Complaints

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

close

Find a Location

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

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Home Performance Alliance, Inc.

  11399 16th Court North Suite 100 Saint Petersburg, FL 33716

• 

  Home Performance Alliance Inc.

  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

• 

  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

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:08/29/2022

  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.

  Dec 13th, 2021 I put a down payment on New Hurrican Windows. Said they would be in sometime around March or April. Got email that said they would be arriving April 19th - 26th. Windows actually got installed July 7th, 2022. Was given County inspection info I needed to have for inspection, that same day in mail I received letter stating my inspection paperwork was expiring. Was able to get Windows inspected! then next day it rained I had 2 rooms that the windows leaked really bad, Both my Living ************** carpet was soaked, I tried numerous times to reach the company and finally I did they said they would send some out out first of next week. someone came they put the clips in windows, said they would order me new screen since the one they left me clearly was not correct and recalked the leaking windows, took pictures of the window frames and said they would get the finish guys here. Well, it is now the end of August 2022 and I have tried and tried to find out about my replacement screen & when someone was coming to finish the drywall framing but have not been able to find out anything as I get sent from the operator to a voice mail and after repeated calls and messages I'm fed up. I did finally get a manager **** to call me on August 19th with the promise of getting to the bottom of this - but he too has not followed thru, I texted him pictures on Aug 22nd and again I text on Aug 24th, with no response. so, I decided to text him again today Aug 29th but at this moment he still has no responded. What really sets me off is they charged my credit card the remaining balance the day of the county inspection but since then they want nothing to do with me. It is not right that they can collect their money and the job is not done but if I did not pay them in full, they can put a lien on my property. How is this fair that I'm sitting here still waiting & trying to reach them, and they are Paid In Full and refuse to respond. Sincerely ************

  Business Response

  Date: 09/19/2022

  Dear *************** we sent Hymie in service to you home to go over the issues. you have a screen on order, ******************* will be contacting you to send the stucco people to you home. he will call you this week.

  when he calls please have any other questions ready to so we may address them on the spot. 

   

  Thank you

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

   

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17895841
  
  I am rejecting this response because: Just like now, they do not have the proper departments contact me. I get weird texts from people I do not know or am even sure they are who they say they are. I get people who does not speak English come to my house and can't communicate with me, Then I send a complaint to the only person who I can actually talk to who is not actually involved with this aspect of my purchase, but I still cannot get some clarity as to what we are doing and how we are proceeding and if it leaks again, what are we going to do about this matter as of right now I am the one who is out the cost of new windows and have had the water leak on more than one occasion, only to be told by ***** that it not the window leaking, but it is the window leaking as it does not fit the opening correctly (It did not leak before you replaced it) you caulked it during installation, only to come back and recalk after couple days and then again last week. next time it leaks I will probably need new drywall (As it has been wet so many times and mold is going to be issue as I am sitting on cement slab ) and if that is case that is a very large wall that has a raised wallpaper design that has been painted and not sure that I can still get that so entire wall would need to be addressed as I am not willing to bear the expense of any more water damage to my walls or new carpet. as I have said over and over again that you cannot fill in an inch gap in the window opening with a bead of caulk and expect it to hold for life on this sun exposed wall & in this heat.  But I have agreed to have drywaller come and drywall the window openings around the windows.   Can't say much more till we get rain and or time passes to see how caulk will hold up.

  PS. That person who was suppose to call me - Never did!!!!
  Sincerely,
  
  *************************

  Business Response

  Date: 10/28/2022

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

  ********************* reached out to you already this week that he wants to send a tech to your home to water test the window and then move forward with whatever has to be done.

  ****** has an appointment set for November 4th between 11am to 1pm Thats on a Friday. ****** told us that you stated you dont want a water test you want it fixed. Please note for the sake of this BBB forum to mediate a problem to a proper resolution we must work together to find the problem first then resolve.

  ****** stated you hung up on him. Why do that? Let us do our work to test and repair whatever is needed. i have ********* reaching out to you today to try to ensure you will accept the appointment we made to go out to your home.

  I will update the BBB on the result. we must work together to get results.

  Regards,

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

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

   

  Customer Answer

  Date: 11/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is accepted to water test but as I am writing this I want to point out that their guy is here now and as I have previously stated to their people I did not have leaks before they installed the windows and since they have installed the windows they have come out 3 or 4 times now to re-caulk the windows and every time they want to try and make it out as my fault the windows leak. (Im going to state it once more - I did not have leaks before the install of the new windows) but this time I cut out the drywall around every window to prove they leak and once again they tried to make it out as my fault ( so tell me how it is my fault as they are the ones that opened up the window opening and installed windows and supposedly sealed back the opening) so how is all the water damage I have incurred my fault. I had to remove all the carpeting in 2 rooms since I have had water problems 3-4 times and my husband has breathing issues and the musty moldy smell. Also I have ruined  drywall and wallpaper and all the new painting that we have recently done ( in kitchen, dining room & bedroom) and the money I spent on these windows I should not have had to have this kind of loss. I have only recently purchased this home December 30th 2020 and have spent a lot on home improvements and now Im having to redo walls and floors that I have already spent money on.  I also had to hire a mold remediation company to come in and treat for mold. I did hire a home inspector before I purchased and he did not find these issues.  So I do not feel I should have to eat all the costs of the repair to my interior and interior. And my inside window trim has not been finished and at this point I have hired a company to come in and finish them and replace the drywall and paint as I have done this once and that is now why I am having back issues.  So HPA should have to be responsible for some of the expense as we have just proven once again that I still have leaks and they have re-caulked the exterior window openings.   So where we go from here is up to them. But this acceptance of trying to resolve this does not in any way mean that we have resolved this complaint, It should not have had to come to this if they would have ever responded to me calls and messages I left shortly after install. A once small problem has grown into a much larger issue over the course of 4 months and leak after leak. And unfinished install. I will say that this guy that came today actually is trying to help resolve this issue. As he is one of the few that actually took time to listen ( but had I not opened up the walls this problem would have continued again and again.)  they tell you when they come to sell you windows that they will install them and finish the inside and outside as if the windows was going into the owner of the companys house.  If thats the case the owner is sitting in his house with unfinished interior window framing for last 4 months like I have been. 

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

  Business Response

  Date: 01/19/2023

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

  ******************* our Director of Operations has passed your information over to our drywall/Stucco contractors. They will be contacting you directly to schedule an appointment.

  if you dont hear from them in a week please contact the office hotline at ************ or the main line at ************ 

  thank you

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

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 17895841
  
  I am rejecting this response because: I made the mistake once before accepting your offer to come and try to resolve the issue. On November 4th 2022 I had agreed to allow you to come and water test the windows and try to fix the leaks. but as usual you screwed me over once again, you came seen there was a problem, needed to come back but you never did, the guy that was here called and said he was waiting for you to send another person with him to help address this issue, From November till now I have only herd from the guy you sent here once but not again and it is ******* 2023.  I had reached out to the bank in December 2022 to do a line of credit on my property and low and behold I have been denied as You have a LIEN on my property. Thats pretty funny considering that you took the balance owed on my windows without my consent from the credit card i used to pay the deposit with, So you have been paid in full! And yes I did dispute that payment with my credit card company as you have been paid in full but not completed the job. so they took the money from you so you would have to communicate with me, but as soon as they gave it back to you it has been "No communicating since".   So I called the better Business Bureau back and told them that in my last statement on November 4th I miss understood that accepting your response ment that we had fixed this issue, So that is why I have reopened this account.  I want everyone to know what a shoddy company you are, and what kind of job to expect from you. Oh and by the way- just wanted you to know I am filing a complaint with the ************************* The ****************************************, Sarasota County *************************** and The Courts when I figure out who? Why? and How? you was able to file a lien on my property when you are paid in full also I am wondering how you are able to say my husband signed your paperwork in front of a notary! as we both know that never happened. I have also hired a contractor to give me estimate on all the damages to my property that your leaking windows has caused to my property - Drywall, Insulation, Baseboard Trim, Carpet, Wallpaper, Paint, Furniture ect. So just know this I am a very determined person who wants what I pay for nothing more and nothing less. you have crossed the line as now you have cost me fees on a loan I have been denied because of you and your lien. Also I am checking into weather this leaking and mold has had anything to do with mine and my husband's declining health issues we have been having since having the windows installed and all the leaking and mold that was found from the leaks.  And just a little advise dont try again to send someone here to finish the window trim and casing as the windows still leak, so no I will not enclose the window openings or replace the drywall, insulation, wallpaper, carpet or anything else untill the leaking is solved.   
  
  Sincerely,
  
  *************************, - Very Unhappy Customer!!!!!

  Business Response

  Date: 01/25/2023

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

  First to respond back to you, i am sorry you have taken this  path. if if you look at earlier BBB comments for the BBB Counsel to review you have complained you were upset that the workers could not speak english.

  We have many hard working individuals from all cultures working a honest days work. i am sorry that you were not pleased with who we sent. we are all committed to getting your home service issues resolved.

  **** and myself are willing to do whatever it takes to make you whole, we have been at your home several times. we are committed to getting your service completed but we must use the olive branch to find a point of acceptance.

  For security purposes i have sent a copy of the Notice of Commencement directly to the BBB, It shows your husbands driver license number from our site inspector that did the final measurements. all our site inspectors that go to the home after the sale are notaries. I will ask the BBB to review the papers to see that your statements are not correct we take our work and procedures very seriously and when a statement is made we are ready to submit the facts.

  i hope that we can work together and focus on the fix rather than negative statements that only stall a solution.

   

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 17895841
  
  I am rejecting this response because: You are not focusing on the issue at hand.  The issue is that my windows have leaked since install, they have not been fixed and they have caused much more issues than just the leaks, also the window framing, and ***** not ever being finished from install, the leaking has caused more damage to my home like severe water damage in walls that has led to drywall issues that ruined my drywall, insulation, paint and wallpaper also causing mold, baseboard trim damage and loss of carpeting.  It is your horrible lack of communication and concern for the customers satisfaction and the finished project.  The only way I could get your attention was to submit a complaint. then and only then do you want to address 1/2 the issue of the framing - I would be a fool the let your guys try and frame the windows with the ongoing leaks as it would only lead to the same issue we are facing at this moment. So, until we resolve the leaking we cannot address the drywall, or any other issues involved.  I have sent pictures to you of the leaks and some of the damage, but I give up trying to work with you from your lack of effort, or concern or whatever you want to call it!    I call it a horrible nightmare since July 8th, 2022.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/22/2023

  Clarification as requested: We have been working with ************************** through our outside counsel ********************************** who is working to mediate her issues. we have agreed to send ******************* our Director of Operations to her home to see what is going on with the leaks and where its coming from. We are committed to fixing whatever is caused by something directly related to our work, but **** has agreed to go out there next week and set a time to go to take care of ****************  we will update once ************* goes to the home next week.

   

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 17895841
  
  I am rejecting this response because: I am a 60 yr old woman who has worked hard, paid my bills and taxes and have done countless work contracts with numerous companies' but have never been treated or talked to like I have been by this company's employees. Yes - I had been working with the company's attorney and have already had to contact her twice once recently when a employee came out and only wanted to tell me how he has 25 years' experience installing windows and in his opinion the windows are not the problem. He even went so far as the tell the attorney that it is my roof that is causing the problem, (since he was able to take pictures of some tiles that was being replaced on a fake roof - only there for looks absolutely serves no purpose.) The a few tiles got broke during the hurricane, so the association had a roofing company remove and replace them all on the fake roof when they fixed the tiles that got broke on the garage when a palm tree leaned in it. But that still is no excuse for why the windows have leaked since the very first rain after install. I even sent to a Manager at HPA a picture dated shortly after install water running down on the inside of the windowsill during first rain and the damage it did to my drywall and wallpaper.  And then just last week someone called me once again only to speak to me like I'm a second-class citizen and yell at me telling me I'm uncooperative and that they are recording this that I'm being uncooperative so they could report it to BBB and when I asked are they also reporting that I have on prior occasions been disrespected in my own home by their employees about this very issue and why was they calling me as I was dealing directly with their attorney they hung up. So this is why we are at a standstill as they want me once again to be cooperative only to be verbally abused and nothing ever gets done to the windows. What happened the employee guy who came out, water tested and seen the leaks and was waiting on HPA to allow him another person to help him fix the window leaking issues.  (They must have got rid of him since he admitted there was a water leak issue because he has never returned. So I think I have been more than cooperative as they have sent someone out 3 or 4 times and nothing still has been done except the one who water tested and admitted there was a water issue.  But I have endured verbal abuse in my own home and over the phone about this very issue.  No - I did not get back to the attorney about them coming out last week as I'm suffering from kidney stones and i was slated for tests and forgot all about responding.  This is never going to get resolved in my opinion as I will not be spoken to in my own home by HPA employees who want to disrespect me or what i ask or say.    I even suggested that I get another contractor to come and check the windows and send them the report - but they want no part in that. 

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

  Business Response

  Date: 03/03/2023

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

  YES OUR COUNSEL ********************************** HAS REACHED OUT TO YOU TO HAVE ** SERVICE YOU. WE ARE READY AND WILLING TO DO WHATEVER IT TAKES TO COMPLETE YOUR ISSUES.

  WE ARE SORRY TO HEAR THAT YOUR NOT WELL. PLEASE SPEAK TO ***************** SO THAT WE MAY DO WHATEVER IT TAKES TO COMPLETE YOUR SERVICES.

  WE ARE STANDING BY 

  REGARDS

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

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

• Initial Complaint

  Date:08/28/2022

  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.

  On 16FEB I put a deposit down on a new front french door. I was told delivery would be in **** weeks. That date came and went. On 8APR I received a text advising that the doors would be delivered the week of July *****. On 27June I received a call saying that the doors had arrived and an install date of 5JUL was set up. The morning of 5JUL I got a call stating that when the installers came to pick the door up they noticed that there were parts and hardware missing but that they would look into it and call to reschedule. After several weeks I contacted the company for some kind of update since I had heard from nobody, and spoke to a supervisor named ***** on 30JUL who said that the doors had never in fact arrived but he would have it looked into and would have someone call me to advise the expected delivery date. I got a call on Mon 1AUG to advise the doors would be delivered the week of AUG *****.. That date has also come and gone with no contact from the company. I reached out to the company 2 days ago but have not been contacted as of yet. It is now 6 months of continued excuses, and it is very difficult to get a straight answer from anyone. Lots of excuses, total lack of communication, and zero customer service to speak of. Very suspicious behavior.

  Business Response

  Date: 08/30/2022

  Dear *****************: we checked with the warehouse this morning. your door has not arrived yet. We will update you again the end of this week. we have submitted a request into the factory for an updated ETA.
  
  Thank you
  
  
  
  

  Customer Answer

  Date: 10/24/2022

  Following up on my complaint from 28AUG22.. I have been lied to 6 times now about installation of a front door. I was told on 28AUG that I would get an updated delivery status "by the end of the week".. It is now the end of October and I never heard from anyone. The salesman does not return texts. The customer service number always goes to voicemail. the message states that they will respond "within 24 hours".. That was several weeks ago. Clearly they have no intention of delivering and I would like to cancel the contract and get my deposit refunded. This has been dragging on since February. Disgraceful customer service.
  

  
  

  
  

  Business Response

  Date: 10/25/2022

  Dear ***,

  I spoke to ******************* our Director of Operations. He stated he spoke to you yesterday and that your door just came in and we want to set up an ***********.to install it.

  Please understand that we are at the mercy of the factories as you know this is a worldwide situation with delays.

  I want us to work together and we are under contract with each other. I want you and the BBB to know that we are willing to discuss the situation and mediate a proper resolution. 

  Please continue your talks with ************* so we may work together to complete your project.

  Regards,

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

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 17895157
  
  I am rejecting this response because:

  I did not receive any such phone call. I did receive a vague text from someone reluctant to properly identify himself, I'm assuming this is the individual you refer to. Based on your history of cancelled install dates I have no reason to think this will actually happen. I am willing to accept a discount for 6 months of delays, inconvenience and poor customer service.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/27/2022

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

  TO REITERATE FROM MY EARLIER MESSAGE WE ARE TRYING TO REACH YOU TO INSTALL THE DOOR IT JUST CAME IN.

  WE WANT TO BE OPEN TO MAKE SURE YOU UNDERSTAND THE DELAYS ARE CAUSED BY THE **** SITUATION WE ARE ALL FEELING. THE FACTORY DELAYS ARE ALL COMING INTO PLAY WHETHER YOU BOUGHT A CAR, STOVE, WINDOWS OR A DOOR. I AM SURE YOU SEE WHATS GOING ON EVERYTIME YOU TURN ON THE NEWS. WE HAVE DONE NOTHING WRONG THAT WE MUST MAKE CLEAR.

  TO REPEAT WE ARE AT THE ***** OF THE FACTORIES. WE WOULD BE OPEN TO GIVE YOU A CUSTOMER SATISFACTION CARD ON US TO SHOW GOOD CITIZENSHIP.

  WE ARE TRYING TO REACH YOU TO INSTALL THE DOOR PLEASE GIVE US A TIME AND DAY THAT WORKS FOR YOU.

  WE WILL TRY CALLING OYU AGAIN TOMORROW.

  REGARDS

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

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

• Initial Complaint

  Date:08/25/2022

  Type:Billing 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.

  Contracted for four windows for the bay at the front of my home for $12,000 in November, 2021. Finally, had them installed in June, 2022. Outside trim between the windows has not been installed, screens do not fit properly and drywall needs to be repaired, HPA contractor determined that the windows had been improperly set with unequal too large gaps between the windows for the outside trim to ever fit and would have to be reset. Details on attached document and photos attached. The worst of hurricane season is upon us and I am extremely concerned that these windows are not properly closed in.

  Business Response

  Date: 08/26/2022

  Dear Ms **** we came to your home yesterday and we did an inspection of your issues to come up with a plan of action. we will be addressing everything from our findings from 8/25/22.

  Customer Answer

  Date: 08/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to know in writing what the plan of action is and a timeline for completing the necessary repairs. For instance, they plan to install almond trim, not white, for my almond windows.

  Business Response

  Date: 08/29/2022

  Dear Ms *****
  
  It was determined that we need to install bay mullion in place of the standard factory ****.
  
  ***** was able to make this determination. I have requested from the factory adjustable bay ****. As soon as it arrives we will make the corrections.
  
  In the mean time the windows will meet the structural integrity necessary to protect from storms.
  
  ******
  

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Good start, but still does not address getting the proper color trim (almond), the proper screens to fit the front facing windows of the bay (bulging out) and the repair of the drywall or timeframe to finish this installation. Glad to know that the structural integrity and spray foam between the windows is sufficient to protect from storms until this is complete.

  Business Response

  Date: 09/02/2022

  Dear Ms. ************* just called and left a message for you. we can schedule you for Wednesday 9/7/22 to paint the trim to match the windows, reset the windows and set you up for drywall repair.

  please call us at the number i left so we may take care of you.  ************ & ***************;

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17895119
  
  I am rejecting this response because:  They did come yesterday to reset the windows. They noted when they left they still need to return to paint the vinyl trim the almond color and order the screens for the street facing windows of the bay that did not fit. It was raining when they left and I did not get to see the outside until this morning.  Photos attached show that the stuff they used to attach the trim is globbed all over it and is globbed on my stucco and the top edge of the windows.  In addition, when I opened my drapes this morning, I see that the trim on the inside, while it looked fine when they left yesterday, is now falling off on both sides of the bay.  Photos of this also attached.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/20/2022

  Dear Ms **** as we discussed your stucco was fixed and now the only issue is your waiting for bug screens that were ordered.

  Please let the BBB know that is the only thing thats active now is the bug screens ordered and we will follow-up.

  thank you ************

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17895119
  
  I am rejecting this response because:  While I agree with the response, I do not want to close this out until I receive the screens and the installation is complete.

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

• Initial Complaint

  Date:08/17/2022

  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 paid a $2500 deposit for a door installation in January 2022 after being solicited by this company and subjected to extremely high-pressure sales tactics. After they did their initial inspection, measurements, etc. they were supposed to contact me about scheduling. A few months went by and I had heard nothing, so I tried to get in touch with them. I called multiple times over the next few months to try and get an update, but I was always routed to a voicemail and no one ever called me back. I finally got in touch with someone from the company and he notified me my project has been marked as canceled due to an internal error, but he would get it moving again, get the door ordered, and promised it would be done by May 2022. May came and went without any communication, so I again started the process of trying to reach out to get my installation scheduled. In June, I was able to confirm that my doors arrived in the warehouse, that it was "in permitting," and that we could schedule the installation "next week." Following that exchange, I never heard back from the company yet again. Every time I am able to get ahold of them they tell me "next week" and then I never hear anything back. I expressed my concerns to multiple people in the company with no resolution. I was told at one point that it was "supply chain issues," but if my deposit was paid in January, the door wasn't ordered until April, and has been at their warehouse since May, that hardly seems like a supply chain issue. It's now 7 months since paying my deposit and I don't have any reason to believe this company will ever give me what I paid for. Every communication I have had with them has been instigated by me, and it always takes several phone calls to actually get through. The last time I called (in late July), I was told management would get back to me shortly but they never did. I would respectfully just like to receive a refund for my deposit at this point. I have lost all trust in this company.

  Business Response

  Date: 08/19/2022

  Dear **************: Some notes you left out on your BBB statement included:
  Job was a construction opening modification, this required engineering, plus we had to hire a electrician. Project was held up due to requiring an exterior light and concrete slab. we had asked you you to get a contractor for the slab because it was not included as we discussed. Fast Forward:
  
  We have the door, we have the engineering, we have the permit, and we "ARE READY TO INSTALL" we also have the electrician lined up to add the exterior light and move the outlets.
  
  Job can be installed anytime next week The week starting 8/22/22 Thursday, or Friday. Or any day the following week.
  
  ******, Operations ******************* VP
  
  

  Customer Answer

  Date: 08/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The type of project it is does not change the fact of complete lack of communication on your part. I was told during the initial inspection that you guys would pour the concrete. When I got my project restarted in April, I was then told that was not the case, so I went and found my own contractor. I have been telling you guys for months now that the lights and concrete slab will be taken care of immediately after I have the door installed (before inspection) and was told by your company that is fine. I have screenshots documenting this as well, since some of this communication was via text message. Although, because the dates I keep get promised keep getting pushed back, I have had to keep putting off the contractor who will be pouring the slab. If we are ready to install, why was I not notified? I've been calling for months to try to get this installation scheduled and no one has ever had the courtesy to even call me back with a status update. The most communication I ever received was when the electrician showed up at my house at 8:30am with zero notice to take measurements. I had no clue he was coming at all, and when I called the office about this I never got through to anyone and never heard a peep after that either. Can you also explain why my project was "canceled" until April without my knowledge after I had already made a deposit (in January) and had made multiple attempts to contact you? When I had that conversation with ***** in April he said he would restart the project and it would be done in May. I said if he can promise **** then we can move forward, otherwise I want a refund since my project is supposedly canceled anyway and it had already been months without any communication from anyone in the company. The excuses you keep making for the delays are not accurate and beside the point anyway. How am I supposed to know what is going on if you don't ever update me or return my calls?

  Customer Answer

  Date: 08/20/2022

  ***Document Attached***
  
  See Attachment/File: A940A5A1-AD04-4BFC-9E89-27B0DC6E3DCB

  Customer Answer

  Date: 04/18/2023

  This company installed a door for me in January 2023 that failed initial inspection. They have since come to address the issue but never scheduled the re-inspection nor the necessary electrical inspection. I have been trying to get ahold of them for months with no response, including their customer service hotline which claims to provide a response within 24 hours. Additionally, they left the door finishings in cardboard boxes on my uncovered patio (back in January) and said they would install the finishings once inspection passed. They said they would be fine outside. These would have been severely damaged if I didnt bring them inside. It only took one rain for the boxes and pckaging to be completely soaked through. Now they have been sitting in my house for months waiting for installation. Another issue that recently came up after a very heavy rain is that water was leaking in pretty heavily. However I cant even get ahold of someone from the company as it is. I need them to: address the leaking, shedule the inspections (including electrical), and come install the finishings.
  

  
  

  Business Response

  Date: 04/19/2023

  DEAR ************* YOUR ELECTRIC WAS COMPLETED AND THE SCREWS WERE DONE IN MARCH WITH A SERVICE CALL.

  YOU ARE NOW READY FOR INSPECTION. WE WILL HAVE KALEY CALL YOU TODAY  4/19/23 TO SCHEDULE AN INSPECTION AFTER THE INSPECTION LENNOX WILL SCHEDULE YOUR PLUGS AND TRIM.

  PLEASE NOTE THAT WE CAN ONLY UPDATE THE BBB WHEN WE COMPLETE THE SERVICES I JUST STATED. WE ASK THAT YOU WAIT UNTIL THESE SERVICES ARE DONE SO THAT WE CAN PROPWERLY UPDATE THE BBB OTHERWISE WE WILL HAVE TO REPEAT THE INFORMATION IF NOTHING NEW HAS TRANSPIRED. PLWEASE REACH OUT TO THE BBB WITH ANY QUESTIONS.

  WE ARE COMMITTED TO RESOLVE THIS FOR YOU.

   

   

• Initial Complaint

  Date:08/03/2022

  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.

  My windows were installed about a year ago. In march I informed them that my window was leaking, and they dismissed it. Now my whole window sill is rotting. It created mold that me and my kids are extremely allergic to, and I've been very sick with since. It's to the point that unless I hear from them and they fix it, I will be filing a lawsuit against them for all damages and a refund of the cost of the windows.
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/08/03) */
  Dear Mrs *****: Your windows were installed on 10/7/2020. Thats about two years ago. we had an inspection with the county on 10/15/2020 and you passed inspection. we then did the plugs and trim. On 1/4/2021 you needed a new screen for your dining room it was ordered and on 2/25/2021 we installed the new screen. we have been to your home without fail to do service work. On 5/12/22 Lennox King reacted to your service request to check the window your inferring to. He was unable to reach you after several attempts your voicemail was full. Today you sent a text to me you needed assistance and I immediatley send the request to Josh R our director of operations to set an appointment for you.The letter you wrote to the BBB is not factual wqe do not know exactley where the leak is coming from there are several places it could be. Before you center the blame in one direction we need to see it in person to determine the actual cause. HPA has done everything in a proper fashion in the past two years for you. There is no need to berate us for something we dont have all the answers for yet. Be assured we are committed to helping you in every way possible but we must work together with teh olive branch to see it through. we appreciate your understanding and we will attempt to call you today.
  
  
  Business Response /* (4000, 7, 2022/08/03) */
  UPDATE: We sent our Tech team to your home today. They arrived around 430pm. They uninstalled the window, cleaned and sealed and reinstalled the window we also agreed to repair the drywall. lets be factual we have been to your home Joe was at your home before also. its been 2 years since install. from our insopection you have mold growing on the exterior of your home which has nothing to do with your windows. lets work together and we will do our end to assist you. Dear Mr *****:HERE IS A REPRINT OF OUR RESPONSE TO MRS ***** i AM TOLD BY OPERATIONS THEY ALREADY SPOKE TO HER TODAY. Your windows were installed on 10/7/2020. Thats about two years ago. we had an inspection with the county on 10/15/2020 and you passed inspection. we then did the plugs and trim. On 1/4/2021 you needed a new screen for your dining room it was ordered and on 2/25/2021 we installed the new screen. we have been to your home without fail to do service work. On 5/12/22 Lennox reacted to your service request to check the window your inferring to. He was unable to reach you after several attempts your voicemail was full. Today you sent a text to me you needed assistance and I immediatley send the request to Josh our director of operations to set an appointment for you.The letter you wrote is not factual as do not know exactly where the leak is coming from there are several places it could be. Before you center the blame in one direction we need to see it in person to determine the actual cause. HPA has done everything in a proper fashion in the past two years for you. There is no need to berate us for something we dont have all the answers for yet. Be assured we are committed to helping you in every way possible but we must work together with the olive branch to see it through. we appreciate your understanding and we will attempt to call yo
  
  
  Consumer Response /* (2000, 9, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Please call me or text me to schedule the drywall and underlying structure to be repaired. There is no mold outside the home. The tech even said it was moss outside. I'm referring to the mold inside the wind sill from moisture that I have pictures of, and have notified my insurance company of.
  
  There has been zero communication from your company asides the window installer contacting me and telling me he will be there in an hour. I have also notified my insurance company you have accepted responsibility to repair the drywall and underlying water damage, as written above. This needs to include the wood structures under it that have shredded, the mold, and drywall. As well as the texture to the drywall. I can paint it myself.
  
  Consumer Response /* (3000, 14, 2022/08/10) */
  Still have not received any further communication from the company regarding repair.
  
  
  Business Response /* (4000, 16, 2022/08/12) */
  Dear Mrs ***** We are going to call you today to schedule the service work. let us know when we cal what day works best.

• Initial Complaint

  Date:07/25/2022

  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.

  On July 15th I had a meeting with a salesperson that lasted for 4 hours. I was interested in having 2 windows replaced and was immediately advised that the minimum install was for 3 windows. I was promised a 4% interest rate, assured that the pricing was within market range, the quality of the product was great, and the after-product install was very good. I explained to the salesman that
  I needed to obtain a second estimate so was reluctant to sign the contract. He stated that I had 3 days in which to cancel but I also had an additional 30 days under what they called the price comparison feature. He assured me that his company has been known to adjust their policy under several extenuating circumstances. I also explained that my household was a low income household and through the county I previously had a new roof installed, new electrical system, windows and a new a/c system but I didnot know how long it would take or if i qualified for any additional work at this time. Although he was very thorough, I wanted to do some additional research, but I had extensive dental surgery on the 16th, 17th., and blood transfusion on the 18th.
  I have spoke with my salesperson because upon receiving my paperwork the interest rate was 8.5, & 5.9 . it was later explained that there was 2 interest rates, the first payment reflected a different interest rate and amount. (this was not shared with me.) my salesman showed me paperwork which reflected the 4.9 interest rate only. I started to lose faith in him and read the reviews on the website. (not very flattering) However the main reason I want to cancel is because in 4 months I qualify for the county program whereas I can get the windows replaced at no cost. My Mother **** Harding is the owner of the home and states she doesnot want me to make financial obligation toward her home. She was unaware of the amount .

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/26) */
  Dear Ms ***** *****: Please if we can be fair and balanced for the BBB Forum. we spoke yesterday on 7/25/22. You signed a contract with us and it went past the right to cancel, but futhermore several days later you had a site inspection and you still did not attempt to cancel. You had a question which we cleared up you did have a 4.99 APR which is exactley what you wanted. There was some misunderstanding on your part and we cleared it up. We have done everything right but after we told you all of this you stated to me last night you still want to cancel because the county is offering you window product at no cost. For this reason you want to cancel with us long after you signed the contract.I noticed you did not mention this in your BBB. In fact alot of what your telling the BBB you never stated to me yesterday I am confused by your statements as we had a clear and concise plan of action and its unfortunate your adding to what you said last night to create a new angle to make an attempt to escape your responsibility for what you signed.
  
  
  Business Response /* (1000, 7, 2022/07/26) */
  I want to mention to the BBB you did bring up the county window program but you never mentioned to me everything else it was all about the APR which was correct all along thank you
  
  
  Consumer Response /* (3000, 9, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did explain to the gentlemen I spoke with on the phone before writing filing the BBB report about the county. He was very sarcastic and informed me he never hard of this before. The man that called me today was threatening. I explained to the salesmen when he was here about the county but I was unsure as to how long it would take. The bottom line is that I can work with the county and have the 5 windows installed for free. or pay your company 4,999.00 for 3 windows. As your salesman stated that I have a 30 day meet the price on my contract whats the problem. If you need to make contact with the again, please don't have someone call me that is threatening.
  
  
  Business Response /* (4000, 11, 2022/07/27) */
  Dear Ms *****: Both my State Director and I Aaron tried to speak to you today but you were nothing short of combative. Yo stated to us "do whatever you need to do" Then hung up on us. Thats not a way to mediate thats not a way to solve an issue. May I repeat for the BBB. You signed a contract, then days later you allowed our site inspector to do a final inspection of the openings and measure. You signed your finance docs and then a few days later we ordered the windows. HPA has done nothing wrong we simply did what we were contracted to do.
  
  At this juncture its not just a matter of the contract but its about the fact your trying to create a senario that we did something wrong. We didnt we followed all the rules by doing what you wanted, we got you the APR of 4.99, we measured and ordered the windows. You had many opportunities to cancel but didnt. Now your trying to get out of your order and your using all means necessary such as the BBB platform to spread the wrong information and also by raiding your voice to us everytime we speak to you. Your agenda is to create a senario to find a way to get out of your responsibilities for what you agreed to. If you knew you had a chance to get something from the county why did you sign a contract with us? Why did ytou sign your financing? Why did you not say something to our site inspector days later? Why after we ordered your custom product are you doing this ? Why cant you hold a proper conversation without raising your voice everytime? At this point I am asking the BBB to inject their opinion on the matter I welcome their input, as again we do not deserve this complaint for an issue that the customer allowed the order to go through and now wants to escape her responsibilities.
  
  
  Consumer Response /* (4200, 13, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Sir, the reason I hung up on you was becasue you kept asking the same question as in your response, which was why did you sign, why did you this, why did you that. Those responses was not getting us anywhere.
  I am 70 years old I live with my mother 87 we have a total income of 2800.00 per month. We decided to get the windows we felt is was a safety issue during hurricane season.Although it would have been financially difficult, you do what you have to do, I understand your position as a business, and I guess there is no place for compassion. Your salesman indicated that there was a 30 day beat the price policy offered by your company. Please be advised that after the way you have handled me and the very disappointing work record as indicated in your reviews that I would feel confident with your working in my home. Cust reviews indicate that your ability to do quality work is in question. I apologize that we were unable to reach a decision that would be satisfactory to both of us.
  
  
  Business Response /* (1000, 16, 2022/08/01) */
  Dear Ms *****:
  We prefer to have a proper conversation to mediate this contract to a closure. I tried calling you today to offer solutions but your call blocker would not allow me to discuss anything further.
  Its up to you if your willing to have a proper conversation so we can settle everything out. regards, Peter
  
  
  Business Response /* (4000, 19, 2022/08/04) */
  Dear Ms. *****:
  we are still trying to have closure with this contract, but you must have a proper conversation with us or the BBB as a mediator we want to resolve this asap.
  
  
  Consumer Response /* (4200, 21, 2022/08/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Sorry I have not contacted you have been spending my time at hospice. Olease give me until tuesday the 9th I will be available to address this issue.
  
  
  Business Response /* (4000, 23, 2022/08/06) */
  dear Ms *****: I wrote to you this weekend to offer to close out this contract. I want to let the BBB know again for the record the following facts: she signed on 7/12/22 she had a site inspection on 7/18/22 and signed off on everything leaving us to believe she was 100% on board. then days later she informs us after its ordered she tells us she can get her windows free.
  at this point we want to close this out as long as it shows for the recored the following: HPA did nothing wrong we trusted the customer was onboard. 2.) We went a second time to the home and she signed all the paperwork on 7/18 for her site inspection and he measure sheet and NOC. we had good faith she was good then all of a sudden she creates this entire process to the BBB to create a complaint for what reason what did HPA do wrong? At this point we are showing the community we are good citizens and offer the olive branch and will close it out if she agrees to the terms we stated in our letter she agrees to my statements which are 100% factual.
  
  
  Consumer Response /* (2000, 25, 2022/08/08) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  In the letter of 8/6 said company agreed to cancel contract providing I forfeit the $50 deposit given to them and no further action would be taken. I advised them that this was acceptable and I consider the transaction cancelled and the BBB case closed to my satisfaction

• Initial Complaint

  Date:07/23/2022

  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.

  On 17-May-2022 we put a deposit down with HPA for $1750 to replace our front doors with a new double door. We were told it would take 8-10 weeks to manufacture the custom doors and install the new doors. In early July, 2022 we made multiple attempts to contact HPA and left several messages. Finally, on 23-July-2022 we received a message from someone claiming to be from HPA telling us this job was now cancelled. There was no reason given. I am seeking to recover my full down payment and to ensure that this business is publicly shamed for their deceptive business practices.

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 5, 2022/07/25) */
  Dear Mr ****** there is no shame in transparency. I ask that you be fair and balanced on this BBB open forum also. It is a place to work things out and hope for a proper mediation between the two parties. It is not a place to attack but work to be open to discussion.
  we did in fact call you twice on Saturday. we also refunded your credit card on Saturday. An email was sent to you with the Credit back to your card. You should have received it. If your email does not show it let us know and we will resend the credit refund slip back to you again. I did leave a message as a contractor we have a right to cancel a project if its a logistical engineering issue, if its not contracted out correctly, if there is an issue with the product not being available for whatever reason. again we called you twice, you did call back and we called back and it went to voicemail. It shows we certainly tried calling you, it shows we refunded you right away, and for a Saturday when most business entities are closed we used that day to take care of you pronto. I also left you a message that we appreciate you and we are happy to follow-up on another call. Everything we did certainly does not deserve a BBB complaint but since you have decided to go that route if you feel you had that need then indeed lets use it in a proper way in a civil manner. thank you