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:01/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Windows were installed in November **************************************** December 2022. County inspector did not pass windows. That woul be 3 out of 6. One window cannot be opened because of lock, other two difficult raising up. The company did send employee to fix but he stated that the windows had to be re-installed. He stated that someone from HPA would contact and set up a time. Since I did not hear from anyone I started calling in January and no phone is being answered. Tried to contact the sales person and his phone mailbox is full. At this point I feel the company has gone out of business and not really sure what steps I should take next. If you could give me some advice or suggestions it would be greatly appreciated. Thanks
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 16, 2023 to adjust your three windows.
Please update the BBB on your service completion that we have met your expectations.
Regards,
*****************;
Initial Complaint
Date:01/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 29, 2021 signed contract with Home Performance Alliance for $16600 to include one window and 1 transom ($7174) and one set double doors($9406). They put in writing several guarantees: 1. 30 year warranty. 2. the stronger the wind, the tighter the seal. 3. special premium grade weather stripping. 4.OSI sealant around every window. 4. NO SUBCONTRACTORS. 5. all installers are AMMA certified and certified by the manufacturer to apply special sealant. They promised to have these installed before July 4, 2021. On 9/20/21 windows and transom installed by subcontractor, ***. 12/31/21 painter arrived with no information as to what his job was to be. He discovered that the doors did not latch properly and could be pushed opened with little force. 10/14/22 tech arrived saying it was merely to inspect. Concluded: 1. weather stripping missing 2.laminant top left door pulling away. 3. frame of window pulling away. 4. replaced the latch. I have placed 19 calls since then and nothing is being done. 11 of these calls were messages left for them. None returned. The last call made was 12/30/22 spoke to ****, supervisor, said he would walk over to service department and I would hear back by end of day. Nothing. My order/customer number is *****.
Business Response
Date: 01/13/2023
Dear ********************:
we looked into your complaint with the BBB and we spoke directly with ********************* in Operations whom was overseeing your case.
He updated ** that you are on schedule to replace the door slab on January 26, 2023.
Please update the BBB when the service is completed so we know how we did to meet your expectations.
Regards,
************
Customer Answer
Date: 02/03/2023
On January 11, 2023 I filed a complaint with BBB against Home Performance Alliance (HPA). Complaint #********. I had purchased hurricane windows and doors May 29, 2021 with the promise that the installation would be completed by July 4, 2021. The windows were installed 9/20/21 and the doors were not installed the end of Dec 2021 but not completely finished. When hurricane *** arrived Sept 28, 2023, The left door was damaged and leaked terribly destroying woodworking inside our home and part of the tiles around the base of the door. Since the doors were less than a year old we were still under warranty. I started calling HPA. There was no response until I filed the claim with BBB. With in a few days thereafter, HPA called and said they would send a Teck to replace the door on Jan 26,2023. They changed the door but said it probably wouldn't fix the water entry. We were going to need a drip edge. After a lot of conversation, the Tec called the same supervisor I had been calling who never returned any of my calls. The Teck confirmed that they would be here on Feb 2, 2023. Therefore I did not respond to the BBB to close my case waiting for this part to be finished. They did not come and, again, I had to leave 3 messages asking the problem and left my phone number. I called the BBB to explain what (didn't) happen and was told that the claim had been closed because I waited to long to ************ I know why HPA chose the date of 2/2/2023.

Business Response
Date: 02/06/2023
Dear ***************************,

I checked with Operations and they set you up for a service appointment on 02/07/23.
please allow for the service appointment technician to complete their work and assessment before you respond back to the BBB
Thank you
************
***************;
Initial Complaint
Date:01/11/2023
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.
I purchased windows from this company and have had nothing but issues dealing with them to resolve and complete the installation. I have been waiting on them for several months to finish the job by installing screen locks on all of my slider doors, to resolve a leak in one of the windows and a defect in one of the slider glass doors. I have made dozens of calls to this company, left messages with a man named "Lenox" *************) who oversees installation. Also an individual name ************** who is above Lenox and he is completely non-responsive, and an individual **** (not sure what his role in the company is) No one from this company will communicate via email or phone to give me an answer as to when they will finish the job and stand behind their warranty. This company has been paid in full for the windows by the bank and I feel since they got their money, they no longer care about customer satisfaction or stand behind their contract. If this company does not want to finish the job, they should reimburse me the amount it will take to hire another company to complete the job. This company has been sued in the past by the Attorney General in the **************** and it appears they continue to not care about their customers.
Business Response
Date: 01/12/2023
Dear ***********

We are waiting for the parts from your Manufacturer to latch your SGD screen that is located on the 4th floor condo balcony with no public access.
as soon as it arrives we will call you.
regards,

********************* **************** Manager
Customer Answer
Date: 01/13/2023

Complaint: 18720697

I am rejecting this response because: These sliding door screens were installed around August 2022, I have been requesting the latches since then with no time estimate as to when they would be installed. If the latches are not installed soon, I have concerns that screen panels will be damaged and need to be replace do to the fact the wind blows screen back and forth slamming into door frames. Having trouble believing it takes this much time with no end in sight. I also have had water leaking into my condo around the windows since HPA sent a man out to caulk exterior again 11/18/2022. I would like HPA to schedule the window manufacture to come out and inspect Installation and provide a solution on what it would take to make them weatherproof. I also have never herd from HPA about replacing the active panel on 8' sliding door which has a imperfection between the glass pains. HPA has received full payment for this job thru Green *** with out my authorization, HPA has failed to return a call to me after I have left dozens messages over the past 2 months, using the excuse still waiting on manufacture for parts to come in is getting pretty old. If ****** has any intention of finishing this contracted window install he should call me, it is my opinion he has no intention of finishing this job.

Sincerely,

*********************
Business Response
Date: 01/25/2023
Dear ***********:
i have asked Operations to update us on your complaint here is the response.:
********************* has stated that the *** Sliding Glass door Screen Parts has a ETA of 1/27/23.
We received a *** delivery today 01/25/23 so more than likely the parts will arrive next week. we have nothing more to add until the parts come in and we are able to come to your home and complete the work.
Please update the BBB once the parts are installed.
Customer Answer
Date: 01/31/2023

Complaint: 18720697

I am rejecting this response because: I was notified by ***********; and their attorney ******************************* on 1/20/23 that the parts and door panel were order and should be delivered to HPA on 1/27/23. I have reached out to ****** and **** on 1/30/23 and 1/31/23 left messages about scheduling installation and have had no return call. This is just more of the same they do not respond to my call. I really believe this is more of the same, I got the call on 1/20/23 after the ******* Attorney General which I notified of my problems getting this job completed contacted HPA. All of a sudden the parts would be in one week later which I have not been contacted that they are in and can be scheduled for installation. Ounce again HPA fails to contact me about getting job completed. Also on 1/20/23 I requested in my conversation with ****** a inspection of window that are leaking water into interior be done by window Manufacture to see if units are defective or installed incorrectly.

Sincerely,

*********************
Business Response
Date: 02/06/2023
Dear ***********:

i was updated today by HPA Operations that you have Service Scheduled at your home on 02/10/23 to address your issues.
Please update the BBB after we complete our visit with the result of the service appointment.
Thank you
************
**********

Customer Answer
Date: 02/10/2023

Complaint: 18720697

I am rejecting this response because: I was never notified of the service call from HPA, After email from BBB I contacted company to confirm and yes it was scheduled. On 2-10-2023. 2 service men arrived with no latches for the 3 screened doors and only 1 part of a 2 part strip for the 12' door. No replacement door panel for panel with imperfection, was informed by service man it has never been ordered. Myself the BBB and *********************** were all told every thing was in and would be installed on 2/10/2023. Service man called ****** and I talked to him, he informed me the window manufacture would be handling all future service, They also need to schedule a visit to confirm glass panel has imperfection between glass pains. ****** was very rude on phone call to me and accused me of never answering my phone and I am the problem getting job finished, But I answered his call 10 minutes earlier to let service men into condo building. I have never been hard to contact, It is not me that is sending service men out with the wrong parts or no parts needed to finish job.

Sincerely,

*********************
Business Response
Date: 02/14/2023
DEAR ***********: TO UPDATE YOUR BBB RESPONSE I CHECKED WITH OPERATIONS;
ON 2/8/23 ***************************** CONFIRMED APPOINTMENT THE FACTORY IS DIRECTLY HANDLING YOUR SLIDING GLASS DOOR SCREEN LATCHING.
WE DID A WATER TEST AND IT REVEALED THE WINDOWS WERE NOT LEAKING WATER.
WE WILL CONTINUE TO UPDATE AS SERVICES DEVELOP.
PER BB REQUIREMENTS ON A RESPONSE BACK FROM A REJECTION, WE WOULD HAVE TO REPEAT OUR RESPONSE TO YOUR REJECTION IF YOU DONT WAIT UNTIL CWS COMES TO YOUR HOME.
THANK YOU SIR
Customer Answer
Date: 02/15/2023

Complaint: 18720697

I am rejecting this response because:
i have not had any contact from CWS to schedule any appointments. I think this is another stall and my doors will never get completed.

Sincerely,

*********************
Customer Answer
Date: 03/28/2023
********************************; Case # ********

I wanted to update you on my Case, on 3/8/23 I contacted ******** about progress of investigation into payment to HPA in August 2022 with out my Authorization. Soon after I received a letter and copy of payment Authorization Certificate generated by HPA that they said they received in February 2023. My signature was forged on cert. Also Green sky should not have paid HPA back in August of 2022 with out this cert. which is fake. ******** also sent me a copy of Customer Remodeling Agreement they received from HPA which is pre dated prior to my copy with out my ********** signature on it and the HPA representative ***************************** signature does not match on documents ? This is ********'s attempt to prove to me I'm wrong not them!!

I am not sure which company is the bigger lair one or the other is falsifying documents. ************* 7 months to come up with the documents they sent to me in attempt to justify their wrong doing. My window install is still not completed. Is their any legal action I could peruse against ******** for delays and aggravation since they paid HPA in full with out my authorization 7 months ago. I was told by ***********************, ********'s front line consumer solution person today, Greensky and HPA no longer work together and that ended in summer of 2022, which may just be why final payment on my install was paid off. If you could have any input or take any action in this problem, I would be grateful.

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

Business Response
Date: 03/29/2023
DEAR ***********
WE ALWAYS FOLLOW PROPER PROCEDURE TO COMPLETE PROJECTS FOR OUR CUSTOMERS. ALL PAPERWORK WE RECEIVE IS FROM CUSTOMERS HAVING SERVICE PROVIDED
IT IS THEN ITS SUBMITTED ONCE EVERYTHING IS INSTALLED. IT STATES ON THE CONTRACT WE ARE PAID WHEN EVERYHING IS INSTALLED. OTHER ITEMS ARE REGARDED AS SERVICE RELATED UNDER YOUR WARRANTY TO CUSTOMERS IN GOOD STANDING. WE ARE HAPPY TO CONTACT YOU TO COMPLETE ANY SERVICE RELATED ISSUES THAT NEED TO BE COMPLETED.
WE WILL CONTACT YOU THIS WEEK.
THANK YOU
Initial Complaint
Date:01/11/2023
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.
need a phone call from BBB about this company as ihave not been able talk with them.
Business Response
Date: 01/11/2023
Dear *****:
One of our team members in operations will call you tomorrow 1/12/23 and complete any roof issues you may have.
Please update the BBB when your completed.
Thank you

*****************;
Customer Answer
Date: 01/20/2023

Complaint: 18715944

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 01/20/2023

we have
not heard ANYTHING from this company. I sent them an email this morning once again and also a text message....no response!

We have paid them in full because they said we have to because the roof work was done, but the remaining work they are suppose to do has not been addressed.

Business Response
Date: 01/25/2023
Dear Sir ********* wanted to update you that you have an appointment for Tuesday, in the AM january 31 2023 to complete the fascia and soffit repair.
Please update the BBB upon completion
thank you

Customer Answer
Date: 01/31/2023

Complaint: 18715944

I am rejecting this response because: they keep saying they will complete promised work but they fail to show up.
please ask them ,whats going on? its been three months of this running around. please help.
Sincerely,

*****************************
Business Response
Date: 02/01/2023
*********; ***** our Operations Manager spoke to your wife yesterday and stated that their is a shortage of soffit due to the hurricane. He is working on getting the material its as you can understand backordered.
**** asked to give him a week to get you results and an update, we want to get you completed as he told your wife its the problem of getting the product thats been the issue..
Customer Answer
Date: 02/02/2023

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,

*****************************
Initial Complaint
Date:01/09/2023
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.
12/15/2022 I was not in a condition to sign a contract for payments to redo my roof. because I tried to contact *********************************, he tried to tell me I would wound up with a lien on my house. I'm writing a written notice, but I was never given a contract until 12/20/2022.
Business Response
Date: 01/05/2023
Dear ******************* BBB ************, **

Thank you for contacting **. This is the first time I ever received communication from you. We actually met with ******************* already in my office in *************, *******. We had a long conversation and we worked it out. We had already ordered his materials, and he was out of the 3 days to cancel. But to show good citizenship we gave him a reduction with a Customer Satisfaction. He was agreeable and signed an agreement with us.
I have attached the agreement to show we went above and beyond to make him a satisfied customer even though it was past the period.

I also wanted to ask I always answer to the BBB in **********. Do we have a separate listing with you? I am copying ************* in **********.

Regards,

***********************
Initial Complaint
Date:01/06/2023
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.
11/21/2022. paid $6100.00 initial payment. 5 ******************* windows. On the day i signed the contract i was told that i was qualified for a $10000.00 ***** from mysafefloridahome. the total cost of the windows was $18066.00. I the territory manager *********************** 3 times before signing the contract if he was positive that i was eligible. He assured me that i was. This ***** was the deciding factor for me making the purchase. He said the company would handle the paperwork to register and apply fot the *****. over the next 3 weeks i made several calls asking about the status of the *****. When i called i my call would be forwarded to the finance ***** Never got to talk with anyone and left messages to call me ASAP. No one ever called me. After several tries during the week before Christmas. He called me and said that i needed to fill out the application and sent me a link. I registered and submitted the application. 2 days later the mitagation inspector called me to set up an appointment. He asked me if i lived in a house or shared walls with anyone. I told him i lived in a Townhouse. This was when i learned from him that only single family house could receive the ***** and i did not qualify. I called ***** the next morning and told him that i felt that i was misled and wanted to cancel the contract. He told me that it was a misunderstanding no one was to blame and he did not believe i would be able to cancel. He told me he would contact ***** who i assumed was his boss and talk to him. I have never heard back from him since then. I have since then called the company 4 times in an attempt to talk to *****. I have left him an email and voicemail that urged him to get back to me, but there has been no response. I don't know what else i can do so now i contacted you. Contract number is S28440. Hopefully you can help me. Thank you.
Business Response
Date: 01/06/2023
Dear **********************,
It was a pleasure to speak to you today and go over the project. We appreciate us working together with a customer satisfaction which was already sent to you today.
I am personally overseeing your project to ensure its completed 100% to your satisfaction. You have my direct line to call me with anything else.
Thank you Sir.
**********************;
Initial Complaint
Date:01/05/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I entered into a contract with HPA to install 10 windows - signed 3/7/2022. I received a text from them on 9/12/2022 saying windows were in and they were ready to install. Showed up on 9/15 with only 9 windows of which 1 was broken, so they installed 8 windows. Installers did not know why paper work had 10 windows listed but only 9 were on the truck. I called my contact at the ****************** on 11/4 asking for an update on the 2 outstanding windows. She told me she had to speak with the Installation Manager and would call me back on 11/7 or 11/8. When I didn't hear back from her, I called her on 11/9 and left a message, again on 11/16 and left another message, once again I called her on 11/23 and left a message and finally on 11/30 with a final message. After leaving 4 messages with my contact with no response from her or anyone in the ******************, I called the "Customer Support Hotline" (which is to be used when not satisfied with service you are receiving). My initial call to the Hotline was placed on 12/1. I left a message of my dissatisfaction of not receiving any callbacks from my contact after having left 4 messages. The Hotline voicemail message states you will receive a call back within 24 hours, which I did not. I called the Hotline again on 12/8, left another message, again no response from anyone at HPA. I have been waiting 3 1/2 months, from the initial installation, for the final 2 windows. I have never dealt with a company with such incredibly poor, almost non existent, customer service. When I called both my contact and the Hotline today (1/4/2023), prior to filing this complaint, both calls went to voicemail. I did not leave a message at either number as I had no expectation that I would receive a call back.Phone numbers - ****************** contact person ************************** Customer Support Hotline *****************
Business Response
Date: 01/06/2023
Dear Mr ********:
We have your windows in our warehouse. we can schedule an install for next week.
We will have Elisabeth in Operations reach out to you.
Thank you Sir.
Peter V, Vice President
Josh R, Operations Director
Customer Answer
Date: 01/10/2023

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.
I was contacted by HPA and scheduled the install which did occur on 1/10/2023.
I would like someone from HPA to contact me to explain next steps as I'm not aware of the following:
1. Does HPA contact the county to let them know the install has been completed and the inspection can occur?
2. If HPA does in fact contact the county, when will they do that?
3. Once the county has inspected the installation, who do I call to request that HPA comes out to install window plugs and associated window pieces?

Sincerely,
****************
Initial Complaint
Date:01/04/2023
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.
We Contracted with HPA to have a new shower installed in one of our bathrooms. The installer came, tore out our existing shower and installed a new shower. We did not use the shower until five days after the installation. When we used it we found that the water was taking too long to drain. When we called HPA to inform them, they made the issue our problem from the previous plumbing. They did not even come to check. The salesman pretended to be concern, but all he did was tell me three times that someone was going to call us and get it straight. We have paid $1,000 down and have financed $8,738 and we can't even get them to come and correct a messy job they did. Our drain was running properly before the new shower was installed so I can't see how it is from our original plumbling. We would like for them to come and fix the problem that they created.
Business Response
Date: 01/05/2023
Dear **************:
I spoke with ************************* our bath GM about your issue, here is his response:
Home Performance alliance is not responsible for existing plumbing in your home. He told your husband to have it rodded out and a video taken (The plumber will know what to do) and if the issue is our responsibility then we will pay the bill per *************
We do not do rodding at HPA. I have not heard back from you until this complaint. Thank you **************************** HPA Bath
Customer Answer
Date: 01/06/2023

Complaint: 18680489

I am rejecting this response because:
We paid for a new shower that is not working properly. Why should we pay a plumber and they did the work? They should have a plumber come and rod it out. The drain was draining fine before they came, so how is it pre existing after their work. We are in $9,700 debt and they think we should hire a plumber and instead of them hiring one. I dont trust that they would reimburse us. ****** is saying hair in our old pipes. Why was the hair not causing this problem before? Seem more probable that debris during the demolition of the old shower is the problem. This is so unfair for us to be expected to pay a plumber. I dont agree with them.

Sincerely,

*************************
Business Response
Date: 01/11/2023
*******:
We spoke to ************************* and our Operations ********************* will agree to show good citizenship attaining a plumber to get to the bottom of this situation.
we all agree to be open and transparent to the BBB on the final result for whatever caused this. we will set it up and followup.
Initial Complaint
Date:01/03/2023
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.
2019 I was happy with everything from start to finish, when I had only my windows replaced by HPA. I didn't do the sliding doors at that time, because I had a dog that jumped on it, and scratched it. So it was after he passed, I was ready to replace the door. On May 4th 2022 I called them to have my sliding door replaced. I already knew exactly what I wanted, and I thought my information was already on file, since they did my windows. That wasn't the case so they sent me **************************** He listened to what I wanted and double checked with **** to make sure they had the sliding doors with the mini blinds in-between available. Which they were. I put down a $2400 deposit with my credit card. On June 29th they were scheduled to be installed. I recived sliding doors, but not the kind I ordered. At that time I was expected to pay the remaining $4880 which I did in cash. I reported the mistake immediately, but have been getting the run around ever since. After many phone calls and conversations with several rude employees, I finally spoke to the vice president ************************ Who then spoke to ******************* the Order Manager, who updated him that my replacement doors with minis will arrive around October 15. That day came and passed still no door. Hurricane *** was to blame. Then *************************** stepped in and told me she checked with the manufacturer. The two replacement panels were in production and the updated eta they were giving was the week of ***** to 11-21-22. Again still no door, and now the excuse is the manufacturer had a shortage of materials. Seems a bit fishy to me. I have friends in construction that aren't having problems with their materials. After that conversation, I spoke to **** and the doors were still in production but the shipment date was the week of December 19 to December 26. Again still no doors, and now the manufacturers website is down for maintenance. This is beyond ridiculous!
Business Response
Date: 01/05/2023
Dear ****************:
I checked with our Operations Director ************* on your inquiry. They came in, They were shipped to our **********************. We are in the process of transferring them to our ************** office.
We will be contacting you to install them in the next two weeks.
Please update the BBB once they are completed.

Thank you.
Initial Complaint
Date:12/27/2022
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.
The purchase of windows was agreed upon, but after completion of the installation, the final inspection and final touches have not been completed. I have tried to contact the company many times with no resolution to complete the necessary job. They have already received their pay for the windows and since then we are paying a bill for a job they do t seem to want to finish.
Business Response
Date: 12/28/2022
Dear ***************************:
***** in Operations scheduled final inspection for Thursday 12/29/22. Hopefully this complaint crossed the services already initiated on your behalf.
Your Plugs and trim and picking up of extra windows are scheduled for 1/6/23 between 1 to 3 pm for our arrival.
If you have anything else please contact us directly. Please update the BBB once everything is completed after 1/6/23.
Sincerely,
Lennox K Customer Service
************, VP **********************

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