the following issues: - door doesn't open from the outside - doors are misaglined to each other - one window pane is higher than the other. - doors are misaligned in other directions as well, with gaps all around. Per the contract, HPA was to pull permits, which they also have not completed, as the door installation has not been completed and obviously final verification from the county has not been performed. They sent a different tech within the next few days to try and fix the issues. They were not fixed, but they said that they will get back to the office and order new doors. Long story short, the issues has not been resolved yet, the company is not communicating appropriately. I want to cancel the contract, I do not have the believe that they can actually install a door properly.

  Business Response

  Date: 05/31/2023

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

  I WAITED UNTIL I HAD THE EXACT INFORMATION FROM THE SERVICE DEPARTMENT TO PROPERLY RESPOND TO YOU.

  YOU HAVE AN APPOINTMENT SET WITH SERVICE TECH ***** ON 6/5/23 TO INSTALL NEW PARTS AND MAKE CORRECTIONS ON YOUR ENTRY DOOR.

  ONCE THE SERVICE APPOINTMENT IS COMPLETED PLEASE UPDATE YOUR RESPONSE THEMN AFTER WE MADE AN ATTEMPT TO CORRECT THE ISSUES.

  THANK YOU SIR.

• Initial Complaint

  Date:05/19/2023

  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 bought a house where the prior homeowner had contacted to have doors and windows replaced. Through the Counties Permit website I was able to determine the work was done by HPA. A large rat got into the house and it destroyed the bottom 8" of my Astragal on a set of double doors going to my patio while he tried to escape the house. I need to get it replaced, I know its not under warranty, I just need to know where to get one, who to purchase it from or who can fix it for me. I made phone calls to HPA's ************ location from mid-January until March 1st of this year, nine in total. So on March 3rd, I drove over the address on the website to try to speak to someone. *********************************** an Operations + Production Assistant came out to help, she found the original contract and permit paperwork. She then directed me to contact Better Doors for the part, they were unable to help as they do not have the part i need.The last message i received was that they are still researching, but i should try to reach out to other companies. I have tried several companies with no luck and all. If the installing company who's this is there business cant provide the information I need what chance do I have on my own?

  Business Response

  Date: 05/22/2023

  Dear ***************:

  We reviewed your interaction complaint with the BBB and we feel we answered you the best we could at the time. We sold product to the original homeowner, you purchased the home and it seems you had some issues with various matters.

  You came in contact with one of our employees at the time who directed you to contact ************** for the part you needed.

  I feel we did our best to assist and gave you the best information that was available. If you have a suggestion for anything else please let us know.