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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2017 Home Performance Alliance (HPA) installed impact windows in my home with a "lifetime warranty". In 01/2022 I informed, by letter, the ** of HPA that one quarter section of the ********************* (CWS) 8100TS series window was defective. In 03/2022 the new quarter window arrived but was broken by the HPA installers. I was told that the window needed to be downsized by 1/4 inch and would be reordered. During 10/2022 an inspector from CWS came to inspect the window. He stated that the window was broken when the installers attempted to force the window glass into the frame. Because of the abuse by HPA CWS inspector said that HPA was responsible. (Not a CWS issue). Due to a manufacturing change at CWS the original grid in the window is no longer available and that all four sections needed to be replaced. HPA has passively refused to help with this broken window despite many emails, texts and telephone calls. Additional documentation available.

  Business Response

  Date: 02/03/2023

  DEAR **** I WAS UPDATED BY OPERATIONS THAT WE HAVE SPOKEN TO YOU SINCE AND SET UP AN APPOINTMENT TO GO TO YOUR HOME.

  PLEASE UPDATE THE BBB ONCE THE SERVICE TECH HAS COME TO YOUR HOME AND REVIEWED THE PLAN OF ACTION WITH YOU.

  WE APPRECIATE YOU WORKING WITH US AND WE WILL DO EVERYTHING WE CAN TO TAKE CARE OF YOUR SERVICE ISSUES.

  REGARDS

   

  PETER V

  JOSH R

   

  Customer Answer

  Date: 02/08/2023

   
  
  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:01/30/2023

  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 signed up for a $49k window and door upgrade in August 2022. We were told our windows and doors would be installed before Thanksgiving but that was false. We were excited in December when we were contacted that our windows and doors were ready for installation but that was also false. Only our windows were actually available which was super frustrating because we have an anxious pets. If I would have at least been given the option, I would have installed them all together to avoid that mess.The installation came with one window that has cracks already at the bottom and three front window MISSING SCREENS entirely. All the crew could say was "well they weren't on the truck so they'll probably come in with the doors" and left it at that. The installation crew didn't even bother to sweep up the broken glass so my dog cut his paw going outside. We were then told we couldn't remove the stickers from the windows until after the inspection. From there, I was told our doors would be available 1/08/23 but heard nothing from them. I had to contact them multiple times to get any answers but finally after many texts/calls, we got those installed 1/26 but surprise, still no screens for my windows. Now, I've emailed, called twice, left 1 voicemail and sent 2 text messages asking about the screens, window crack and inspection with NOTHING in return. Not even a single reply from anyone. This is the business they are running.I was also told during the sale that they would have a crew come and take care of all the dry wall/painting repair from the installation. I've had new windows since December that I haven't been able to clean because I can't remove the sticker. I have three main windows in the front that I haven't even been able to open during the most beautiful weather months of the year because there's NO SCREENS in them. I have broken drywall indoors and outdoors, and a vet bill. I need someone to resolve these issues ASAP.

  Business Response

  Date: 01/31/2023

  YOUR DOORS WERE INSTALED ON FRIDAY YOU HAVE TWO DRYWALL MINOR TOUCHUPS WE ARE GOING TO TAKE CARE OF WITH OUR DRYWALL FOLKS, WE WILL SCHEDULE YOUR DRYWALL THEY WILL CALL YOU DIRECTLY.

  **** RECEIVED A TEXT FROM YOU YESTERSDAY CONFIRMING AN INSPECTION , SCREENS AND DRYWALL SO THAT WE CAN FIX YOUR ISSUES SWIFTLY.

  PLEASE REACH OUT TO HIM DIRECTLY IF YOU NEED ANYTHING. ELSE SINCE YOU HAVE ************ CELL PHONE.

  PLEASE UPDATE THE BBB ONCE WE COMPLETE OUR TASKS.

  THANK YOU

   

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

  **********

• Initial Complaint

  Date:01/30/2023

  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 March 28, 2022, I contracted Home Performance Alliance (HPA) to remodel a shower at my home. The total project cost was $12,750. I wrote a check for $3,825 down, with the balance of $8,925 due when the work was complete. All work except the window kit installation was completed by June 30, 2022. The HPA installers could not finish the window kit until after the shower glass was installed as the shower glass abutted the window. The HPA installers told me to write the check for the remaining balance minus $750. The $750 would be due when HPA returned to finish the window kit. On June 30, 2022, I wrote a check to HPA for $8,175. My shower glass contractor completed the shower glass installation on July 22, 2022. On August 1, 2022, I called HPA and left a voicemail stating they could now come out and finish the window kit install. No call back. Between August 1 and September 16, 2023, I called the **************** Hotline four additional times. No one from HPA called me back. At that point I gave up trying to reach HPA and completed the window kit install myself. Then on January 23, 2023, I get a call from Mr. **** with HPA, demanding payment of the remaining $750. When I told Mr. **** that I called HPA numerous times and left voicemails requesting HPA to come out and finish the install, he said he did not believe it. Mr. D.L called me again on January 25, 2022, demanding payment. He said he would subtract $250 from the $750 (owed for work that was never completed). I countered his offer stating that I would pay $375. He agreed but became very rude and belligerent demanding that I pay with a credit card immediately. I stated that I would only pay by check which caused him to become angrier. He said he did not want to wait for a check. At this point I mentioned that I may contact the Better Business Bureau, he became enraged, stating that the deal was off and that he would just send the bill to collections and that HPA would put a lien on my house.

  Business Response

  Date: 01/30/2023

  DEAR MR ************************* TOLD US YOUR WILLING TO PAY THE ****** AS A WAY OF MEDIATION. ******* TOLD ME HE HAS AGREED TO YOUR RESOLUTION AND IT WILL AS PAID IN FULL.

  WE THANK YOU FOR WORKING WITH US TO RESOLVE.

  THANK YOU SIR.

   

  Customer Answer

  Date: 02/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that their response to accept a $375 payment as payment in full, is a satisfactory resolution.  In addition I was assured by telephone that HPA will not file a lien on my mortgage.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 4 windows in October, 2021 Windows delivered March, 2022 One window was dropped and shattered.Lived behind plastic wrap for one week Lived behind moldy plywood for 2 months Last window installed in May, 2022 Called for 7 months since no inspection and permits expired with no response.Inspection done in January of 2023 and failed.I requested H P A to call me to discuss providing discount due to above poor service and response, no reply Currently waiting for HPA to fix issues and provide reinspection.

  Business Response

  Date: 01/31/2023

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

  WE WERE AT YOUR HOME ON THIS PAST SATURDAY 1/28/23. ************************* WAS YOUR SERVICE TECH.

  UPON EXAMINATION OF YOUR *** SCREENS WE HAVE ORDERED YOU A NEW SET OF *** SCREENS FOR YOUR WINDOWS..

  PLEASE ALLOW 3-4 WEEKS FOR THEM TO ARRIVE FROM THE FACTORY. WE HAVE REPLACED THE WINDOW ALREADY A FEW WEEKS AGO, ONCE THE *** SCREENS COME IN AND WE BRING THEM TO YOU THEN WE CAN CAN SET UP A NEW INSPECTION.

  PLEASE UPDATE THE BBB ONCE WE COMPLETE THIS SERVICE AS WE CAN NOT UPDATE FURTHER UNTIL THE *** SCREENS ARRIVE.

  THANK YOU

   

  ***** V

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

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18899668
  
  I am rejecting this response because:  windows were not replaced a few weeks ago.  What are you talking about.  The last window was installed in May, 2022.  

  What about the messed up trim, no plugs under them.  Trim is hanging/buckling off because there is nothing under them to hold to. 

  Am i supposed to pay full price for this "service"?  When will i get the screens? Another 7 months? 

  
  
  not Sincerely,
  
  *******************

  Business Response

  Date: 02/01/2023

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

  I asked Operations for an update from their visit to your home on 1/28/23.:

  An HPA technician was just out to service this respective customers products on 01/28/23 and after having reviewed the submitted Service Reports, the parts (i.e., screens & snap flanges [for all windows]) needed to repair the reported issues were ordered this morning, 02/02/23.

  Once the parts arrive we will call you to install needed parts.

  We ask for your patience until the parts arrive as there is nothing else we can answer to the BBB until the needed parts arrive.

  Thank you 

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $12,000.00 for a new roof, due from hurricane *** IN September 2022 My roof is leaking into my bathroom light fixture, every time it rains. Called HPA EVERY DAY to come out and repair. I get transferred from one department to another to finally an answering machine, with no help.When I finally get through to a person, they give me a date for them to come but, they dont come. As you know ******* gets lots of rain.Please help me resolve this issue

  Business Response

  Date: 01/31/2023

  DEAR ****

  WE WENT TO YOUR HOME THIS PAST WEEKEND AND WE COMPLETED THE SERVICE WORK AND CORRECTED THE ISSUES PLEASE UPDATE THE BBB ACCORDINGLY.
  THANK YOU
  ************
  ************

  Customer Answer

  Date: 01/31/2023

   
  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:01/21/2023

  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.

  Had windows and hurricane shield installed. Have problem resolving any contact at the company. I only get voice mail and no response. I have called at least 10 times.I just want my issues with the products to be fixed.

  Business Response

  Date: 01/31/2023

  DEAR ************* WE SPOKE TODAY AND AS WE DISCUSSED CALL ME DIRECTLY WHEN YOU GET *********** WILL ORDER THE NEW SASH FOR YOU AND TAKE CARE OF YOUR HOOKS FOR THE *******.

  WE WANT TO TAKE CARE OF YOU AND GET IT ALL ON ORDER.

   

  REGARDS,

   

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

• Initial Complaint

  Date:01/18/2023

  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.

  We signed a contract to purchase windows and have them installed on March 29 2022. We do not have the windows as of this date 1-18-23. We have made numerous calls to the company to find out when the windows will be installed, most of the time, almost all the time we received no return call. We received a text/email telling us that the windows would be in 6-30-22 to 7-7-22. This never happened and as I previously said our phone calls are received by a person who transfers us to someone who can help us but they are almost never at their desk and I leave a message that does not get returned. During Hurricane *** we had a window blown out and had to have it fixed to keep the rain out that should have been prevented if this company would have honored their original date of installation. It is now going on 10 months and no windows after we gave them a down payment that they asked for and signed a contract to that extent. All I want is installed windows in a timely manner and 10 months is to late and to long.

  Business Response

  Date: 01/18/2023

  Dear Mr ****** as you know deliveries have been delayed, you were last given an update on 11/23/22  of an eta of 12/21/22. during the Holidays.

  We apologize for the delays of course. it looks like at this point that all the windows have arrived in our warehouse. I will reach out tomorrow  to schedule installation with you.

  ********** Operations Dir

  CC: *****************; VP 

   

• Initial Complaint

  Date:01/18/2023

  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.

  The company has been paid for 6 new windows. The cost was about $13,000.00. The company put the windows in towards the end of September. They still need to put framing on and plugs. I email and call every week with no response. Could you please help me??Thank you.*****************************

  Business Response

  Date: 01/19/2023

  Dear *****:

  Antonio in our ****************** scheduled service for you on 1/24/23

  he spoke to you on this please update the BBB once completed.

   

  thank you 

   

  ***** V 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18823237
  
  I am rejecting this response because:. Until I see results, this complaint will stay open. Too many times you all came out to my home and didn't have the parts. As long as you were paid......who cares about the customer.....
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/25/2023

  DEAR *****

  WE WENT TO YOUR HOME ON 1/24/23 WE ORDERED PARTS AFTER REVIEWING WHATS NEEDED, HEADER BAR, PLUS YOU NEED 24 BLACK WINDOW STOPS, AND ONE WINDOW IN BACK NEEDS BLACK SNAP TRIM.

  PLEASE UPDATE THE BBB AFTER WE FINISH THE SERVICE, OTHERWISE WE HAVE TO REPEAT WHAT WE JUST SAID OVER AND OVER BECAUSE THATS THE LATEST UPDATE WE HAVE UNTIL THE PARTS COME IN.

  ANTONIO IN SERVICE ORDERED THE PARTS IN SERVICE.

   

   

  THANK YOU

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18823237
  
  I am rejecting this response because: again, no parts, parts were ordered....and black, make sure they are black and I really can complain that the calking is white when it should be black. Who runs this company??

  Gluing things that shouldn't be glued. Ugh.

   Surprised your still open.

  I should of cancelled when ********** gut  feeling.

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

  Business Response

  Date: 02/22/2023

  Requested Clarification submitted: For ********************************:

  ******* in our ***************************** is requesting  XF12 Trims from ******* her Factory Manufacturer

  He is also looking at our three warehouses to  see if he has any in stock. he will reach out to her this week with an update.

  This is what she needs and he is assigned to this case.

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 18823237
  
  I am rejecting this response because: this should of been ordered along time ago and I was told many times it was in the warehouse. You also need to change the color of the caulk from white to black. Thank you.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/07/2023

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

  All necessary, required replacement parts have been ordered and they are either already in warehouse and/or will be arriving soon well before her scheduled service appointment for 03/20/23, 9-2 p.m.. The color of the caulk to be utilized has already been addressed both before and after having spoken telephonically with ********************************** early last week. I hope that this helps. If further information is needed, please let me know. Thank you very much.
  
  Sincerely,
  ************;******
  Service Advisor
  

  
  

• Initial Complaint

  Date:01/18/2023

  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.

  5-6-2020 was the date that we signed the change order to buy the windows ( 11 ). The windows were installed around 6-20-2020 and were found to be defective, had triangle shaped holes in all 11 window frames. They were changed out without getting a permit. another problem encountered was the number of locks on the windows. some would have two locks and some had one lock. windows in the same room next to each other had different number of locks. the number of locks was corrected however in doing so they created another problem. they just changed the sashes, the new sashes wobble in the existing frames. the next problem I discovered when the service crew replaced a complete window due to service work damage. I discovered that the windows do not fit to the engineering plans in the permit. The problem is that the window flanges do not cover the rough opening per the engineering plan. the windows are to small for the opening. their fix was to scab ( add ) in a strip of wood to reduce the gaps around the window and rough opening. The scabbed in strips were nailed in with 16 gauge **** nails. The next problem was that they did not in the installation do any type of water proofing ! the windows failed the inspection due to no water proofing and other issues. Their fix for the water proofing was to apply peel and stick to the frames of the window, staining the window flanges. The service cut off a large section of the ****** to adjust the window, it left a large hole between the frame and rough opening, that they filled with caulk that sagged. it's now 2023 and the company don't return my calls or text messages, and the permit has expired.

  Business Response

  Date: 01/19/2023

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

  ****** in our ********************* is applying for an extension on your permit and our Operations Director ******************* will schedule installers to correct our failed inspection without worry.

  lets follow-up to the BBB once the reinspection is completed.

  Thank you

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

  ****** K 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18820444
  
  I am rejecting this response because:  you mention nothing about all the issues.  windows sashes wobble, stained window flanges due to improper use of peal and stick water proofing, window frame ****** cut off by service crew, and the windows not being installed per the engineering plan in the permit, and adding scabbed in wood strips does not fix the problem.  The windows are to small for the opening.  I thought I bought windows that fit the home, I was not told or expected that the home would have to be altered.   Please address all the issues as it is going on three years, please advise.  

  Thank you 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/25/2023

  *******************************:

  We have had several people at your home including the Service Manager *********************. Please let us address all the facts, you passed your inspection the permit was closed then you had it re-opened when service parts came in.

  you thought that the parts that were ordered for warranty required another inspection. So now we have it opened again and we are again ready for another inspection . but lets be open and transparent that your first inspection passed.

  We have had ***** and ***** at your home to take care of your concerns. Our attempt with you is to schedule another inspection and complete everything. we need cooperation to work together.

  we will be calling you to schedule an appointment please lets work together. 

• Initial Complaint

  Date:01/13/2023

  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 December 21 2021, I contracted with Home Performance Alliance to install 5 hurricane impact windows. To date the screens have not been installed, one window is inoperable , and a marble windowsill was cracked during window installation. I financed the purchase of $11,250.00 from Greensky, the lender that HPA uses. *** was paid in full as I continue to make monthly installments. I have called, texted, emailed both HPA as well as Greensky and the issue is still unresolved. I would like the job completed in addition to being compensated for the near year I have been unable to open my windows.

  Business Response

  Date: 01/13/2023

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

  We have researched your BBB complaint for your Service Issues. we spoke directly with *********************** the Operations Director.
  

  Please let the BBB know that your scheduled for January 23, 2023 to address all your service issues stated on the BBB forum.
  

  Please update the BBB on your service completion that we have met your expectations.
  

  Regards,
  *****************;