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:04/18/2023

  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.

  On November 21, 2022 we contracted with HPA to install our windows. I personally had to call Estero several times to get the permit approved only to find out that HPA was *** in their duties to push this through. On March 23, 2023 HPA did send ONE person to install six 4x6 windows. When he arrived he told us one of the windows had a broken frame and could not be installed. He also indicated they needed to order 3 new valances because they were broken on my "new" windows. He wanted payment for the job. I withheld $3,000 until the final window was installed. Since then, I have made six calls asking for a call back to give me an update on the final installation date, given I will be leaving on May 13 for *********. I received one call back from the "complaint" line by a person named "****". He assured me he'd follow up. I called **** directly a week later at 10 AM in the morning and he indicated he wasn't at work yet and had to go to the doctor ***** I didn't need). I have since called twice to the complaint line with NO return call. I have been polite in all of my messages but they refuse to call me back with an update. I also know I've been overcharged but will gladly pay the remainder if and when they show up!

  Business Response

  Date: 04/19/2023

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

  WE CHECKED WITH OPERATIONS FOR YOU AFTER RECEIVING YOUR BBB ISSUES.

  ****** UPDATED US THAT THE REPLACEMENT FRAME WILL BE DELIVERED TO US NEXT WEEK.

  WE HAVE A ORDER ACKNOWLEDGEMENT FROM THE FACTORY THE ESTIMATED SHIP DATE IS 4/21/23. SO NEXT WEEK IS THE **** IT SHOULD ARRIVE WITHOUT ISSUE.

  AFTER THAT AND WE INSPECT IT WE WILL CALL YOU TO SCHEDULE SERVICE.

   

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19944353
  
  I am rejecting this response because:  If I "accept" this response, I assume that BBB thinks this issue is resolved.  It will not be resolved until the work is complete.  All windows need to be installed and broken valances replaced.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/21/2023

  DEAR ***** WE SPOKE TO YOU AND LEFT YOU THIS MESSAGE:

  DEAR ************************:
  WE CHECKED WITH OPERATIONS FOR YOU AFTER RECEIVING YOUR BBB ISSUES.
  ****** UPDATED US THAT THE REPLACEMENT FRAME WILL BE DELIVERED TO US NEXT WEEK.
  WE HAVE A ORDER ACKNOWLEDGEMENT FROM THE FACTORY THE ESTIMATED SHIP DATE IS 4/21/23. SO NEXT WEEK IS THE **** IT SHOULD ARRIVE WITHOUT ISSUE.
  AFTER THAT AND WE INSPECT IT WE WILL CALL YOU TO SCHEDULE SERVICE.
  

  BY REJECTING OUR RESPONSE BEFORE WE HAVE THE OPPORTUNITY TO CORRECT THE WORK IS NOT WORKING TO RESOLVE THE ISSUE. 

  WE ASK THE BBB TO KEEP A WATCH ON THIS RESPONSE AND ALLOW HPA **** TO GET THE ISSUE RESOLVED, BY REJECTING IT IF ITS BEFORE WE HAVE A CHANCE TO DO THE WORK BY BBB REGULATIONS WE HAVE TO RESPOND WITHING AN ALLOTTED ****.

  LETS REACH OUT TO THE BBB FOR A MEDIATION SO ITS KEPT IN A HOLD PATTERN AND YOU DONT HAVE TO WORRY ITS GOING AWAY UNTIL YOUR SATISFIED.

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  They have contacted me to arrange completion of my window installation on *** 8.  Provided that they show up and do the intended work, I would consider this issue resolved.  Waiting for *** 8th.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/17/2023

  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.

  February 10, 2023 was the date of installation of 1- 8 sliding glass door & 2 windows for the price of $11,600 paid in full. I was a missing a screen for 1 window & the other window the screen was defective. They promised me a new screen & to fix the other. After numerous calls with no call backs from the service department ****** the department manager. I have contacted **** in customer service & just getting the run around. They were supposed to be here on March 29th with it but never showed up. This is a terribly business to deal with. Something needs to be done. Ive waited for 10 weeks for a window screen that they originally told me in February itll only take a week.

  Business Response

  Date: 04/17/2023

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

  ******************* Dir of Operations updated me that you have a HPA Service call on April 21, 2023. Please update us after the service call to let us know how everything went to meet your expectartions.

  Thank you

   

  **********************; 

   

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19936488
  
  I am rejecting this response because:
  They were supposed to be here on 4/21/23. NO CALL- NO SHOW. When I finally got in touch with *******, he promised a Technician named ***** would be here on Saturday. Again a NO SHOW. ***** finally got in touch with me & said he mistakenly dropped my screen off at another home in a different town. So now its Monday afternoon & still NO word from them. Such a TERRIBLE company, I will NEVER do business with them again.
  Sincerely,
  
  *************************

  Business Response

  Date: 04/25/2023

  DEAR *************** THANK YOU FOR YOUR TIME ON THE ***** TODAY

  WE APOLOGIZE FOR THE ISSUES YOU HAVE HAD. YOU HAVE MY INFO TO CALL ME DIRECTLY AND WE HAVE SPOKEN TO ***** TO GET TO YOUR HOME ASAP AS I DISCUSSED WITH YOU.

  WE WILL BE SENDING YOU A GIFT CARD TO SHOW WE APPRECIATE THAT YOUR WORKING TOGETHER WITH US.

  I WILL UPDATE YOU AS SOON AS ***** IS READY TO GO.

  THANK YOU

   

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

  Customer Answer

  Date: 04/27/2023

   
  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:04/13/2023

  Type:Customer Service 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 call the company multiple times and they transfer me to different area. No but the ************** office clerks answer. I have left voicemails with 4 different people they transferred me to no call back. Did this for months and nothing happened I want my home fix they claimed I was going to be the showcase home also I would save 40% on power bill or they would pay the difference. My power bill went up after the installation that is yet to be completed as the pictures show.

  Business Response

  Date: 04/17/2023

  Dear *****************: ******************* our Dir of Operations called you this morning. We submitted your door request to ******* and received a response back in August.  All issues were within allowable tolerances which we will share with the BBB for the sake of transparency. **** also told me he let you know to send us your electric bills for the year to review on your statements. 

  We appreciate your recent inquiry. 

  regards,

   

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

• Initial Complaint

  Date:04/11/2023

  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.

  After hurricane in 2022 I wanted to have my roof inspected for damages, so I called few roofing companies and Home Performance Alliance said they would come out and look at my roof, but both my husband and I had to be there for the meeting. They came out somewhere around mid to end of November of 2022. The salesman said he looked at our roof and didn't see any damage from the hurricane but said we needed a new roof because our roof was 15 years old and our insurance company may drop us if we didn't. He showed us different shingles and an underlay that would go below the shingles. He said that since our roof was a hip 2 story home this would be more costly but the underlayment was a higher grade and thicker quality than any other roofer would use. He also stated they would install an attic fan that would reduce our electric bills. He also said the company would take care of the ********************** Approval and all of the Permits. Somewhere around December of 2022 a lady called from Home Performance Alliance and said she had great news, the roofers were ready to install the new roof the next day which was a Friday, December 13th 2022 and it would take approximately 2 days. I asked if they had the ***************** approval and a Permit from the City and she said yes.They came out and starting working on a Friday and by Saturday we had a Red Tag hanging from our front door to stop work. By this time the roofers were done and gone. I called the City on Monday because they are closed on the weekend and I called Home Performance Alliance because I got several emails from the ********************** informing me that there wasn't any kind of approval. Home Performance Alliance wanted me to sign a loan agreement the next week to pay them the remaining amount of money due. I asked about our initial inspection and a permit and they said it was due before the permit was approved. I asked about our initial inspection and our final inspection to make sure we had the correct underlayment. They said they had pictures they would submit. Last week they paid an engineer (****************) to write a one paragraph to the ***************** and said he looked at pictures and approved our roof. I called **************** , ***********, and spoke with him to ask how he knew this was my roof he was reviewing and he said "you have to trust someone". I am really upset that we don't get any kind of inspection on the roof . When I called the ***************** and talked to them 2 of the employees said we are paying 2 times as much as any resident in the City. This is really upsetting . Many of the residents in my community received a free roof from their insurance carrier (which is the exact same carrier we have) . I don't mind paying but I have a hard time paying this much for something that wasn't even inspected. Thank you for all of your help >

  Business Response

  Date: 04/19/2023

  Dear ********************:
  
  In response to your BBB Complaint HPA & our law firm has already responded to other Agencies you have submitted your complaint to. We have submitted a similar response to the BBB, as follows:
  
  We write regarding the above reference consumer complaint (the Complaint) filed by HPA customer, *********************************** (******************** or the Customer).  ******************** entered a November 3, 2022, agreement with HPA (the Contract) for the purchase and installation of a replacement roof and related services (the Project)  at her home located at *********************************************************************** (the Property).  The Contract was entered after a recent hurricane and per the Customers request. Furthermore, the Contract price was significantly lower than what HPA would normally have sold the Contract for given the recent hurricane and local regulations.    
  
  ******************** insisted that the Project commence immediately.  Accordingly, HPA proceeded to install the roof on December 9, 2022.  On January 6, 2023, a permit was issued retroactively, as is commonly permitted by the ***************** ******************  During the installation, several photographs were taken, and later reviewed by professional engineers, ****************.  Belt issued an engineering letter to the City, as is also permitted, noting that upon review of the progress photos the Project had been installed according to local and state regulations and code, such that the Project has and remains ready for final inspection.  Importantly, it is quite common for contractors to supply an engineering letter in lieu of a progress inspection to expedite the installation, which in this case, is what the Customer requested. 
  
  Notably, ******************** agreed to have the Project financed by a third-party lender.  However, when the Project was installed in December, ******************** refused to sign a completion certificate. Despite the Contract being clear that payment is due upon substantial completion (by way of approval to the third-party lender in the form of a completion certificate),******************** demanded that final inspection take place before she would authorize payment.  Yet, quite to the contrary, ******************** contacted **************** directly and demanded that they cancel the engineering letter,thus refusing to allow for final inspection.  As of the date of this writing, no inspection has been scheduled, and HPA, months later, has yet to be paid anything more than the $100 down payment provided at Contract execution over four (4) months ago.   ******************** Project is complete and there are no allegations of any issues with the roof or the installation. Apparently, the only concern that ******************** has is that there was no progress inspection, an event that is unequivocally, not required in all circumstances.  Respectfully, it is our professional opinion that doing a partial tear off of the already installed roof for a progress inspection is not only ill advised, but could likely compromise the integrity of the roof (and the home, given we are in the heavy rain season here in *******).      
  
  With regard to ******************** allegations, HPA has received no complaints at any time regarding the cost of the project until ******************** embarked on what appears to be a smear campaign against HPA.  Furthermore,it was not until approximately mid-March 2023 (more than three months after the project was installed) that the Customer conferred with **********************.  Of course,this was after HPA made several attempts to schedule the final inspection and close out the permit.  Yet, instead of allowing a final inspection to be scheduled, ********************, for the first time, expressed concerns that there was no progress inspection, which as discussed above, was not required by the City given the engineering letter and the circumstances.  Indeed, and as stated final inspection is commonly scheduled with the submission of the engineering letter that is supplied after a certified engineer (like Belt) reviews progress photos of the Project.  In this case, Belt reviewed about one hundred photos and authored a letter, a practice that is very common in ********* as it is extraordinarily hard to get inspections timely scheduled in that part of *******, and because the Customer wanted the roof taken care of without delay. 
  
  Again, ******************** made zero reference to her project being out of the scope of reasonableness in terms of price at any point. Indeed, as stated, the Contract was sold well below HPAs customary pricing.Nevertheless, is seems counterintuitive that ******************** would rather have her new roofing system compromised by having half of it torn off so that a progress inspection can be performed.  There is nothing untoward or uncommon about the engineering letter being provided in lieu of a progress inspection.  Especially when most roofs are installed in a day or two, and inspections often take weeks to confirm. 
  
  Accordingly, HPA would be happy to enlist another engineer (since ******************** demanded that Belt cancel its letter), to avoid compromising her roof by tearing off any portion, and to schedule a final inspection.  Again, a practice that is entirely legitimate and commonly approved by the *****************.  If ******************** could agree to this offer,HPA would be happy to reduce the Contract price by 10%.  However, if ******************* insists that her roof be compromised and torn off so that a progress inspection can be performed (if one can be timely scheduled), HPA will not reduce the fair and reasonable Contract price given that it will have to provide additional labor and materials. 
  
  While ******************** suggests that the City inspector claimed she paid more than others in her area, there is nothing in the permit record to suggest the veracity of this statement and with due respect, the allegation is irrelevant.  City inspectors are not responsible to ensure that a project is priced correctly, but rather that the Project is installed correctly and to code.  Furthermore, if ******************** wished to have her Project paid for by her home insurer, perhaps she can.  HPA is not an insurance-based contractor, but that does not mean that ******************** is somehow restricted from reaching out to her property insurance provider to submit a claim for reimbursement.
  
  We urge ******************** to reach HPA or its attorney directly for further discussion relative to her options and the above offer.  Of course, should the BBB need further information, or have additional questions or concerns, we welcome your suggestions and input. 
  
  

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19918638
  
  I am rejecting this response because:

  This is the email I received from ****************, which states that we paid double of the average price per shingle for our roof. This is the same ******************* that HPA hired to write a letter to approve our roof re-shingle to the *****************.  

  I didn't want our roof done without a permit. This has caused me hardship and many sleepless nights.  This should not have been this stressful.  We agree to pay the average price per shingle for this roof as the email states from ****************,  I believe this would be fair.

   

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

  Business Response

  Date: 04/21/2023

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

  Our contract is already discounted and your complaining after the fact. the job is completed .and we wanted to have a final inspection.

  Please going forward reach out to our attorney ******************************* who will be happy to discuss with you further. This back and forth is not serving any of us well. we ask that the BBB understands that we are doing everything in a proper manner to work together. That is why we have our Counsel involved to ensure a fair and balanced resolve. 

  She has also been instructed to reach out to you directly.

  Thank you

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

• Initial Complaint

  Date:04/11/2023

  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.

  In November 2022 we hired Home Performance Alliance to demolish our existing shower and a built in, then reframed a new shower, adding a shower surround, shower pan, and vent light. The work took place January 2023z. The work was done very well and the work looks really nice. We were getting other work done at the same time so we did not use the shower for another few weeks. When we did, we saw that the pan does not drain, it pools water and the entire pan gets extremely slippery. When we signed the contract we were told that the pan would not be slippery and that the is 100% customer satisfaction guarantee so that is why we said yes to this $14,000 shower. I called and left messages at least **** different times on the same customer service number with not even a call back. We left messages with our technician for the owner of anyone to call us with no call back. We are asking someone from the company come and look at the shower pan and make necessary repairs so water does not pool, or a refund. The shower is beautiful, I wish this could have been solved through customer service within the company.

  Business Response

  Date: 04/13/2023

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

  THANK YOU FOR TIME TODAY. I AM GLAD WE WERE ABLE TO REACH YOU AND HAVE YOU SPEAK TO OUR GENERAL MANAGER OF BATHS **************************

  WE HAVE MADE ARRANGEMENTS WITH YOU TO MEET ON THURSDAY 4/20/23 AT 930AM.

  WE WILL FORMULATE A SOLUTION TO MEET YOUR EXPECTATIONS.

  REGARDS,

  ************** 

• Initial Complaint

  Date:04/06/2023

  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.

  We have currently paid $68,270.00 in full for new Hurricane-rated front doors, rear door and windows throughout our home. We signed the contract on 4/15/2022 and were told that everything would be completed before hurricane season 2022. We were promised that if hurricane hit & doors/windows were not installed by then, they would pay for us to have shutters put up totaling $1,800. That was not the case and Hurricane *** hit our home in September 2022. They never paid to put our shutters up and finally began installing our new *************** in November 2022. We were told it would take 2-3 days to complete. They have come out over 10 business days which I had to take off of work to do the install. It is now April 2023, they have received full payment of project and there are so many unresolved issues. I have called, emailed & text messaged over 50 times since November 2022 to various HPA employees about all the issues. Last time an employee came out, they caulked around the windows inside but didnt have anything else to complete the repairs. Here is the list of issues: wrest door threshold lose and not secured, missing multiple window screens for the dining room & 4 living room bay windows, A couple of windows need drywall repaired inside home (Advised by installers that caulk will not be enough), Top door frame for front door was cut wrong by installers & advised a new piece would need to be ordered, Caulk around front door frame, Rear pool door has scratch on door handle, Broken walkway light when they came to install large front window,Chips in drywall around ******************** from installers bringing windows upstairs for install, Chipped wood door frame of bedroom door when window was brought into room they chipped upper door frame, Never received touch up paint for doors as there are minor scratches on doors, Roller needs to be replaced in nook window. Just wanted everyone repaired, money for broken ***************** shutters install & To pass inspection.

  Business Response

  Date: 04/10/2023

  ******** and *************************
  **********, ** 33914
  

  DEAR MRS ********************** YOU FOR YOUR TIME ON THE ***** TODAY. I WILL ALERT THE BBB THAT YOUR NAME WAS SPELLED WRONG ON THE COMPLAINT. 

  FIRST ***************************** OUR VP OF OPERATIONS WILL HANDLE YOUR ***** LIST. I INTRODUCED HIM TO YOU ON THE ***** TODAY.

  YOU WENT OVER THE ***** LIST WITH *******, YOU WERE VERY HAPPY WITH OUR INSTALLERS AT YOUR MOMS HOME, WE WANT YOU TO BE HAPPY AS WELL WITH THE REST OF THE WORK AT YOUR HOME.

  YOU MENTIONED A WALKWAY LIGHT WAS DAMAGED BY OUR CREW WHEN THEY WERE USING THE SISSORS LIFT. WE WILL TAKE CARE OF THAT, WE WENT OVER THE **** LIST WITH ******* ALSO THE DRYWALL FOLKS WERE SCHEDULED TO COME TO YOUR HOME. WE HAVE ORDERED PARTS FOR YOU WHICH ******* WILL GO OVER WITH YOU. 

  ******* IS YOUR DIRECT CONTACT ALONG WITH MYSELF. YOU WILL NOT HAVE AN ISSUE GOING FORWARD AND WILL DEAL DIRECTLY WITH US. WE APPRECIATE YOUR BUSINESS YOU HAVE A BALANCE OF 21K WHICH I KNOW YOU WILL BE HAPPY TO SETTLE OUT WITH ******* AND I WORKING WITH YOU DIRECTLY. 

  THANK YOU FOR YOUR TIME TODAY.

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

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

  
  

  Customer Answer

  Date: 04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after speaking with company representatives over the telephone, I am hoping that everything gets resolved. As of today (4/19/2023), drywall repair is scheduled this afternoon. I am still waiting on everything else to get resolved. I am hoping that with direct contact numbers to the VPs of the company, all of my issues in my original complaint become resolved. I will advise further at a later date.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/04/2023

  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.

  Re: Custom Modeling Agreement, S27062 I had my windows installed this past January by Home Performance Alliance. After installation was complete the installers did not install the hardware to cover up the holes and some mounting screws were missing. We had 1 window that did not close properly. When closed it would wobble.I called customer service on February 3rd to find out when they were coming back to complete the hardware install. A customer service rep stated someone would return my call and no one ever did. I call the sales manager ************************* on February 6th at 9:30am and left a message. No call back.I called **** again on February 10th at 9:15am and left another message. No call back.I called **** again on February 17th at 9:15am and left another message. No call back.I called **** again on February 23rd at 9:17am and left another message. No call back.I called **** again on February 24th at 9:29am and left another message. No call back.I called customer service on March 3rd at ****** and left another message. No call back.I called **** again on March 3th at 8:58am and left another message. No call back.I called **** again on March 10th at 9:59am and left another message. No call back.I called **** again on March 24th at 9:07am and left another message. No call back.I called **** again on March 31st at 9:52am and left another message. No call back.This has been going on for over a month now. Forget the fact the windows replacements cost approximately 32k. We had a ***** week lead time and never received a phone call about any delays. Order was placed Aug of 2022 an install didnt occur until Jan of 2023. The communication from HPA reps has failed on so many levels. Uploaded docs were submitted to the Sales manager ****, **** the *********** the ** and still no call back. How can you have such disregard for customer satisfaction. I will never recommend this company to anyone I know, ever. This has been the worst experience I have ever encountered.

  Business Response

  Date: 04/05/2023

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

  WE DID CALL YOU, ***************************** AND MYSELF THIS WEEK. YOU STATED YOU SENT A FAX WHICH WE DID NOT RECEIVE. 

  AS STATED WE WANT TO COMPLETE ANY WORK YOU NEED, I WILL HAVE ******* AND ****** REACH OT TO YOU TODAY 4/5/23.

  WEDNESDAY 4/5/23.

  ****** CALLED YOU TODAY YOU STATED TO HIM YOU TOOK CARE OF THE PLUGS THAT FELL OUT. 

  ******* IS GOING TO CALL YOU TO DISCUSS SOME CUSTOMER SATISFACTION AS HE PROMISED.

  THANK YOU 

   

• Initial Complaint

  Date:03/27/2023

  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.

  A sales rep with Home performance Alliance gave me a presentation for a quote for a new roof. After I told them I am not interested. They continued their pushy and intense sales tactics they told me I need to sign up to be able to validate the quotes for 2 years. Less than 24 hours later I reviewed the documentation and sent in my cancelation. The company has not returned my calls or confirm the receipt of my cancelation. I am afraid that with their high-pressure sales tactics and lies that they will try to pursue a lien on my property.

  Business Response

  Date: 03/27/2023

  Dear ********************: 

  I tried to reach out to you by phone and I left a message. I wanted to let you know that we always work with customers on the 3 day right to cancel. There is no issue as was stated in the notes you left. I know that various sites online post statements that are alleged or not fair and balanced. we have thousands of satisfied  customers and from the volume we do there will always be someone that will have an issue. We will always do everything in our power to make them happy.

  Your contract was cancelled by our Sales Manager already. there is no reason for concern, Dont believe everything you ready allow us to be rated the way we respond to you personally.

  we wish you all the best I am happy to speak to you personally if you have any other questions.

  Regards

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

  Customer Answer

  Date: 03/30/2023

   
  Better Business Bureau:

  After multiple unanswered request for cancellation documentation from the sales guy he did call me with someone else on the line stating to be the ** of sales named *****. I stated over and over again that I would like a document saying the transaction has been cancelled. ***** insists that the sales guy come to my home to bring me the documents. I told him that was not necessary an email would be fine. ***** did not listen to me as was very rude to his sales guy on the phone telling him that he has to come to my house to give me the documents. The sales guy never showed back up to my house and did not respond to any of my follow up request. Finally I received a message from someone else at the company claiming to be a ** and staying that my contract had been cancelled. He also  stated in his message that I was responding to what I have read online. My complaint was filed based on how I felt during the transaction. This company uses high pressure sales tactics and shady business practices. I do not believe I would have received any response or cancellation if I had not submitted my claim with BBB. 

  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:03/22/2023

  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.

  Similar to other complaints against this company, I wish to add mine: ************ has been untruthful and unresponsive practically from the beginning. They took $3,700 (30% down) from me at signing (a set of porch windows), and I've heard very little from them since. Signing was September 2022 and the "expected date of completion" was to be "mid-December." They never told me December was too early, I had to CALL THEM to find out. Here we are in mid-March, still nothing. Every time I call - which has been three or four times in 2023- I get the same answer --- "We are waiting for the engineering report. Once that is done we will apply for the permit." I was told the same story January, February, March. Emails are ignored. From this BBB website, I see that this company was sued by the ** Attorney General in 2020... deceptive sales practices, fraud, etc.. If I had known this beforehand I never would have contracted with them. I will never deal with this company again

  Business Response

  Date: 04/05/2023

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

  FIRST YOUR PRODUCT IS IN OUR WAREHOUSE  READY TO INSTALL. WHATS HOLDING US UP IS THE PERMIT. *********************** IS WEEKS BEHIND DUE TO SEVERAL REQUESTS FROM VAROIUS DEALERS.

  *********************** ASKED AGAIN FOR SOME ADDITIONAL PICTURES OF YOUR HOME TO FINALIZE THE LETTER. WE ARE ASSIGNING ******************* TO GO TO YOUR HOME THIS WEEK TO TAKE OUTSIDE PICTURES.

  WE ARE WORKING TO COMPLETE YOUR PROJECT ASAP.  WE ARE COMMITTED TO **** PROJECT BEING DONE PROPERLY WHICH IN THIS CASE TOOK LONGER BUT IT WILL BE DONE RIGHT SO ONCE ITS COMPLETED ITS DONE 100% 

  WE APPRECIATE YOUR UNDERSTANDING.

   

   

• Initial Complaint

  Date:03/15/2023

  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.

  On 1/2/22 I signed a contract for HPA to install replacement roofing shingles on my residence. I was notified that would be installing the roof on 1/4/23. On 1/4/23 a ********** building inspector showed up, but HPA nor and building materials were not at my house. The inspector stated they would need to reschedule (pre-inspection?). I called HPA and was told they would look into it. On 1/6/23 HPA showed and installed the roof. As of this date my roof has not been inspected. I have made approx. 18 phone calls to HPA via there 800 number and several calls to their customer service number. I got one call back from HPA (I'm guessing from customer service) who stated they called ********************** and spoke with ***** (boss) who was training ***** as they were the ones that handle building inspections. The information she got from ***** was that an affidavit may be needed and they would send me what I needed to sign. This was approx. 3 weeks ago and I haven't heard from them yet. Since that time, and multiple calls, I still had no one call me back. I then got *****'s boss name (*****************, who they refused to give me his extension number), and he too has not returned my phone calls. I have gone to ********************************************* and they told me that since HPA did not reschedule the pre inspection they would not perform the inspection. They informed HPA of this and also told HPA they would need an engineering report. I have no idea what this is or entails. In addition to not being able to claim a new roof for hopefully a reduction in homeowners insurance (which is due next month) I have a My Safe ******* ***** awarded to me, just awaiting final inspection. I have got just 1 phone call back. They are completely ignoring any effort to assist me nor attempting to correct what is obviously there mistake (not rescheduling the required pre inspection). Thanks for any help you can give me.

  Business Response

  Date: 03/22/2023

  Dear ************* we wanted to call you directly to answer your questions. ***************************** spoke to you today.

  An engineering Letter we are waiting for for the in progress report then we will be able to complete the process. They ahave been behind in the letters.

  We called again on the letter to get an update for you. We will follow-up with you by phone this week.

  ******* has your case file for any other issues ******* has also given you his direct number.

  thank you

   

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

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