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.

  1780 102nd Ave N Ste 500 Saint Petersburg, FL 33716-3603

• 

  Home Performance Alliance, Inc.

  7159 Seminole Blvd Saint Petersburg, FL 33707

• 

  Home Performance Alliance Inc.

  11200 Saint Johns Industrial Pkwy N Suite 5 Jacksonville, FL 32246

• 

  Home Performance Alliance, Inc.

  2850 Scherer Dr N STE 550 Saint Petersburg, FL 33716-1022

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:10/25/2022

  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 Performance Alliance (HPA) approached our home in June 2022. We spoke with them regarding new windows and doors for our home. We were unsure about whether we would proceed but every time we asked for more time, another sense of urgency for the contract was pushed on us. We decided to enter into the contract and signed an agreement on June 18, 2022. During that meeting, we were told someone would come to our home the following week and take measurements for the windows and that we would receive our windows around the end of September. After not hearing from HPA for 2 weeks, we made multiple calls for someone to come out to our home and take the measurements. They finally came after those 2 weeks. Since the end of July 2022, we have made numerous efforts to contact HPA and get an update as to the status of our windows, any timeframe as to their arrival, confirmation that they were ordered, any communication whatsoever. We have left multiple voicemails for multiple people within the organization begging for an update as it is now the end of October and we have heard literally nothing from them and have never received a callback. We either need our windows installed by mid-November, or we need the ability to seek windows from someone else. This has been too long!

  Business Response

  Date: 10/25/2022

  Dear *****************, ***************************** communicated with you on 9/9/22 that your ETA was 11/7/22 to 11/14/22 and then yesterday you called and ***************************** told you that your windows arrived at our warehouse ahead of schedule

  and that we were just waiting on the permit from *** county.

  *** County as she explained is behind on issuing permits.

  ****** stated you seemed to understand everything we are concerned that you had to file a complaint  since we addressed your issues.

  we are ready to install as soon as we receive the permit.

  Thank you

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

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18307360
  
  I am rejecting this response because: that is an entirely inaccurate response. No one contacted either myself or my husband on September 9, 2022 and gave an estimate. We repeatedly reached out for an updated timeline since August but never received a response. We filed this complaint, and the next day received a call from ******************** saying that permitting was pending, had already been applied for, and they had a 6-month delay on approvals. We recently had our air conditioning updated and had no issue getting that permit so we were confused as to how that could have been true. We looked at the permit portal on 10/26/22 and there had been no application for a permit for our property. In fact, HPA did not even apply for the permit until 10/27/22, yesterday. At this point, we have serious concerns about proceeding with a company that was so non-responsive and then completely dishonest and unwilling to take accountability when we sought a resolution elsewhere after begging for any kind of communication. We have concerns about HPA's integrity and are afraid of retaliatory behavior that *** occur during installation because of this. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/02/2022

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

  To update you we are waiting on the permit from *** County they are processing damage claims first. we are checking on a regular basis  on your behalf.

  Your windows are in ready to install once we have the permit and the door arrives.

  Your Custom door eta is pushed out on the next upcoming manifests It was originally due the end of October. we are checking on the portal today and calling the factory. and we will update the BBB and you.

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18307360
  
  To clarify, you implied you were ready but for the permit, but are now saying the doors haven't even arrived yet. May I please have dates (with proof) of when the windows and doors were ordered and when the permit was applied for? 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/09/2022

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

  I have nothing short of good news for you on this update. When we last answered you I had stated that your windows were in and we were waiting for a permit and door. that was an error on my part both your windows and your door were actually here in the warehouse we were just waiting for the permit.

  Permit update as I was asking about an update on your permit ****** our Manager in Permits updated me that your permit was just approved today, its being processed.

  This great news means that ******************* our Director of Operations will be calling you to schedule an install. Expect a call from him this week.

  Thank you

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

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18307360
  
  I still require an answer to my questions in order to determine how we will be moving forward with HPA. May I please have dates (with proof) of when the windows and doors were ordered and when the permit was applied for? 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/07/2022

  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.

  My windows were installed by Home Performance Alliance on July 28, 2022. I paid $15,000. The inspector came a week later and they passed inspection. When the HPA installer came back to complete the final steps, to install the plugs and trim, he did not correctly install the trim on three of the windows. The trim was cut too short and the pieces feel off. He also did not install the plugs on one of the windows. It is now October (three months later) and the work is not finished and no one from HPA is offering a solution. HPA wont return my phone call. They sent a guy and he brought the cover plugs in the wrong color and he brought the trim but he said he couldnt fix it because his boss told him its part of the warranty and someone from the warranty company has to come to fix the trim. I have no way of contacting the warranty company and I should not even have to because HPA has not properly finished installing my windows. This should not be a warranty issue.

  Business Response

  Date: 10/11/2022

  ****** we have requested the factory CWS to go to your home to review the glazing bead for the factory issue .

  If you do not hear from CWS Factory direct let us know by this friday we will call them again the ticket was created.

   

  ******************* Dir of Operations HPA 

   

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 18181437
  
  I am rejecting this response because:

  The company hasn't  contacted  me and there is some issues that needs to be resolved  by HPA directly  and not by the manufacturer. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/25/2022

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

  Operations has pictures of the bronze parts that have come off. The factory CWS has been contacted directly with a new ticket to take care of your issues. ************************* in our office has been working with you directly 

  on this account. We are doing everything to assist you. **** is available to set you up for further services you may need simply email us or i can have him call you again. Once again we have a ticket with CWS to take care of your factory issues.

  thank you

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

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

• Initial Complaint

  Date:10/06/2022

  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.

  Last week had person come out from home performance alliance to quote our roof he seemed nice steeped thru the ceiling damaged it it was not optimal but said he would fix it he explained financing which wasnt anything like it should have been dinged my credit more than once trying diff finance companies I called their office several times for several days in a row never recieved call back so I called their finance company and they got in touch finally so I could cancel its ridiculous and rude never will use their company I will continue to warn everyone about them

  Business Response

  Date: 10/07/2022

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

   

  We spoke yesterday, we apologize that ***** had a misstep in your Garage when inspecting the crawl space. he stated he stepped on a board that broke causing your damage. We have already as you know set up a drywall person to make an appointment to go to your home and fix the spot so its 100%.

  We will remain in touch until its completed to ensure your satisfaction. you will be in communication directly with me.

  Regards,

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

• Initial Complaint

  Date:10/03/2022

  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 have attempted to call the 800 number and 727 number and when i go through the menu options i am hung up on. so i can't actually contact anyone. I had windows and hurricane ******* installed in 2021. The first time having to use the hurricane ******* and the anchors come out of the house, so i can't use the *******. I have no way to contact HPA that was in charge of this installation and have these anchors replaced or fixed. I should not be out of pocket on something that hasn't even been used.

  Business Response

  Date: 10/11/2022

  We are happy to set up an appointment to have our director ******************* come to your home to inspect and repair your *******.

   

  We will call you today 10/11/22

   

  *********************** VP HPA

• Initial Complaint

  Date:09/21/2022

  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.

  When I signed this contract in June, I was told SPECIFICALLY that the project would take 8 to 12 weeks. We are now at 12 weeks and they have extended it now to MAYBE my project being completed around 16 to 18 weeks. I sold this home and the title company is holding $10,000 from me until this project is done on my old home. Because of this hold, I may have my closing of my new home pushed back simply because I can't close until those funds are released. I feel like they lied to me to just get my business and lock me in. Overpromising and under delivering. And the fact that I may not he able to close on my new home because of the funds being held from me until this is done, this is a MAJOR issue.

  Business Response

  Date: 10/11/2022

  Dear Sir we installed the product and you sold the house we consider this complaint completed.

   

  Thank you Please update the BBB

   

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

• Initial Complaint

  Date:09/20/2022

  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.

  09/20/2022 STILL NOT FIXED!!! NO CALL BACK! 04/10/2021 - Poor customer service, no response. Did not complete the job properly After hurricane **** a sales person from home performance alliance came to sell us storm windows and doors. We were unable to purchase the whole package but decided to start with our front door first. Once the door was finally installed, it was installed with hardware that I had not chosen. After being told that it was what was on the order form. I excepted what was given to me. Months later the door handle stopped working and could not shut the door completely without having to deadbolt the door closed. Finally HPA came out, the insides of the door hardware were all rusted and they said they would order new hardware. It has been many months. When I spoke to someone six weeks ago they said that they had ordered the parts and would be in soon. While waiting for the hardware on the door weatherstripping is tearing off the bottom of the door, and I cannot get anybody to respond to me to help fix the hardware issue and now the weatherstripping issue. I have left numerous messages and asked for a phone call back and nobody has returned my call. In Hindsight I would have never purchased this product or used this company. Business Response -04/29/2021 Business Response /* (****, 5, 2021/04/12) */ **************** I appreciate your concern , but there is a delay to the orders for our customers since Covid-19 hit. Delays have been caused from the shipping and factories. We are here for you, be assured Tuesday 4/13/21 morning I will have **************** our customer service manager call you to go over the delay and shipping of your parts. We promise to make sure your satisfied. Business Response /* (****, 7, 2021/04/13) */ *************** it was a pleasure speaking to you today. We had **** follow-up to go over parts and replacement. Both myself, ********** our Operations Manager and **************** our **************** Manager are involved in your resolution.

  Business Response

  Date: 10/11/2022

  *********************** *******, thank you for your time today both ******************* our director and myself will take care of your door and hardware issues.

  We have the lock we are going to come Monday and install it. 10/17/22

  We promise to resolve this asap and you have my direct phone number as we stated today.

  Regards,

  Peter 

   

   

• Initial Complaint

  Date:09/15/2022

  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 have worked in marketing for over 13 years and was oversold and under delivered on a customer service white glove treatment. I am still waiting on a response from the company from August 26 regarding all the things that we were promised from our sales rep ***** and completely under delivered. Still waiting for broken window l touch up *********. The pricing actually wasnt as accurate as they said it would be. What is completely sad as the installer who did it all by himself dude or call off was wonderful even know that almost every screen that came was torn/ripped and missing a screen that were still waiting on. Had inspection finish putting in the plugs for the window and their crew even says they wish marketing actually knew the process because when they were scheduled to come out they were supposed to do the white glove and that was not even correct.Windows five star Sales 0 Scheduling 0 Response 0 **************** 0

  Business Response

  Date: 10/11/2022

  *****

  We completed the painting  and replaced the marble sill on 9/22/22/

  We have been responsive to take care of your issues. 

   

  Customer Answer

  Date: 01/09/2023

  Update as of 1/7/22- still nothing, no follow up nor response. They have completely disregarded me as a customer after after three more calls and two more messages with a warranty issue.. As of 12/14- still no call back from last week which I was promised to receive it in 24 hours. I left a voicemail on Monday, Tuesday and Wednesday and now I am with a customer service number regarding complaints and concerns. I am literally lost the words I spent all this money on eight windows close to $17,000. Im still waiting for a screen and trying to get a follow up from the screen from the original install from May or June this year as well a warranty concern with my kitchen window. Still nothingAs of 12.7.2022. I was also informed the ** ***** going to call me months ago and still have not received one phone call and had a as they are more defensive of the lack of customer service versus trying to rectify it. As if 8/26/21 I am still waiting on a response from the company as regarding all the things that we were promised from our sales rep ***** and completely under delivered.Still waiting for broken window sill, touch up paint internal and external, missing screen, etc. He also damage internal and external paint as well broken a window sill. Plus I had to clean up mess that they said that I wouldnt have to do anything. Just another broken promise. Once again over sold . They also were supposed to do the white glove treatment per the scheduler and that did not happen. They still did not have the missing screen they did not replace the window sill? nor touched up any other paint? The crew even said they wish marketing actually knew the process because when they were scheduled to come out. ? I explained they were supposed to do the white glove and they said that that was incorrect. ? I was informed they have to notify the office to schedule everything to be fix. As of today still nothing!!
  

  
  

  Business Response

  Date: 01/11/2023

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

  I received a response from ********************* in Operations. He spoke to you and updated you to the following: 

  Your marble sill was replaced on 9/22/22.

  Your screen has an eta of the end of january 2023.

  Your window gap will be addressed at the same time your screen will be delivered.

  in addition you asked that we respond to you faster on future phone calls.

  Thank you

   

   

   

• Initial Complaint

  Date:09/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered our doors and windows in Nov. 2021. Installed In April 2022. Have a crack in sliding door glass and screens were never delivered. Have contacted HPA multiple times and never received a return call. Trim around doors wasnt done as promised. We paid $22,000 for two sliding doors and two windows, which we thought was high, but thought we were getting high quality product. Also, salesman presented himself as representing our HOA, which we found out later was not the case. We just want the door replaced and the screens installed as promised.

  Customer Answer

  Date: 09/23/2022

   
  Better Business Bureau:
  
  have heard from HPAs Vice President and he assured the issue is being addressed.
  

  
  

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

• Initial Complaint

  Date:09/09/2022

  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.

  Contract for bathrooms signed 7/13/2022 for master bath shower and guest bath shower over tub replacing existing. 8/25 the work started on 2 day project I was told. The remodel was completed that afternoon. The master bath was well done, however, the guest bath was not done according to contract. After discussion with installation manager, I was informed that production manager had switched the design from shower over tub to just a shower. After discussion, I requested a concession to accept this unauthorized change but was rebuffed. This occurred Friday afternoon 8/26 Mulling it over, I was unable to reach a live person so I wound up leaving a detailed message on 8/28 expressing my concerns re unauthorized switch that resulted in not having a tub to fill in emergencies and having to obtain a shower door not planned, nor needed, with the intended shower over tub. I informed them in the message that I would like $1000 in compensation in order to accept the shower to allow me to obtain the necessary doors. As I was traveling back to **, I told them text messaging would be fine. No response. I tried calling 8/31 and 9/1 although speaking with a women who either transferred me to another or stated someone would get back, but no one did. I then filed a complaint via the corporate website and received a call from I believe ******* on Labor Day 9/5 telling me she got the complaint but no one in due to holiday, but that I would hear from them the following day. I believe I told her installation nor production have been responsive and that a higher authority over them was needed. No response again was received. I finally called the complaint hotline given in my contract on 9/6 answered in voicemail stating ******** voice that she would get back within 24 hours or less. I again left detailed message reiterating my concerns and lack of follow through. Again its been well over 24 hours without a response. Not even a text to say were working on it. So much for 5 star svs.!

  Business Response

  Date: 10/25/2022

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

  Good afternoon Sir. ***** in our ************* updated ** that ************************* spoke with you about your issues and you agreed after speaking to him on what he was going to do.

  They stated that you signed a change order and everything is moving forward.

  Regards,

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

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

• Initial Complaint

  Date:09/07/2022

  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.

  We signed the contract to install new windows on Sept 9, 2021. We still have a broken window frame, they did replace broken bathroon window, which was installed broken! We still have screen issues! No lock on screen slider!

  Business Response

  Date: 09/08/2022

  In response to your complaint on the ordered warranty window sash replacement we have the following to update you:

  We have an ETA from the factory that the replacement sash is estimated to ship from the factory on 9/27/22. If it goes according to schedule it is expected to arrive in early October.

  It was ordered once already and came in wrong. we have ensured it is correct with a direct call to the factory to confirm.

  We will update you as we check the factory portal for updates. We are unable to respond with anything new until then. If the complaint  is kept open we will have to reiterate the same update. I want the BBB to know this since we have a deadline to respond once again once the customer responds back. This this a shipping issue we are on top of.

  let me know if there is anything else we can do to assist you. Your welcome to call us directly anytime.

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

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17930030
  
  I am rejecting this response because: We have been dealing with broken window, broken sash, screens, window not working since HPA installed our windows in Feb. 2021. Installers left after dark on night of installation, so we checked all windows next morning. Found numerous issues. We called HPA that morning and told them of our complaints. They sent an inspector from Sarasota County, we did not pass. Then HPA finally sent another crew on May 25,2022 to address the issues. Replaced broken bathroom window, finished install of bedroom window, which I can't open now. Said they would return on Friday AM, NO CALL,NO SHOW! We still have issues. NOW HPA is telling us ETA is September 27 and we should get things resolved the first part of OCTOBER! Could someone please explain to us what is going on??? Know friends who have signed contracts before we did. They have their windows and doors, no problems!

  
  
  Sincerely,
  
  ******/ *****************************

  Business Response

  Date: 09/19/2022

  Dear ********************* as we stated the factory is backed up with delays as we stated. Your product is due in 9/27/22. When its confirmed its in our warehouse we can do the other work also all at once such as screens etc.

  If you require further explanation please contact us this week. *********** ask for ************ or ************ we would be happy to speak to you directly. Everything is on cue once the product arrives. we are at the mercy of the factory for your custom order.

  Customer Answer

  Date: 09/20/2022

   
  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,
  
  ******/ *****************************

  We are sooo disappointed in this company!!! Will accept this resolution, but this is the LAST ONE!!! We are very tired of empty promises!