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:12/27/2022

  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 Alliance Performance (HAP) installed impact resistant windows to our home in 2020. In July 2021, HAP responded to our home when we called to complain about leakage from the newly installed windows. Workers discovered that NONE of the windows were sealed properly. Our downstairs Livingroom sustained water damage under the largest of windows installed. HAP sent workers to repair/seal all of the windows, and repaired damaged drywall under the large Livingroom window. Subsequently, new black mold, water damage and drywall cracking has been discovered under the same window repaired. We have contacted the company via email and phone. This damage has yet to be resolved. Email correspondence and photos are available upon request.

  Business Response

  Date: 12/28/2022

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

  We received this complaint from you with the BBB and hopefully it was before ********************* scheduled services with you.

  ****** our **************** Manager scheduled you for service on 1/3/23 to repair leak and drywall.

  Please update the BBB and us on this thread once the services are completed on 1/3/23.

   

  Sincerely,

  ************ & **************** 

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The call was received after I filed my complaint. We request this report remain open until we meet with the representative regarding this issue. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/14/2022

  Type:Order 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.

  HPA has said they cannot finish our roof. The roof is on a mobile home which all other companies fiinish in one day. HPA did part of our roof over 2 weeks ago and says they cannot do the rest of the roof. We paid them $3000.00 on 11/1 of the total bill of $9000, they now say we owe them more money on a roof they will not finish. The roof they installed is sub-standard and would not be accepted by any home owner, the roof installed is near 60% of total roof. The work was to be done 2 weeks or less before we went on vacation, naturally they started while we were gone, so we do not have the exact day. We signed an ************************************ person, but the contract was online. Our roof leaks, the longer we do not have a roof the more damage occurs, we are afraid that if it is not completed soon we will be looking at mold. We do not feel we should have to pay more money for a partially completed roof that is sub-standard. We are not asking for any money back on what will have to be torn off, we just want this contract absolved so we can have a completed roof by another company instead of being held up for more money by HPA. I have offered this solution but they want more money. I think its a shame when you are impacted by a natural disaster and businesses take advantage of you when you are in a distressed situation. HPA has been practicing this kind of service since ********************************************** which means its time to step in again and terminate their license to rob property owners in *******. All we want is out of this contract as soon as possible, Thank You

  Business Response

  Date: 12/15/2022

  Dear **********************: ******************* our Director of Operations discussed your project with me this morning. I was concerned about how you were feeling. We certainly care about each and everyone of our customers. Your project is a priority to us and he is working directly with you to resolve all issues.

  ************* told me he is working on a solution and will do everything to satisfy you in the end. **** will be getting back to you by Monday, 12/19/22  the latest on how we will resolve any issues. Please update the BBB once you have your meeting with him.

  Regards, ************ & ************ 

  Customer Answer

  Date: 12/16/2022

   
  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:12/07/2022

  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.

  We signed the contract to have all of our windows replaced by HPA in June 2022, and agreed to pay $15,500 for the service of having all the windows replaced, inspected, sealed, and completed. On 10/06/2022 HPA sent the first 2 gentlemen to the house to remove the old windows and put in the new ones on. Once the windows were installed they advised us that they were leaving the plugs and trims off so that the county inspector could verify their work. On 10/21/2022 the county inspector came and signed off on the work. On the papers we were given, the contract we signed, and the emails explaining the process, we were told that once the inspector passes the work, HPA will send a team again to finish the plugs and trims after the county passes inspection. We scheduled the plug and trims to be completed 11/01/2022, but when the other 2 gentlemen arrived they said that they were not told that they had to seal the outside of the windows where the foam is showing, they were just advised that this was to put in the plugs and remove stickers since that step should have been done as part of the installation step in the beginning. They were kind enough to use the little trim they had available in the truck to cover the insulation, but this only covered 3 windows and 6 are still exposed to the elements-and have been for 2 months- with no follow up from HPA. I have called every other day for the past month to schedule the finish, but they want full payment before the windows are completed. I advised that the payment will be authorized once the full product is completed and tried to schedule a date, but then they stopped answering my calls, and gave me attitude when I called from a private number and said my name to pull up the account. They keep saying that they cant do anything until the payment has been signed over to them. Very unprofessional service, and they are not even trying to finish, they seem to just want the money and ignore the fact that the product is incomplete.

  Business Response

  Date: 12/09/2022

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

  Please note ********* in service has spoken to you. She explained that even though the contract states once **** installed the payment is due and inspection and plugs and trim are due after payment she went ahead and already had your inspection to show goodwill.

  Your contract specially states what she told you. Your plugs and trim will be completed of course we are simply asking you to comply as a customer to the contract you signed and pay for services completed.

  again your contract specially states what i just stated.

  we are happy to schedule your plugs and trim just work with us 

   

  thank you

   

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18531548
  
  I am rejecting this response because: the border for the windows is part of the window installation, it is not a part of the plugs and trims. Your own employee who came in after the inspection by the county said himself that the border for the windows is part of the installation day and that he is surprised that the county passed the inspection as this is completely separate from the plugs and trims which are on the inside of the window to verify that the windows are installed correctly. When he was sent out to the house he was told it was just a Plugs and Trims appointment, so he was not sent to our house with the outside border, proving that it is not a part of this step and it should have been completed as part of the window installation. I will NOT sign off on this project being completed as the installation itself is not completed, as we were explained by HPA's own employee who came to our house. Once the installation is completed, then we will sign over payment. I do not appreciate that HPA keeps saying that the project is completed on their records so that they can later say that I signed off on it being completed and leave the windows as they are. The fact that they keep saying it is completed when it is still exposed is very shady of them and they are trying to coerce a payment from us even though the installation is not completed. If there is damage to the windows or our house because they have refused to send someone to complete the job in over 2 months they will be expected to replace the windows and damage at their expense without it affecting my warranty as this is their choice to not finish the installation, I have called multiple times per week since the installation date to get an appointment for them to finish the windows and HPA is the one refusing to set up the appointment. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/13/2022

  Dear ****************, we certainly want to complete your current service issues. We checked with ****** in Service for an update. He stated that we are waiting on delivery of your trims from the manufacturer. They were out of stock and were back ordered. We are at the mercy of the factory as soon as it comes in we will contact you. There is nothing else we can do until it arrives. 

• Initial Complaint

  Date:11/29/2022

  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.

  HPA failing to repair warranted window

  Business Response

  Date: 11/30/2022

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

  WE ASKED ****** TO CALL YOU TODAY HERE ARE HIS NOTES:

  We went out with their replacement glass on 06/21/22 and are service technicians reported that the glass did not fit.
  I spoke with ******, H/O, and updated him that I will get back to him within 24 hours after ****, our warehouse manager, updates me if glass is still available.
  
  Sincerely,******

  WE WILL DO EVERYTHING WE CAN TO TAKE CARE OF YOU. 

  Customer Answer

  Date: 02/02/2023

  This is an ongoing in reference to failing to replace a product. The original complaint is #********. After several attempts the representative fails to call or return a call or email.
  

  
  

  Business Response

  Date: 02/07/2023

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

  I RESEARCHED YOUR ISSUE HERE IS THE RESULT:

  WE WERE SENT THE WRONG SIZE GLASS BY CWS-MANUFACTURER

  ********************* OUR SERVICE MANAGE HAS EMAILED AND LEFT THEM VOICE MAIL TO SEND US THE RIGHT SIZE GLASS ASAP FOR YOU.

  AS SOON AS WE HAVE AN UPDATE WE WILL UPDATE OYU. PLEASE NOTE WE CAN NOT UPDATE THE BBB WITH ANYTHING NEW UNTIL THE CORRECT SIZE PIECE COMES IN THE GOOD NEWS IS THE FACTORIES ARE GETTING FASTER SINCE THE PANDEMIC AND WE ARE SEEING QUICKER TURNAROUNDS.

  REGARDS

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

  **********

• Initial Complaint

  Date:11/28/2022

  Type:Billing 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 (Home Performance Alliance) installed all new windows in our home. Initial contract signed at time of order showed one brand of windows, contract submitted to *************** showed two brands of windows. HPA installed our windows on 10/06/2022 - 10/07/2022. The kitchen window should never have been installed per their people. The installer ******* promised the kitchen window would be installed properly and sealed. To date, 11/28/2022 our kitchen window is still not sealed to the elements. HPA won't respond or come fix this problem.

  Business Response

  Date: 11/30/2022

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

  YOUR WINDOW CAN BE SEALED AND STUCCOED BUT THE ***** HAS TO BE REMOVED FIRST TO BE DONE.

  PLEASE UNDERSTAND THIS IS AN ADDITIONAL COST TO US BUT WE ARE WILLING TO SEND SOMEONE TO YOUR HOME TO REVIEW AND WORK OUT THE PARTICULARS TO DO OUR BEST TO MAKE OYU HAPPY ON THIS PROJECT.

  WE HAVE NOT IGNORED YOU WE ARE GOING TO BE CONTACTING YOU THIS WEEK TO SET UP A DAY TO REVIEW THE SERVICE PROJECT.

  LET US KNOW **** BEST TIME YOUR AVAILABLE.

  REGARDS,

   

  ********** & *****************;

   

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18469665
  
  I am rejecting this response because:several times HPA was asked to not do the window unless it could be sealed properly. ***** (HPA) installer said it would be done right. HPA stucco guy said window should never have been installed. HPA accepted the responsibility of the window once you installed it. 
  

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

  Customer Answer

  Date: 12/03/2022

  Kitchen window is not sealed. ********* code inspector failed inspection of installation of windows. 

  Business Response

  Date: 12/16/2022

  Dear *************, we have taken a few days to respond because we wanted to have a proper answer for you with the proper results. ******************* our Director of Operations has a plan in place. we are going to have a contractor whom specializes in stone do the work on that opening. we are covering all labor costs to complete it for you 100%. we will then complete it to the way you asked for it to be done, give **** to the end of next week to have the dates in place to go to your home. Thank you ************ **********

• Initial Complaint

  Date:11/21/2022

  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.

  I had hurricane impact windows installed by Home Performance Alliance in June I was told they needed to be inspected and leave the stickers on the window Called many many times spoke to the receptionist with no call back Called again and was told someone will get back to me no one has called There are also trims that need to go on the window which have They were paid in full and now I get no response at all **************** is terrible The windows obviously held up during Hurricane *** but I still the paperwork upon completion for my insurance company This is ridiculous Hopefully I can get some help to resolve this issue Thank you

  Business Response

  Date: 11/23/2022

  Dear *********:

  When we last called you for an inspection you stated some of your grometts fell out. We applied for an inspection after that is fixed the ****************** is backed up we will check again.

  Your permit has to also be updated and cape corral is behind due to the hurricane we are on it wit all these issues.

  Expect a call from us this week. we are determined to take care of you to complete satisfaction. we apologize for any inconvenience.

  regards,

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

  Cassie in Operations 

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18442277
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 11/30/2022

  Home Performance Alliance came out after they put up my Hurricane shields 

  The next day I called to tell them that one of the anchors and grommet came out

  they need home within 2 days and fixed it that was the end of June

  They never called to set up an inspection date  As I have said these windows were installed in June  I have called them day in and day out. I actually  got to leave a message once so Home Alliance called me last Wed today set an appointment for Nov 29th  I took time off from work and when the tech came out all was going to do was fix a grommet which was fixed in June  since he was here I had another grommet and anchor that broke my point is never did they

  tell me they were not coming out for the inspection they need to get their paperwork correct

  i am afraid that if I say ok they will never follow up and finish the full job

  i still have pieces of trim that needs to be attached to the windows I understand that now may be a bit of await because of all the permits needed for ********** 

  What is my guarantee the job will be done with their track record of not following up

  Thank you

   

   

  l

   

   

   

  t 

  Business Response

  Date: 12/02/2022

  Dear **********************: we are certainly concerned you needed to have follow-up calls from **. To be transparent we have had some phone systems issues for the past three weeks which I am going to address with the BBB directly.

  We have assigned ******************** to you as your direct HPA **************** contact. She told me already that you spoke with her and she is addressing your needs and concerns.

  She is working on your permit, and your inspection. Please let us know when everything is completed, we appreciate your business.

  Customer Answer

  Date: 02/27/2023

  I had contacted you before regarding this issue. Yes , Home performance Alliance came to the house but now what was suppose to have done. The windows have not been inspected and there are trims to go on the window . The windows were installed in Mid June of 2022. I have tried calling with no call back . This is ridiculous this has not been addressed to date Hoping you can give me some advice as too how this can e handled Thank you *********************************

  Business Response

  Date: 03/01/2023

  Dear *******:

  We checked with Operations and ****** our Permit Mgr has applied several times to submit extensions  with **********. With the backup situation its taken multiple times to submit, lets track the history for further evidence;

  ****** has called and left messages, its been resubmitted again and shes hoping by next week to more answers, your welcome to call them directly or email them and you will see that ****** is doing her job there is a long line and with the past storm they are behind. 

  also ****** did tell me your shield permit is in good standing but the window permit gave her issues when submitted thru the portal. ****** resubmitted with a PDF file hopefully this will satisfy them to be able to read it. its impossible she says to get anyone to answer the phone there.

   

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 18442277
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  I have called many times and get no where funny I had to to ********* to cancel a roofing permit and my roofer has no problem getting a permit there isn,t even a line to get one. So with that said Home Performance is  not being truthful

• Initial Complaint

  Date:11/21/2022

  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 placed order for 7 DuraShield V impact windows for my home 12/20 and the second order of 5 on 4/21. Install happened on April 21, 2021 and 10/12/21, respectively. Total cost $27,445. Windows were ordered to be white interior and black exterior. Within weeks after installation, exterior trim pieces began warping, shrinking, and falling off windows. Screens were illfitting and warped. Inspections failed numerous times as Home Performance Alliance (HPA) performed minimal and substandard repairs. These repairs were only performed after numerous calls; most often unanswered messages were left, no answer at business, or phone line cutting the call after a number of rings. HPA made several visits and repaired same winodws multiple times. HPA was finally motivated when they reached a deadline with ******* County Inspections. In addition to failing to make timely repairs and final the project, there is a lifetime guarantee for workmanship, that I highly influenced my decision to purchase from this particular company. I filed a complaint with *******************************, which motivated HPA to complete minimal work to obtain final on permit. A final has since been issued, with a comment noting poor workmanship on trim and glazing. A complaint has also been filed with the ******* **************************************************. In the midst of numerous ************* issues, two professionals have been out to look at windows. Of particular note is the black exterior has been painted and/or spray painted on white trimmed windows; not a true black trim, just poorly painted white trim. This is apparent on screens and window glass, where spraypaint marks are clearly visibile. I have been told by HPA rep ****** that I should not have ordered black exterior windows, the issue was my fault bc of this choice, however this is the job of the salesperson and HPA to advise ; I know little about windows and relied on HPA to assist.Have many ****************

  Business Response

  Date: 11/23/2022

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

   

  *********, has spoken to you on your options which are white trim which we would repaint for you.   We are looking into a specialty  paint that is similar to a factory application.   

  We really need to have our people go out to your home to properly work to resolve the issue.

  We will also reach out to Star your Territory Sales Manager.

  Lets set up a time to talk after Thanksgiving next week to work on this together.

  Thank you

   

  .

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18434479
  
  I am rejecting this response because:

   

  Your statement is false, I have not talked to ********* about any agreeable options except that I want  full refund as I do not trust the quality of HPA windows. I have texted her several pictures of issues including glazing, lack of caulking, and substandard trim repairs.  Repairing current windows is absolutely not an option; HPA repairmen have been out numerous times to repair and have done nothing but band-aid an issue that arises again within days. 
  

  I absolutely will not accept any sort of painting of current trim or windows; this window trim is a complete failure and windows themselves could have damage as well due to continued failure of trim; quality is very poor.

  Star can reach out at any point; she is aware of my issues from the beginning and knows I have contacted attorneys in order to file a civil action.  I have postponed this action for months hoping to resolve problems, but it is clear I was going to receive no action unless I filed a complaint with BBB and then proceeded with civil action  

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

  Business Response

  Date: 12/02/2022

  Dear **************, as you know we have been servicing you with re-coating when needed. We have never lost site of your needs.

  We understand your concerns and at this time we have been discussing all the options with ******************** to best serve you.

  Please allow us to have an open discussion with you when we have finalized our research and received factory feedback.

  Expect us to reach out to you next week directly with ******************* and myself. Thank you, ***********************

   

   

   

   

  Business Response

  Date: 12/08/2022

  Dear **************, as you know after doing our due diligence we have agreed to order you the black laminate product that was not available when you wanted black outside.

  At that time we were not working with this factory.

   

  After numerous service calls to repair we agree this is the best solution to properly take care of you.

   

  You have been gracious and understanding of the process.

   

  Please make a final decision on the color you have decided. I overnighted the kit to you.

   

  Once you decide we will order and install the product at no additional cost to you.

   

  Thank you

   

  *****

   

   

  *********************** Vice-President ****************** ***************************************   HOME PERFORMANCE ALLIANCE 1780 102ndAve. N, Ste. 500 **************, ** 33716 www.HPAwindows.com CGC #******* *** #*******

  Customer Answer

  Date: 12/08/2022

   
  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. 
  

  my understanding is that window replacement will take up to 12 weeks; and I will follow up complaint after installation.  

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

• Initial Complaint

  Date:11/17/2022

  Type:Sales and Advertising 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.

  10 new windows were installed by HPA on Oct. 3, 2022. At that time, I mentioned to the installer that two windows had problems opening (casement windows, ************) and three had screen problems (did not fit correctly). He said he would report it to the office and if I had heard nothing to contact ****** in the HPA office. On Oct. 7, 2022, the Hillsborough County inspector completed his inspection of the windows and we noted the problems. On Oct. 8, 2022, the HPA inspector noted the same problems. On Nov. 2 I started calling ****** for resolution since I had heard nothing. I called everyday for a week, leaving messages. I called the customer hot line but could not leave a message. I called the office main number but the line would not answer.

  Business Response

  Date: 11/23/2022

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

  You requested Casement Windows Operator Arm Assembly and Screens from the Manufacturer.
  

  ********************* our **************** Manager has requested the parts from the Factory.

  He reviewed  your situation with the techs that were at your home.

  ****** has a ETA on the portal for 12/31/22 but expect it more likely with the holidays to be first week of January 2023.  

  We will update this complaint as soon as he has additional  information but everything is in proper process for your service needs.

  Please note we appreciate you contacting our Hotline also. Our IT Company has the reports of our phone system going down due to network switch problems.

  We have documented evidence of this its unfortunate but we have been on top of it with ************** that services our account. They have replaced network switches and boxes. we are up and running now but monitoring  it daily with them. Our apologies to you on that.

  Regards

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

  ****** K 

   

  . 

• Initial Complaint

  Date:10/31/2022

  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.

  I am retired and 78 years old. Having recently bought a house in ********** I had been thinking hurricane protection was needed for the lanai. May 26th **************** knocked on the door soliciting for HPA. I thought that was good timing. After discussing options I opted for the hurricane shield. I said I would want it before hurricane season. **** checked with his supervisor ************************* for a price. We got a price and ***** assured me it would be installed before hurricane season 5weeks he said (June 30th). After 6 weeks, (July 7th) having not heard anything, I called ****. He called *****. He said 4 more weeks which would be August 4th. Four weeks later, September 1st, I called ***** He no longer worked for the company. I tried to call *****. The phone number I was given for ***** was invalid. Over 4 months and nothing. August 31st I called and left a message on their voicemail *************) no reply. I then submitted a message to their website which states, If you are not having a five star experience we want to know They also state they will reply 24 hours (Barring weekends and holidays). Again no response. September 26th - 4 months after order, 3 months after I was Assured that it would be installed before hurricane season, and still no response. I live in **********. September 28th hurricane *** made landfall and devastated **********. I did not have the hurricane protection I was promised I would have before hurricane season. It has been over 4 months and still no word. I no longer need the storm shield. Installing a hurricane shield now would be like closing the barn door after the horses got out. Given the circumstances I believe a full refund is justified.

  Business Response

  Date: 11/02/2022

  Dear *************************:  I was just updated on your project by ******************* our Operations Director. He is setting up an install at your home between tomorrow and Monday.

  He also told me we were agreeing to send you a Customer Satisfaction Check upon completion. we will overnight. Please update the BBB once everything is completed to your satisfaction.

• Initial Complaint

  Date:10/26/2022

  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.

  I got a quote from this company March of 2021 for all new windows in my house. I went through with this company because of the "quality" of the windows. Not because they were the cheapest because they weren't. I thought I was getting a quality product. I then financed through the company as well. It took 6 months to even get my windows ordered and installed which wasn't a huge deal. But I was paying this finance company before I even got my windows because they had to pay for the windows up front. They said they would cut me a check for the cost I was paying the finance company once the windows were installed. Which they didn't. The installers were fast and pretty professional. There was an issue with 2 of the windows which they came and fixed. But 2 of the screens didn't fit right. So they said they had to order the screens. I now have 12 brand new windows and I cannot open 2 of them because I don't have screens. It has been over a year sense the installation. I still have no screens. I call them about once a month and leave a voicemail and I get no call back. This is the least professional company I have ever dealt with.

  Business Response

  Date: 10/27/2022

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

  FROM MY OPERATIONS UPDATE WE ARE GOING BY YOUR HOME ON NOVEMBER 1, 2022 TO SEE WHAT SCREENS ARE NEEDED. ALSO PLEASE NOTE WE HAD AGREED TO REPLACE YOUR BATHROOM WINDOWS IN A EARLIER SERVICE CALL. WE HAVE UPGRADED THOE TO A IMPACT PRODUCT AT NO EXTRA COST WE HAVE A **** MESSAGE TO YOU ON FILE THAT YOU ACCEPTED THAT BY AGREEING ON THE **** WE HAVE.

  WE DONT HAVE ANY NOTES IN OUR CONTRACT OR IN ANY EMAILS ABOUT ANY ADDITIONAL CUSTOMER SATISFACTION. BUT WE ARE OPEN TO DISCUSS YOUR SITUATION LETS SET UP A TIME YOUR OPEN TO SPEAK WITH US.

  REGARDS

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

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