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.

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

• 

  Home Performance Alliance, Inc.

  7159 Seminole Blvd Saint Petersburg, FL 33707

• 

  Home Performance Alliance Inc.

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

• 

  Home Performance Alliance, Inc.

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

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:05/16/2023

  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.

  Ordered new front door $14000. In Jan 2023, said it would be built and ready mid March ., all good . HPA applied for permit from city of ****** . HPA still did not have permit as per my phone call . HPA had been waiting a week . I went to ****** and got it immediately. HPA did not know to get permit on line . I emailed to the salesman , they came out a week later to install door step one. The dead bolt was out of alignment and door handle was not bronze as ordered but silver. I reported issue to HPA my salesman as supposedly did installer . a week or ten days later , an inspection was done done remotely with ****** and the inspector from HPA was to bring bronze door handle . He did not bring it . I called customer service (****)and he said the inspector was an idiot and obviously did not read the paperwork . Inspector tried to align deadbolt , still not perfect alignment but better . He said he would be back next week with correct door handle and would correct alignment of deadbolt . This past Friday May 12 , he came as promised however there was only one door k*** , not two . Said he would have to order door ****.My salesman doesnt call back , customer service doesnt return calls left on voice mail Know idea when they will install correct door k*** . Totally frustrating.Help Thank you *********************** ************

  Business Response

  Date: 05/22/2023

  DEAR *****

  WE SPOKE TODAY TO UPDATE YOU ON THE DOOR ****, AND ON THE OTHER SERVICES AS DISCUSSED WITH *******

  YOU HAVE MY DIRECT NUMBER YOUR K*** IS DUE IN ABOUT A WEEK LETS FOLLOWUP NEXT WEEK UNLESS IT COMES IN EARLIER.

  THANK YOU

   

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

  Customer Answer

  Date: 05/23/2023

   
  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:05/12/2023

  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 purchased a patio sliding glass door from Home Performance Alliance on 5/16/2022. The pre-interest amount for the door was $9,750. The company installed the door on August 6th, 2022. It passed inspection and the final employee came out weeks later to put in the final strips to cover the screws. That had to stay open for inspection. Before the inspection, I noticed a long 5 1/2" scratch on the left inside door and several chips of paint gone on the inside right side door handle. I pointed these issues out to the employee who came to cover the screws. The scratch was too deep for him to buff out so he said he will file for a replacement. He never completed his work due to a door needing replacement. Weeks passed and I heard nothing. I made several attempts to reach customer service to have the replacement done. I was finally told to call the complaints ****** which I did. I left several messages before anyone responded. I filed a complaint. Weeks passed and I got a call and two text messages (11/7/22) from the installer trying to install the new door and handle but he was only available when I was at work. I made several attempts to call and text him I'm here every ****************** He never called me back. I called the complaints line again and had a man from that ***** call me while at work. I asked for him to call later, he said he'd call that night at 6pm. He never did. It's now May 11, 2023 and I still have a scratched door and dinged-up door handle. I need your help to get the replacements done and I would also like a $500 refund due to the lack of quality product and customer service. This has been taking up a lot of my time to find a resolution. Thank you.

  Business Response

  Date: 05/16/2023

  DEAR ******

  *************************** OUR SERVICE ADVISOR EMAILED YOU AND THE FACTORY CWS TO REQUEST THE FOLLOWING IN A WARRANTY SERVICE ORDER;

  ON 5/16/23 AT 5:19PM A ORDER WAS PLACED ON YOUR BEHALF FOR BOTH THE ***** J AND THE DOOR HANDLE.

  THIS WARRANTY IS SUBMITTED AND WHEN IT ARRIVES WE WILL CALL YOU AND INSTALL THE PARTS. THIS IS ALL COVERED UNDER YOUR WARRANTY 100% 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20049009
  
  I am rejecting this response because: they were informed last year that the door and handle are damaged. I called their complaints department several times to get this resolved with no success. This isn't a warranty issue but a damaged product and poor customer service issue. They need to replace the door and handle and give a $500 refund. This door and their service isn't worth over $9,000.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/19/2023

  ******

  this is warranty work  when the parts come in we will replace them if there are other issues we will course correct   this is the only avenue we can TAKE AT THIS TIME,

  Please be patient  until the product arrives, there is nothing more we can say to you and the BBB until the product arrives.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20049009
  
  I am rejecting this response because: I'm unclear what the delay is. As you can see from the attached screen shot, I was contacted last year that the parts are in and they only needed to schedule the replacement. What is the problem?
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/31/2023

   

  DEAR ******;

   

  WE DID PUT AN ORDER IN AS YOU WILL SEE BELOW FOR YOUR RECENT INTERACTION.I DID A CUT AND PASTE FROM  THE ACTUAL ORDER SITE IN SALESFORCE 360 SO YOU HAVE THE EXACT INFORMATION AND DAY IT WAS ORDERED. 

   

  05/16/23 -CWS SGD panel & door handle replacement order submitted (Please See Notes & Attachments). ADT

  Customer Answer

  Date: 06/19/2023

  I see that bbb closed my claim. To date, the vendor still has not replaced the damaged door or door handle. I have not heard from them in regards to the parts they said they needed to order. Also, there's been no mention of the $500 refund, Suite to all these issues.
  
   
  
  This issue is not resolved.

  Business Response

  Date: 06/26/2023

  Dear BBB & ******:

  ******************** in Operations @ HPA spoke to you ****** on Friday  6/23/23. She stated that you have a handle for the Sliding glass door and the sliding glass door panel on order.

  The ETA is around 7/17/23 which means the middle of July. When speaking with you you stated your available Thursday and Fridays so she will schedule you when the  parts come in.

  ********* has been assigned to your project and will follow-up with you when the part comes in.

  Thank you

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

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

  Customer Answer

  Date: 07/02/2023

   
  Complaint: 20049009
  
  I am rejecting this response because: the door was replaced but not the handle. The guys who came were never given a handle or strips to cover the screws. There was no mention of a handle on their work order. I called ******************'s complaints line this weekend to notify them. At this point, a $500 refund is a bit low for all the problems, but I do require a refund. 

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

  Business Response

  Date: 07/24/2023

  DEAR BBB SINCE ****** REJECTED OUR UPDATE ********* HAS TRIED TO REACH OUT TO HER.SHE WILL NOT ANSWER HER BACK.

  PLEASE ****** CALL ********* ON HER WORK CELL PHONE NUMBER SO WE CAN MOVE THIS ALONG FOR YOU. NOT ANSWERING IS NOT A SOLUTION TO PROPER MEDIATION ON SERVCE PROJECT.

  PLEASE CALL HER AT ************

  WE WANT TO RESOLVE THIS ASAP.  

   

  THANK YOU

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 20049009
  
  I am rejecting this response because: I never got a message from *********. I won't answer the phone if I don't recognize the number, so leaving a message needs to be done. 

   

  I'll call her tomorrow,  Monday July 31st 2023.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/12/2023

  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.

  Signed contract 06/22 for ************************************************* 08/22. Called the end of 08/22 and was told the windows were not ready.Called after *** (10/22) was told the windows were not ready. After numerous calls the windows were installed late Dec. The first inspection failed because no shims were used only foam insulation. All the windows had to be removed and reinstalled. Window frames were damaged and stucco during removal. Windows are not centered in opening.The sent a tech who was supposed to spend all day making repairs. He showed up at 2:00 pm installed outside molding and chaulked the outside.I called and left msg for the ** and CEO. No one has returned any of my calls.The windows are damaged and look used.

  Business Response

  Date: 05/16/2023

  IN RESPONSE TO ****************************** WE HAVE THE FOLLOWING FROM OPERATIONS TO ASSIST YOU.

  i placed an order for 7 header bars for the 7 double hung windows that needed to be ordered per technician *********************** request from the most recent service appointment on 04/04/23. Seemingly, the only other thing(s) needed is/are stucco/drywall repair. I placed a copy of the work needed on ***** desk to inquire as to who we shall send to undertake the stucco/drywall repair.
  
  Sincerely,
  
  ANTONIO ******
  Service Advisor
  O: ************ x2001
  HOME PERFORMANCE ALLIANCE
  1780 **********************, Ste. 500
  *******************, ** 33716
  www.MyHPA.com
  CGC #******* CBC #******* CFC #******* CCC #******* 

  
  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20046614
  
  I am rejecting this response because I requested a supervisor to come and access installation defects and damage to windows. I sent 10 pictures to **** for review. I dont know what the headers are for.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/19/2023

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

  FIRST TO REVIEW OUR PREVIOUS ANSWER ON THE BBB PORTAL:

  i placed an order for 7 header bars for the 7 double hung windows that needed to be ordered per technician *********************** request from the most recent service appointment on 04/04/23. Seemingly, the only other thing(s) needed is/are stucco/drywall repair. I placed a copy of the work needed on ***** desk to inquire as to who we shall send to undertake the stucco/drywall repair.

  "WE HAD A TECHNICIAN AT YOUR HOME ONE OF THE BEST *********************, HE ASSESSED THE PARTS THAT NEEDED TO BE ORDERED TO MAKE YOU WHOLE. **** IS NOT A MANAGER, BUT ******************* IS THE DIRECTOR OF OPERATIONS HE REVIEWED THE SERVICE REQUEST AND VIEWED THE PICTURES HE AGREED WHAT WAS NEEEDED WAS CORRECT. 

  TO TAKE A CUSTOM WINDOW SASH OUT OF THE OPENING AND PUT IT BACK IN DOES NOT DAMAGE THE WINDOW ITS DONE HUNDREDS OF TIMES WHEN A SERVICE CALL REQUIRES IT THEY ARE MADE AT THE FACOTRY TO DO THIS, THERE ARE MANY MOVING PARTS TO ALLOW THIS IT DOESNT MAKE IT FEEL USED ITS STILL THE NEW WINDOW YOU BOUGHT THAT REQUIRES SERVICE. 

  MAY I SHOW AN EXAMPLE? YOU JUST BOUGHT A BRAND NEW *** YOU PARKED IT AT THE **** SOMEONE DAMAGES THE DOOR. YOU BRING IT BACK TO THE DEALER THEY SEND IT OUT TO FIX IT FOR YOU. IN A WEEK YOU GET IT BACK WITH THE REPAIR COMPLETE TO THE STANDARDS OF THE FACTORY. THEY DID NOT REPLACE THE *** BECAUSE SOMETHING HAPPENED THEY REPAIRED IT TO THE FACTORY SPECS THATS THE SAME THING WITH A WINDOW WE FIX IT TO BRING IT BACK TO FACTORY SPECS. PLEASE ALLOW TIME FOR THE PARTS TO COME IN.

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20046614
  
  I am rejecting this response because all the windows failed inspection on 12/29/22, I was contacted by Home Performance Alliance to schedule repair from the failed inspection. I called numerous times, leaving messages, text messages, voicemails that were full, with no reply. On 3/30/23, **** called to inform me that ***** would be on site all day on 4/4/23 to make all the repairs.  On 4/4/23, ***** called at 12:18pm to say he would be late. At 2pm, ***** was on site but did not have the materials to make all the repairs. He only installed the trim, did a messy job caulking the outside of the windows. On 4/7/23, I sent a list of the remaining repairs that needed attention. On 5/16/23, **** requested pictures which I sent him 10 pictures. I have made several requests for a supervisor to come out for a resolution. I have windows that dont stay up, screens that wont come out and sliders that are misaligned and the remainder of the list that was sent to *********
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/02/2023

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

  We need to schedule a time for ***** to go out to this home and complete  the punch list for him.

  
  The week of **** ***** has full availability.. Please write back the day and time that week or call us directly to confirm.

  You can call my office at *************************** or tell us a time to call you.
  
  ******

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20046614
  
  I am rejecting this response because: I have called the phone number provided three times and left messages with my 

  call back phone number.

  No one has returned my calls
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/16/2023

  Business response taken verbally by BBB:

  We were out there on 6-14-2023 and finished a majority of the punch list. We are waiting on ****************** on his decision with the stucco work to be finished.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20046614
  
  I am rejecting this response because: The punch list has not been completed. The tech came at 16:00 hrs without the 

  punch list and was going to leave. He said he did not have the material to complete the project.  After a call to ********

  the tech got a call from ****.  The tech then started to install the window bucks and s**** caps. The damaged screens and 

  slider track in the dinning room were not addressed.

  I reject HPAs method of adding stucco to the exterior of the windows that are not centered.

  I have hired a contractor to make repairs of the damaged sheet rock and caulk around the inside of the windows.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/30/2023

  Dear ******:

  I appreciate your time on the phone today. (6/30/23) First we will make it right since the ********* didnt have the checklist. I know from our conversation that we got the windows reset and passed inspection.

  The open issues are that we need to further address is the 3 screens that have to be either ordered or repaired that ********* will tell us. When you get home today your going to send pictures to my phone 

  i understand there is a track that was bent and to be sure of the part your going to take a picture of it as discussed. once everything is confirmed with each other we will order the correct part. 

  We will do whatever it takes to get you 100%

  Thank You

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

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20046614
  
  I am rejecting this response because: As ***** stated, we had a conversation regarding the remaining items that need to be addressed.  We agreed as soon as the part comes in and repaired, damaged screens are replaced, I will accept this complaint as completed.

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

  Business Response

  Date: 07/24/2023

  BBB PLEASE NOTE THAT ********************** SPOKE TO ***************** DIRECTLY HERE IS THE COMMUNICATION TO POST THE UPDATE:

   

  I spoke to *****************. They need an impact hook for one of the double sliders it has been requested by the manufacturer. Just waiting for it to arrive then we will send ***** out to install the missing article as well as rescreen one screen. Caulk around 3 windows.
  This is the final punch list. 

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20046614
  
  I am rejecting this because: When all repairs are complete I will close my complaint.

  As per ****** reply there are 3 screens and the bent track to be repaired 

  Thank you ********* for keeping me in the loop.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/12/2023

  Type:Delivery 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 Oct 10, 2022 I signed an agreement with Home Performance Alliance, Inc. (HPA) to provide and install Double Door Full Glass Impact Rated Glass doors with a Project Price of $8,604. Payments were made; $2,839 10/10/22and $5,765 2/1/23. HPA agreed to deliver an exceptional product with a lifetime warranty and to complete the project with perfection. HPA has not provided a good product, has not completed the project nor met its warranty obligations. The doors do not close properly and will not correctly seal. There is a gap of at least one half inch between the two doors at the top. The operable door is permanently bowed. It is defective. It does not fully close and seal allowing air to escape, allowing unwanted light to enter and causing security concerns. The bowed door cause the lock and latch to work incorrectly; it is difficult to close and faulty in operation causing additional security concerns. The stationary door has a noticeable distortion in the glass. It is defective. The trim work has not been completed and the necessary trim material has not been provided and installed. For one thing there is no covering for the very visible lag screws in the frame where it attaches to the wall. This is a very noticeable, unsightly fault. It clearly indicates the job was not completed. It looks unfinished.Communication with HPA is very difficult. Phone calls not answered. Voice messages not returned. Finally the warranty manager scheduled a 4/27 inspection.HPA technicians inspected the doors. They confirmed the doors were defective and not acceptable. They confirmed the bowed door. Using a straight edge they displayed the gap. They said it needs to be replaced. They verified the glass distortion and stated the door needs to be repaired or replaced. They stated they would report the findings to a Vice President for resolution. Since then I have heard nothing from HPA. I want them to do the right thing; provide the exceptional product they promised to provide.

  Business Response

  Date: 05/17/2023

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

  Per your request I am going to copy you by your email also. We have submitted your pictures of the door to the factory to review it for warranty.

  What i stated along with ******************* was that we were going to take care of you one way or the other, with your replacement slabs.

  We should hear back from the Factory by either the end of the week or the start of next week. You have my direct number so we will stay in close contact with any updates.

   

  Thank you

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

   

   

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20046581
  
  I am rejecting this response because: I can not accept the response without a more definitive solution; what are they actually going to do to make it right? Will the manufacturer fix or replace the doors? If not, will HPA fix or replace the doors? They imply they will. I am willing to place a hold on my complaint giving them a reasonable time for repairs. I asked for a status on May 22 by email to the *** I am waiting for a reply. What time frame for resolution do they envision? 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/27/2023

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

  PLEASE LET ME FIRST PRINT MY INITIAL RESPONSE THEN EXPLAIN FURTHER FOR EVERYONES UNDERSTANDING AND TO CLARIFY MORE:

  Dear *************:
  Per your request I am going to copy you by your email also. We have submitted your pictures of the door to the factory to review it for warranty.
  What i stated along with ******************* was that we were going to take care of you one way or the other, with your replacement slabs.
  We should hear back from the Factory by either the end of the week or the start of next week. You have my direct number so we will stay in close contact with any updates.
  Thank you
  **********************;

  DEAR ***** WHAT WE ARE SAYING ABOVE IS THIS: WE SENT THIS TO THE FACTORY TO COVER ON THE WARRANTY BUT YOU ALSO SEE THAT I STATED THAT I QUOTE" WE ARE GOING TO TAKE CARE OF YOU ONE WAY OR THE OTHER" THAST MEANS NO MATTER WHAT **** AND I ARE COMMITTED TO TAKE CARE OF YOU AND REPLACE WJHATEVER IS NECESSARY. IF WE HAVE AN ISSUE WITH THE FACOTRY WHICH WE DONT EXPECT AT ALL BUT IF WE DO WE WILL TAKE CARE OF YOU AND REPLACE WHATEVER IS NEEDED. THAT YOU CAN COUNT ON.

  ALSO LET THE BBB KNOW YOU CAN CALL ME DIRECTLY AS I AM AVAILABLE TO SPEAK TO YOU WHENEVER I AM AVAILABLE.

   

  THANK YOU .

   

  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:05/01/2023

  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.

  Windows were installed September 2022. They still have not been inspected. One window leaked twice and to get that resolved took months. Im still not sure if its fixed as we have not had much rain in months. They still owe me 2 screens that were torn, 2 bathroom windows that were supposed to be privacy and are not. A white divider column is not centered on 2 windows. I have called the local office, the complaint line and mostly no one calls back and if they do, notify is done. *** called building inspector a few times as permit expired due to no inspection. What can I do to resolve this?

  Business Response

  Date: 05/03/2023

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

  WE HAVE ASSIGNED *************************** AS YOUR HPA SERVICE COORDINATOR TO GET EVERYTHING IN ORDER FOR YOU. ******* UPDATED ME THAT HE HAD COMMUNICATION WITH YOU TODAY.

  HE STATED THAT THE SCREENS WERE DISCUSSED ALONG WITH THE STATED ISSUES WITH THE BATHROOM WINDOWS.

  WE ASKED ****** TO FOLLOWUP WITH YOU TODAY TO ENSURE THAT ALL YOUR QUESTIONS AND SERVICE RELATED PROBLEMS ARE ADDRESSED.

  HE STATED TO US HES ORDERED YOU VARIOUS PARTS. PLEASE STAND BY WHILE WE WAIT FOR THE PARTS TO COME IN 

   

   

  Customer Answer

  Date: 05/04/2023

   
  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:04/24/2023

  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.

  Please find finance papers for said job Enclosed pictures shoddy work done during installation, trim cut short and caulking just smeared without regard to professionalism. Poor quality of windows as they are already showing break down in product with spotting and or condensation build up between the glass. Windows have been cleaned inside and out prior to pictures. We are in our 80's I have poor eyesight (blinding in one eye). Additional pictures can be provided. We have a kitchen window & back bedroom window showing spots along with the 2 smaller windows in room off kitchen. The 2 larger windows in out living room will not stay raised, also excess caulking is visible but can not be removed as it also is in between the glass. Day of instal one window was cracked and a marble window seal was cracked. Company did come out and replace that window and window seal at no cost. We have tried unsuccessfully for months to contact the company calling several different phone numbers with full mailboxes were no message could be left to leaving several messages being left on other numbers. Final installation inspection has never been called in or preformed by Charlotte County. We are requesting our money being returned so that we may hire a reputable company to install quality windows that we thought we were purchasing from the start. My daughter is involved in filing this claim on our behalf and may also be contacted for addition information and or needed pictures, etc. Thank You

  Business Response

  Date: 04/25/2023

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

  WE CALLED BOTH YOUR NUMBERS TODAY AND LEFT A VOICE MESSAGES ALONG WITH TEXT MESSAGES.

  ***************************** OUR VP OF OPERATIONS IS READY TO SET UP YOUR SERVICE APPOINTMENT.

  WE HAVE OUR PRODUCT INSTALLED EVERYTHING YOUR STATING IS SERVICE RELATED WHICH WE ARE READY TO DO.

  BUT WE HAVE ALSO HAD ISSUES REACHING YOU. WE ARE A GOOD COMPANY DOING TJHOUSANDS OF JOBS PER YEAR.

  WE TAKE EVERY CUSTOMER SERIOUSLY TO MEDIATE THEIR ISSUES.

  WE HAVE A CONTRACT TOGETHER AND WE ARE COMMITTED TO RESOLVE YOUR ISSUES.

  LETS START WITH STEP ONE BY SETTING UP A CALL TIME WITH US TO CALL YOU TODAY, TOMORROW OR WHENEVER YOU LIKE.

  ******* SENT HIS TEXT TO YOU PLEASE ANSWER HIM AS SOON AS POSSIBLE SO WE CAN RESOLVE THIS ISSUE TOGETHER.

  THANK YOU

   

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

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

  Customer Answer

  Date: 05/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, ***** finally contacted me after receiving this complaint. He did not leave me any messages because I do not have voicemail even set up on my phone. They did come and look at the windows and are supposed to order new one to replace the problem and be back in 4-6 weeks to fix the problem. If this does not happen I will be issuing another complaint.

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

• Initial Complaint

  Date:04/21/2023

  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 have attempted to communicate through phone calls to your **************** Hotline ************** multiple times and left messages...Not one return call from HPA.I have attempted to send e-mails to your *******************************...I had one response from an HPA representative 2.5 months ago and no follow up and no return communications through phone or e-mail.My concerns are:1. There were no replaced roof sheathing/plywood as was promised. According to contract the first 4 were free and we were told by the HPA representative/salesman ********************************* that the roof is 40 years old and has many nails through it from the multiple roofings over the years. The majority of the plywood/sheathing needs to be replaced. If the contract was signed, they would be replaced at companys cost. Not one sheathing was replaced. We did not even receive the first four. Just had an engineering report completed and none we were informed that there is water damage, and none were replaced. 2. There was no wind mitigation study completed as promised as this was also linked to the "Safe Home Mitigation Wind ****** that we were told by ********************************* that HPA would set up for us.3. We were also told that HPA would sign us up for the Hurricane Home Improvement Grants and that he guaranteed that we would be given a $10,000 ***** to offset the roofing cost as long as we used their product. 4. The Northern facia that was ripped off was never replaced as promised by ********************************* as this was part of the agreement for HPA to replace for us to agree to use HPA for our roof. The new roof had the drip edge placed over torn fascia and exposed facia board. 5. The Attic Solar Fan that was put in by HPA is not working. There are hanging wires in the attic and no way to monitor the heat temperature as well as status of fan. The fan is not active.6. There was no yard cleanup as promised in contract as there were nails in front and back yards including a discarded air hose that the roofing crew used. One of the nails from the multiple roofing nails that were peppered through three of the four yards was stepped on and caused injury to resident of home. I have pictures of new drip edge put over twisted and mangled fascia if needed.

  Business Response

  Date: 04/25/2023

  DEAR ************* ******* AND I HAVE MADE SEVERAL ATTEMPTS TO REACH YOU SINCE SATURDAY.

  ***************************** IS OUR VP OF OPERATONS AND HE CALLED YOU DIRECTLY ON SATURDAY FROM HIS CELL PHONE AND LEFT BOTH TEXT AND VOICEMAIL.

  HE CALLED YOU AGAIN TODAY AS I DID FROM THE LANDLINE.

  WE WANT TO GO OVER THE ISSUES YOU STATED ONE BY ONE BUT WE NEED TO SPEAK TO YOU.

  CALL US TODAY OR LETS SET UP A TIME TO SPEAK 

   

  REGARDS,

   

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

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

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19965446
  
  I am rejecting this response because:

  I have spoken with ***************************** (stated he is V.P.) on 4/26/23. He stated that they (HPA) would contact me on 4/27/23 with the outcome of their decision. 

  4/27/23 there was no call from HPA. I called the listed V.P. *********************** and left message on his voice mail that I was awaiting for their decisiion and solution to the terrible and incomplete work fhat their company did on our house. Neither one of them or any other representative from HPA has returned my call for a resolution as promised.

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

  Business Response

  Date: 05/05/2023

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

  WE WANT TO CLEAR UP ANY ISSUES YOU ARE HAVING BUT WE HAVE HAD ***** IN OUR PERMIT/OPERATIONS DEPARTMENT REACH OUT TO YOU THE LAST TWO DAYS WITHOUT SUCCESS.

  PLEASE GIVE US A SPECIFIC TIME AND DAY TO CALL YOU AND WE WILL WORK WITH YOU TO RESIOLVE ALL ISSUES.

  TODAY IS FRIDAY 5/5/23 AND I HAVE ASKED ***** TO REACH OUT AGAIN AND LEAVE MESSAGES IF YOUR PHONE ALLOWS.

  AGAIN, PLEASE LET US KNOW WHEN YOUR FEEE TO TALK.

  THANK YOU

  ************'

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

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19965446
  
  I am rejecting this response because:

  I have again tried calling the HPA representative (*****) that called and left a voicemail on 5/4/23.

  I have attempted three separate calls to the number provided by her ************** starting on May 5 2023 and again last call was made today on 5/9/23. These calls are made during working hours and  there is never an answer and the voice mail message states that you can't leave a message because voicemail is not set up.

  I have called *********************** Vice President of HPA and left a Message on 4/28/23 and again today on 5/9/23 and have left two messages for a call back.

  This situation still does not appear to be a priority for HPA.

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

  Business Response

  Date: 05/24/2023

  DEAR MR *********************** style="font-size: 0.875rem;">******* AND I CALLED YOU TODAY AT 6PM 5/24/23 TO REVIEW YOUR ISSUES TO DISCUSS. AGAIN WE WERE UANABLE TO REACH YOU. 
  

  I AM COPYING YOU & THE BBB BY EMAIL TO SHOW THAT WE ARE TRYING TO SET UP A TIME WE MAY MEDIATE A DISCUSSION ON THE PHONE.

  IT SEEMS YOUR REJECTING OUR OFFER OF DISCUSSION BUT WE CANT REACH YOU BY PHONE TO GO OVER YOUR ISSUES. 

  I CAN TELL YOU NOW THAT ***** IS ASSIGNED TO YOUR PROJECT TO GET THE FINAL INSPECTION COMPLETED . .THAT IS IN PROCESS AND NOT COMPLETED YET 

  WHY DONT YOU ANSWER MY PHONE CALL OR MY EMAIL AND SET UP A TIME YOUR AVAILABLE TO SPEAK. 

  WE JUST NEED A ONE DAY ADVANCE TO SET UP A SERVICE CALL. 

  THANK YOU

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

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

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 19965446
  
  I am rejecting this response because:

  I will not remove my complaint until all items have been addressed that are listed in this BBB complaint.

  The communication via phone with HPA is not effective because either HPA staff that I have attempted to call: *********************** reports that he has no message that was left by me which I did leave a message and have records to prove this and his assigned employee ********************* that I have attempted to contact did/does not have a voice mail set up for me to leave a message either.

  I have indicated to *************************** that moving forward we will communicate via e-mail since this is more effective and is a running documentation of the conversations.

  I have added a few pictures of the parts of the roof/soffit AFTER HPA completed the job of repairing/replacing fascia, soffit and roof.

  Additionally, I have just received the mold inspection and it reported that there is infact Class 3 water damage to the inside of the house from the roof. The recommendation is for mold remediation with any and all semi porous materials (i.e. wood) be replaced due to contamination.

  None of my sheet decking was replaced as promised by HPA. The wet areas/sheet decking possibly contain contaminated spores.

  I can provide this report upon request.

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

  Business Response

  Date: 05/27/2023

  Dear *************:
  
  With the holiday approaching I wanted to update you to let you know we have ********************* in Roofs and *********************************** assigned to your tasks.
  
  I am asking them to email you with updates on Tuesday. We want to be transparent to get your project completed to your satisfaction.
  
  
  I did leave you a voice message at 12:29pm on how we are going to approach your issues and get everything explained and worked out with our team.
  
  I didnt want to be waiting until next week to update you so you know we are actively working on your issues.
  
  Regards,
  
  ***********************
  *******************, Director of Operations
  *****************************, Exec VP
  

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 19965446
  
  I am rejecting this response because:

  The response is not addressing the full complaint.

   

  Good evening *****,
  
  
  I appreciate your response and update. 
  Now to address your email regarding having your engineer sign off.
  
  
  My question is in two parts:
  1. Signing off on what exactly? And will I see this report?
  2. Are you going to address the other concerns of the complaint that was made regarding:
  Complaint #1
  1. There were no replaced roof sheathing/plywood as was promised. According to contract the first 4 were free and we were told by the HPA representative/salesman ********************************* that the roof is 40 years old and has many nails through it from the multiple roofings over the years. The majority of the plywood/sheathing needs to be replaced. If the contract was signed, they would be replaced at companys  (HPA) cost. We agreed. Not one sheathing was replaced. We did not even receive the first four. Just had an engineering report completed and none we were informed that there is water damage, and none were replaced. 
  
  
  Complaint #2 There was no wind mitigation study completed as promised as this was also linked to the "Safe Home Mitigation Wind ****** that we were told by ********************************* that HPA would set up for us. 
  Complaint #3. We were also told that HPA would sign us up for the Hurricane Home Improvement Grants and that he guaranteed that we would be given a $10,000 ***** to offset the roofing cost as long as we used their product. 
  Complaint #4. The Northern facia that was ripped off was never replaced as promised by ********************************* as this was part of the agreement for HPA to replace for us to agree to use HPA for our roof. The new roof had the drip edge placed over torn fascia and exposed facia board. 
  Compalint # 5. The Attic Solar Fan that was put in by HPA is not working. There are hanging wires in the attic and no way to monitor the heat temperature as well as status of fan. We were told that we would be able to monitor fan functioning and attic temperature from inside the house.
  The fan is turning at a very slow revolution  (20 revolutions a minute). 
  Complaint #6. There was no yard cleanup as promised in contract as there were nails in front and back. We are still finding nails through out the yard.
  
  
  How is an engineer able to satisfy these parts of our initial Complaint with HPA.
  Regards,
  
  
  *********************

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

  Business Response

  Date: 06/16/2023

  Dear *************:
  
  In regards to your BBB Complaint we wanted to write directly to you as well as answer the complaint.
  
  
  The engineers letter must be paired with your permit, the engineer based on evidence provided to him,determines the integrity of your trusses. The letter states that your roof trusses are sound to replace shingles.
  
  
  As to your second concern,we make it clear in the contract we only replace plywood as needed. Your home did not require any replacement sheathing. Now to address the below complaints as well.
  Complaint #1 addressed above
  
  
  Complaint #2 We cant mitigate our own work in regards to a wind mitigation. You can contact your insurance company to get a wind mitigator and we would be happy to reimburse you up to ****** for that matter.
  
  
  Complaint #3 We do provide the information to the best of our ability to assist you in gaining a *****,however, it us a ***** for you the Home Owner not HPA the company. We assist in creating a login if requested and the start of the ***** process. It is the responsibility of the property owner to follow through the process thereafter.In majority cases the ***** is provided and the amount is determined after a site inspection by an approved inspector takes place. If approved you may do what you please with your ***** ****** put it toward your project or a vacation that is why it is to be completed by the property owner. Which the notes of your contract indicate that you made the necessary adjustments to move your homestead to apply for the *****.
  
  
  Complaint #4 Your contract does not indicate any agreement to replace facia.
  
  
  Complaint #5 The solar attic fans do not come with a thermostat of any kind. It is a self standing and operating unit, powered by a 25 w solar panel which allows it to move on its own without any ties to your homes electricity.
  
  
  Complaint #6 We are more than happy to set you a service appointment to carry a magnet around your homes perimeter as well as take a look at your solar attic fan to determine functionality is at full compacity.
  
  Regards,
  
  *******************
  ***********************
  CC: BBB 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 19965446
  
  I am rejecting this response because of the promised repairs that would be done to the fascia/soffit as well as the replacement of the sheathing / plywood was never completed. 

  This was the promise of HPA representative to us as a customer inorder to agree to the contract.

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

  Business Response

  Date: 06/24/2023

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

  ***************************** REACHED OUT TO YOU THIS **** TO SEE WHAT WE CAN DO TO SATISFY YOUR COMPLAINT THAT WE BOTH CAN AGREE ON.

  YOU STATED TO ******* YOU PREFER TO ONLY EMAIL, IF THIS IS YOUR CHOICE THEN EMAIL ******* BACK TO STATRT THE PROCESS. ONCE AGAIN IF YOU CAN SET UP A DEFINED TIME DURING THE **** WE CAN TALK THAT WORKS FOR EVERYONE WE ARE OPEN TO THAT. WE WANT VERY MUCH TO CLOSE **** COMPLAINT BUT WE SEEK OPEN COMMUNICATION ON BOTH SIDES.

  THIS IS NOT NEW I HAVE STATED BEFORE, LETS GET THIS SETTLED WITH AN APPROPRIATE SOLUTUON. IF YOU PREFER TO SPEAK TO OUR OUTSIDE COUNSEL AS A MEDIATOR WE CAN ARRNAGE THAT WE JUST WANT TO CLOSE THIS OUT IN A TIMELY MANNER.

  REGARDS,

   

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

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 19965446
  
  I am rejecting this response because: I will only satisfy this complaint with what was promised to ** by the representative and regional manager to have our sheeting / plywood replaced as well as soffit as well as some compensation for the Hurricane ***** that **** promised to us "****% chance that you will recieve the $10,000 ***** since HPA is replacing your ent8re roof". "Hpa will file this and cget you signed up for this *****".

  5his was never done.

  These are my requests

   Just do what HPA *** the representatives of HPA promised me and my family since we chose to go with this company over the others.

  If sheeting cannot be replaced because of tearing off existing shingles would ne more costly then give me an offer of compensation that would satisfy. 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/05/2023

  September 2023-Home Performance Alliance roofing job FAILED INSPECTION and they have not rescheduled a new inspection nor will they return calls or emails. They have affected my homes marketability and are violating building codes. -Pressured sales, false promises and terrible incomplete work.
  

  
  

  Business Response

  Date: 09/05/2023

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

  I READ YOUR LETTER TO THE BBB AND I WAS VERY SURPRISED AS WE HAVE TRIED TO REACH YOU MANY TIMES. *******************, ***************************** AND MYSELF HAVE REACHED OUT TO YOU.

  NOW WE CAN AND WERE ALWAYS READY TO SET UP A NEW INSPECTION OF YOUR ROOF. ALL YOU HAVE TO DO IS TELL US WHAT DAY YOU DO NOT NEED TO BE HOME BUT YOU HAVE TO PLACE THE PERMIT *** OUTSIDE IN PLASTIC FOR THE INSPECTOR.

  ALSO IF YOU NEED US TO SEND SERVCIE TO YOUR HOME WE ARE READY FOR THAT ANYTHIME THAT WORKS FOR YOU BUT WE ARE HAVING REACHING OYU.

  SINCE I LEFT YOU A VOICE MAIL TODAY DO YOU PREFER TEXT MESSAGES? WILL YOU ANSWER MY TEXT MESSAGE?

  TELL ME AND THE BBB HOW WE CAN COMMUNICATE SO WE CAN GET YOU TO ANSWER US AND GET THIS COMPLETED.

  THANK YOU SIR

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

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 19965446
  
  I am rejecting this response because the complaint has not been resolved as my roofing permit still remains incomplete and ******* has failed inspection.

  Also,

  There has been no one or any representative attempting to contact me via telephone or email since my email to *********************** (Vice President) for Home Performance Alliance requesting immediate attention to this permit issue.

  additionally, ai have only git a response from Home Performance Alliance yesterday AFTER  filing with the Better Business Bureau.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/06/2023

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

  Thank you for calling me back last night. You now have my direct number.

  We are working together to resolve your inspection issue with a plan in place which i explained today..

  we are scheduling ****** for Friday 9/8/23 to meet with you as we discussed for the first step.

  I will call you tomorrow to firm everything up for Friday.

  I appreciate you working with us to resolve all issues.

  Thank you

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

• Initial Complaint

  Date:04/20/2023

  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.

  Like many other complaints on this BBB profile, we have been trying to get a window warranty claim handled since October 2022 (it is not April 2023). We purchased over $21,000 of impact windows from HPA in 2016, and they came with a lifetime warranty. One of our windows has fogged up, and we have requested warranty service. We were initially referred to a technician named ****, who contacted us and asked us to text him photos of the window in question. We did so immediately, and followed up via text and voicemail several times in Oct 2022, but we never heard back from ****. After several weeks had passed, we contacted the office and were referred to a gentleman named *********************. Left him a voicemail, and he had **** contact us again. **** again asked us to text him photos of the window in question, which we did immediately. Again, we never heard back from ****, despite calling and texting him multiple times. I have since left another voicemail for *********************, asking him to please personally call us, rather than just forwarding our info to ****. Still no response whatsoever. We have been trying to get a relatively straightforward warranty claim handled for almost 6 months now, and HPA literally ignores us. We have given them every possible opportunity to address the issue without filing this complaint, but they have chosen to ignore us and refused to even call us back. I see some other customers with similar warranty issues got a response after filing a similar BBB complaint, so hoping maybe this will get a response. We simply want them to repair or replace our faulty window that came with a lifetime warranty. Happy to share screenshots of our previous attempts to resolve this via text (as instructed by HPA).

  Business Response

  Date: 04/25/2023

  DEAR ******************* WE TRIED TO REACH YOU BY PHONE AND TEXT TODAY, BOTH ***************************** OUR VP OF OPERATIONS, MYSELF AND ******* IN SERVICE.

  I CAN SEE ***************** OUT TO THE FACTORY BUT WE REALLY NEED TO HAVE A SERVICE APPOINTMENT TO SEE THE WINDOWS IN QUESTION ASAP.

  ******* CAN SET THAT UP AND ******* AND I AERE AVAILABLE TO SPEAK TO YOU ANYTIME THIS WEEK.

  REGARDS,

   

   

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

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

• Initial Complaint

  Date:04/20/2023

  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.

  Windows and door installed 7 months ago. Window leaks, one window missing a screen. front door is half way installed. Both leak water. Front door ***** assembly fell out. Finish is already wearing off front door .No trim around outside or inside of door. Causing my tiles to lift off the floor . Definitely is not a good experience. I call and call and get the run around. No one calls u back. At least 75 calls into them and still job unfinished.

  Business Response

  Date: 04/22/2023

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

  After reviewing your complaint i reached out to the ********************* and I am able to report the following:

  ********************* in service told me he spoke to you and updated you.

  Service will be set to repair the door dead bolt and water test your kitchen window. SCHEDULED: 4/26/23.

  Trim parts for your door and screen for 2 windows requested from their respective manufacturers.

  It was ordered on 4/22/23 at 854am to the factory portal. (reason was your screens were bent) 

• Initial Complaint

  Date:04/20/2023

  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.

  New roof put on November 2022. Roof leaking around skylight. Left several messages for call back for repair. This company does not stand behind their work. Many problems from the very beginning with this company but couldn't get out of contract. I need someone to contact me to repair my roof before there is more damage.

  Business Response

  Date: 04/21/2023

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

  ************* HAS NO RECORD OF YOU EVER CALLING THE OFFICE WITH THESE CONCERNS.

  BUT NO WORRIES HE IS ON IT AND WILL CONNECT WITH YOU TO RELEIVE THE ISSUES THAT YOU HAVE ENCOUNTERED.

  PREPARE FOR A CALL FROM US BY MONDAY.

   

  REGARDS

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

  **********