Business Profile

Windows

Home Performance Alliance, Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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:03/10/2023
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.
Home Performance Alliance installed a total of 7 Pella windows in my home at a cost of $10482.00. This installation took place in April of 2021. During a thunderstorm in November 2022, I noticed water running in around of the windows that they had installed. I phoned HPA and told them of the problem and they said they would have someone come out and look at the problem. When the representatives arrived one of them took pictures of the damage to the carpeting and the furniture that had been caused by this influx of water. The other rep went outside and found the problems. He said that this was an installation problem and he would fix it. He re caulked the window above the casement and said this would stop the issue. He then went to the other windows that had been installed and re caulked all of them saying they were all bad. The inside man removed the screws from the upper casing and caulked around the screws and replaced them. I also told them of the broken sprinkler head and trampled plants around the bay window that HPA had said they would repair and never did. I was assured that all of this would be taken care of but it never was. I replaced the broken sprinkler and replaced the ground cover at my expense.I was told that HPA would be in touch and "settle up" for the damages to the carpet and furniture. This was on January 5th or 6th of this year.On Feb, 13 2023 I started making calls to this company to no avail. After continuous attempts I finally reached a representative named **** who said another rep would come out and look at the damage. When this rep came a week late he took more pictures and said HPA would be in touch with a settlement number. To date, I have heard nothing from this company.
Business Response
Date: 03/15/2023
SIR:
WE REVIEWED YOUR BBB ISSUE AND WE ARE WANTING TO SPEAK TO YOU TO WORK OUT A CUSTOMER SATISFACTION IN RESPONSE TO THE ISSUES YOU HAD.
WHEN IS THE BEST TIME TO CALL YOU THIS WEEK. WE WILL TRY TODAY.

**********
************
Customer Answer
Date: 03/16/2023

Complaint: ********

I am rejecting this response because: They still have not contacted me. I called **** and left a voice mail today and as now there has been no response. ************ is not good at communicating with their customers. I will try calling them again tomorrow if I have not heard from them. I left my name and number on ****'s voicemail at 1PM today, Thursday 16 2023.

Sincerely,

***********************
Business Response
Date: 03/17/2023
Dear ****************, we spoke today and I appreciate your transparency. I emailed you an agreement of what we have discussed.
Simply review and email me back then after everything is completed you can update the BBB that we have reached an agreement.
Regards,
************
************
Customer Answer
Date: 03/20/2023

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. When the agreed check in the amount of $1500.00 clears I will consider this issue closed.

Sincerely,

***********************
Customer Answer
Date: 03/27/2023
As of this date I consider this complaint closed. Home Performance Alliance has provided for replacement of damaged carpet and furniture.
Initial Complaint
Date:03/02/2023
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 contacted the company in November about a repair. In December, 2022, the repairman came out and said he needed to order wheels and rollers for the window and door. I have never heard from them in regards to the parts or repair since then. I have called the company 1-3 times weekly for the past 2 months. I've spoken to the operator and she would connect me to people who had answering machines. I have left numerous messages with the repair department, customer service, managers, and the guarantee good service department. The operator has also sent emails for me. After 25 calls, once, someone called me back with no information for me but said she would have someone call me back in 48 hours with an answer. All I want is for someone to call back to say they are waiting for parts or if the parts are in, schedule a repair date. I don't know what else to do.
Business Response
Date: 03/03/2023
for *********************** *************************** has been assigned to take care of her issues. Dear *************** please update us after ******* completes his service appointments.

Customer Answer
Date: 03/29/2023

Thank you for your follow-up. A repair has been scheduled for April 7th between 12 and 2. I will
let you know when the repair is complete.

Again, Thank you!
Business Response
Date: 03/30/2023
DEAR **************** PLEASE WAIT TO UPDATE THE BBB ONCE THE SERVICE APPOINTMENT IS COMPLETED ON APRIL 7TH.
WE MUST RESPOND EVERYTIME YOU WRITE TO THE BBB.OTHERWISE IT WILL REPORT THAT WE DIDNT RESPOND.
WE HOPE THT THE SERVICE SCHEDULED WILL MEET YOUR EXPECTATIONS.
REGARDS
**************
************ OPERATIONS
Customer Answer
Date: 04/10/2023
The repairmen were here. Very pleasant, knowledgeable guys. They fixed the window in minutes.
They were NOT given the right parts for my sliding glass door and could not finish the job. I could
not reach any person at any of the phone numbers to let them know. ****, the repairman looked at the door and
took information. Said he knows what wheels they should order.

Very disappointed with the competency of this whole situation, but I want to make it clear that the
workers, **** and *****, are awesome and NOT to blame.

Thank you and I will keep you informed.
Business Response
Date: 04/13/2023
DEAR ***************:
**** TURNS HIS TICKETS IN FOR REPAIRS AND PARTS ORDER. YOUR PARTS NEEDED WERE ORDERED TO CWS.
PLEASE ALLOW US TIME TO HAVE THE PRODUCT IN, BEFORE YOU WRITE TO THE BBB AGAIN. WE WILL UPDATE YOU AS SOON AS WE HAVE AN ETA. IF YOU REJECT IT TOO SOON WITHOUT THE PARTS IN WE STILL HAVE TO RESPOND WITH THE SAME NEWS AS THE BBB REQUIRES A RESPONSE ONCE YOU WRITE BACK.
I KNOW YOU DID THE PROJECT WITH US 8 YEARS AGO 2015 AND THIS SHOULD NOT BE A BBB COMPLAINT AS WE ARE SERVICING YOU 8 YEARS LATER AND WE APPRECIATE THE **** YOU LIKES OUR SERVICE TECHS.
WE CAN REACH OUT TO YOU DIRECTLY IF YOU WOULD LIKE TO DISCUSS THIS FURTHER. WE STAND BY OUR SERVICE IT SHOWS WE DO.
Initial Complaint
Date:03/02/2023
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.
HPA has installed the windows. I am missing several window screens. Installed screens need to be repaired. And a hurricane screen was never installed. They are seeking payment for a job not completed. I have received collections notice from lack of payment. They will not return my phone calls. Payment will be made when the job is complete
Business Response
Date: 03/03/2023
************************* Update:
************* was called and we have him scheduled for service on 3/10/23
we have requested and ordered 3 replacement screens from the factory.
thank you
Initial Complaint
Date:02/22/2023
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 had windows installed by HPA about two years ago. The mechanism on one of the windows is broken and wont stay up. We have contacted HPA, since it is covered under warranty. It has been two months with more than 5 messages and still have not received any return calls for the repair..
Business Response
Date: 02/25/2023
Dear **************:
I checked with Service/Operations and ******* has you scheduled for a service appointment on 03/01/23.
Please update us after the appointment to let us know things were completed at your satisfaction.
*****************;
Customer Answer
Date: 03/01/2023

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:02/17/2023
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.
We had new windows installed before *** hit. When it started to rain that day we noticed one of of windows leaked. After the hurricane I was washing the windows and another one could not be opened to the inside so I could clean the outside. I called company several times with no return call. I then got the managers number which I called again several times. They do not answer the phone but a message says to leave a detailed text and they would get back with you. I left several, finally someone called me, asked what problem I had. I explained and they said the would check something and call me right back. No one called so I called and left several messages again. Still no responds.
Business Response
Date: 02/21/2023
DEAR *******************

I SPOKE WITH SERVICE OPERATIONS AND THEY UPDATED ME THAT THEY SPOKE OT YOU AND SERVICE IS SCHEDULED AT YOUR HOME ON 2/27/23.
PLEASE UPDATE THE BBB AFTER YOUR SERVICE IS COMPLETED.
THANK YOU
************

Customer Answer
Date: 03/02/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Customer Answer
Date: 06/30/2023
We had impact windows installed from this company last year before *** hit. Weve had problems in the past, made a complain, then they decide to call and fix problems. This is the third time I have had to deal with this. We have two windows that are leaking and this has caused mold on our drywall. I have call multiple times and left messages, talked to operator and said I did not want anyones voice message that I wanted to talk to manager. I only got their voice message. I have a couple of names, *****, ******, I think is the name and ****. ****** would call me . But for some reason it would go right to my voice message. I would call him right back and get his voice mail. I told him my phone would not ring and to try my husbands number, but no call back. These windows were expensive and I wish we never bought them from this company. We are at our **** end with them and now we have to deal with the mold. Also in the corner there is a hold in drywall where is is being eaten away. I think its their responsibility to repair not only the leaks but the mold and drywall.
Business Response
Date: 06/30/2023
Dear *******************:
We spoke today, 6/30/23. ********* and I explained that we did try to reach out to you and had an issue leaving a message. I understand you also had an issue calling us. The good news is we heard your issues today and we have scheduled service for you.
The appointment is set for July 12, 2023 between the hours of 11am to 1pm.
we ask that you follow-up wit ********* and I directly as we asked that day when the service tech is at your home so we can see the result right away.
thank you
***** V
********************
Customer Answer
Date: 06/30/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
They say they are coming on the 12th. Nothing has been fixed yet , so well see.
Initial Complaint
Date:02/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contracted with Home Performance Alliance to have a new roof installed and a fan installed in the attic,The roof was put on right after Christmas in 2022, but there has been no county inspection requested by the company, nor have they returned any of my calls or messages. I have also filed a complaint with the finance company as the funds were disbursed before the entire project was completed. Without an inspection, home insurance companies will not acknowledge that a new roof was installed, and I, as owner, do not know if the job meets code. I do not know if the fan was installed as no one will return my calls. This company should not be allowed to do business. Their ethics and lack of customer service are deplorable.
Business Response
Date: 02/21/2023
DEAR ***********************
I WAS TOLD BY SERVICE OPERATIONS THAT YOU WERE PROVIDED PICTURES OF THE FAN
AND THAT WE WILL HAVE ****** GET YOUR INSPECTION COMPLETED
PLEASE UPDATE THE BBB AFTER YOUR INSPECTION IS COMPLETED.
THANK YOU

Customer Answer
Date: 02/22/2023

Complaint: 19422596

I am rejecting this response because no one has sent me anything, including pictures. I was contacted to inform me that they would order an inspection, but I have not been notified when this would happen. I really wish that
I had not contracted with this company.

Sincerely,

***********************
Business Response
Date: 03/01/2023
Dear ***********************:
Cassie our Permit manager stated:
I sent the request over to BELT per Sarasota county for an engineering letter on 2/20. I am waiting to get the letter back from Belt so we can mail it out and schedule the inspection.
as soon as the letter comes in she will schedule your inspection the letter is needed first.
Customer Answer
Date: 03/03/2023

Complaint: 19422596

I am rejecting this response because: I will not accept any response until the inspection has actually be completed.

Sincerely,

***********************
Customer Answer
Date: 06/14/2023

Complaint: 19422596

I am rejecting this response because: This is to update my original complaint regarding the inspection of the roof installed by HPA.
I have been informed that the initial inspection that should have been performed before the completion of the installation was not done. The company was supposed to arrange to meet with county inspector so the initial step could be completed. Since that time, there has been no communication from the company, and my calls are not answered nor are messages acknowledged.
I am basically at my **** end. I have to pay the finance company, and I don't even know if the roof will pass inspection.

Sincerely,

***********************
Business Response
Date: 06/16/2023
DEAR *********************** WE GOT WITH OUR PERMIT AND ROOFING **** IN OPERATIONS TO GET YOU AN UPDATE. ************************* RESPONDED :We have been in contact with the Sarasota County Bldg. **** concerning the open permits in Sarasota County. We have been given the "instructions" on what we will need to do to get these permits taken care of and get them closed correctly. In short, we need to get in touch with each inspector and set up an appointment to meet them at the job site and cut open parts of the roof so the inspector can inspect the nailing of all the layers for code compliance. The inspector will either approve the inspections and finalize the permit or will tell us what steps we need to take to fix the issues. We will be reaching out on Monday (or Tuesday if they are closed Mon) to start setting up the meetings. *********************** will be at the top of the list.
THANK YOU
*******************
CC; **********************;

Customer Answer
Date: 06/21/2023

Complaint: 19422596

I am rejecting this response because: I do not want this complaint closed out until the roof has been inspected. I have been told that it is going to be
inspected for the last six months, so hopefully my position can be understood.
Sincerely,

***********************
Business Response
Date: 06/26/2023
Dear ***********************:
********* interim inspection was missed. ******** does not accept engineering letters. We are working directly with ******** to resolve this.

We need to schedule the inspection, meet him on site and show him the roof installation. This may require opening up a portion of the roof and then re doing that section. Each inspector is different in what they require.

****** and myself are working on a plan to get these scheduled, meet on site with the crew and inspector and get the inspection passed.

We will put her first in line and get her completed within the next 5- business days.

***********************, Director of Operations

*********;*****
Director of Operations
HOME PERFORMANCE ALLIANCE
1780 **********************, Ste. 500
*******************, ** 33716
www.MyHPA.com
CGC #******* CBC #******* CFC #******* CCC #*******

Customer Answer
Date: 06/30/2023

Complaint: 19422596

I am rejecting this response because: I will not accept their explanation until I see that the inspection has been completed.. This has been going on for six months.
I talked with the county inspector when he was here, and he told me then that the company would have to send someone out to meet with the inspector so that they could remove
part of the roof . This was over a month ago.

Sincerely,

***********************
Business Response
Date: 07/03/2023
Dear **************:
******************* updated me today that they have reached out and they are going to set up a meeting with the inspector for next week, At that point once the appointment is confirmed we will be prepared to remove a section
(weather permitting) to have them review. At that point upon completion we will have new materials on hand to reinstall that sections.
we will reach out to you on that date specified.
Please plan to hear from us by the end of this week.
Regards,
*******************
**********************;

Customer Answer
Date: 07/03/2023

Complaint: 19422596

I am rejecting this response because: I will agree to accept response when the company actually does what it says it will do. I have been through this for six months, so I will trust but verify.
Sincerely,

***********************
Initial Complaint
Date:02/15/2023
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.
Around or during November 2021, I had my windows, front door, and sliding glass door replaced by this company. During Hurricane ***, which happened September 2022, all of the windows that were replaced by this company were significantly leaking in areas that were not normal for newly replaced windows. For example, several of the windows leaked from the "lip" of the window, that is the part that you grab to raise and lower the window. In my son's room, the window was cascading water from the top of the window frame. A lot of the windows had seepage of water from around the frames and sealant, which should have never happened. I have called the company on numerous occasions, leaving messages with the complaint department, repairs department, even the sales department just to get a call back and not one call has ever been returned. I took into consideration that they may have been receiving an influx of calls due to the hurricane, but a reasonable amount of time has passed and I still haven't heard from them. My windows were still covered under the warranty during the time of the hurricane and they are fully paid off, I do not understand why I am not getting any response from them. Due to the fact that the windows were covered under warranty, my insurance denied my claim to have the windows repaired on my own because this company is negligent in returning my calls and sending a repair team to come and fix the windows. Also, because of the rain that entered through the windows, there could be more damage or mold inside of the walls. I have pictures and video of the water pouring through the windows for evidence.
Business Response
Date: 02/21/2023
*************************
I WAS PROVIDED AN UPDATE FROM SERVICE OPERATIONS THAT ****** LEFT YOU A VOICEMAIL TO CONFIRM AN APPOINTMENT ON 2/28/23 BETWEEN 11AM TO 1PM FOR OUR ARRIVAL.
PLEASE UPDATE THE BBB AFTER THE SERVICE CALL.
THANK YOU
Initial Complaint
Date:02/15/2023
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.
Business did initial window install without finishing outside of windows and did not call for inspection.HPA's stucco workers showed up a week later without prior notice they were coming. Stucco was applied directly over porous open cell foam with no water barrier or flashing around outside of the windows.Called office multiple times with questions about how they were waterproofing around outside of the windows with no response.
Business Response
Date: 02/21/2023
DEAR *********************
I WAS INFORMED BY SERVICE OPERATIONS THAT THEY SPOKE TO YOU AND SERVICE FOR YOUR PROJECT IS SCHEDULED FOR 2/27/23.

PLEASE UPDATE THE BBB AFTER YOUR SERVICE IS COMPLETED THAT DAY
THANK YOU
************
Initial Complaint
Date:02/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for window replacement and 4 of the new windows are leaking rain water inside my home. The windows seem to be mismanufactured. This has damaged my dry wall and can lead to mold inside my walls. The company has ignored all requests.
Business Response
Date: 02/06/2023
Dear *****************************:
i checked with Operations and they have you on the schedule for service on 02/21/23 to take care of your issues.
Please update the BBB after our service call to update us on your result.
We appreciate your business and look forward to servicing your service needs.

Thank you

************
***************;
Initial Complaint
Date:01/31/2023
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.
I signed a contract on 10/21/2021 to have impact windows and sliding glass doors installed. The initial install happened in March 2022, but was missing the sliding screens for the doors. The screens were installed in June of 2022 and the plugs and install finishing were done at same time. It was discovered 1 on the window frames in the living room was chipped and needs replaced, sliding glass door has black markings in between the glass panes and needs replaced, handle on sliding glass door has ****** & needing replaced, strips around sliding glass door not completed. The guy doing the plugs and finishing stated these items had to be ordered and would be replaced. It is now 1/31/2023 and I have not received any response or communication from HPA about correcting the above issues. I now have the finance company calling and emailing me for payment. I am spending $37,000 and would like the items all corrected or the contract amended to reflect a reduction for the these items that have not been corrected. They also did a terrible job patching the stucco they chipped while putting in the sliding glass doors.
Business Response
Date: 02/06/2023
Dear Ms ***************************** checked with Operations and they have you scheduled for a service appointment on 02/15/23 to go over your issues and work out a plan of action to fix your issues.
Please contact the BBB after our visit to update us on the result
We appreciate the opportunity to serve you.

Thank you
************
***************;
Customer Answer
Date: 02/15/2023

Complaint: 18959856

I am rejecting this response because:

Sincerely,

*******************
Business Response
Date: 02/22/2023
DEAR ***********:
i CONFIRMED WITH OPERATIONS THAT ON 2/15/23 ********************* SERVICE TECH COMPLETED THE WORK AT YOUR HOME THAT NEEDED TO BE DONE.
HE STATED THAT YOUR COMPLETED. IF YOU HAVE ANYTHING ELSE PLEASE LET US KNOW. OUR SERVICE TECH WOULD NOT HAVE LEFT IF THERE WAS WORK TO FINISH UNLESS SOMETHING ELSE HAD TO BE ORDERED.
THANK YOU

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