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:01/14/2025

  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 4 issues from a window installation from 3 months ago. I have made repeated attempts to contact HPA about resolving these issues. I never get any form of response. I have tried their customer support and the salesman. NO RESPONSE!! I have spent $50,000 on windows from HPA. I have gone past frustration level and now I am angry. I want these issues resolved soon or I am taking it to my legal counsel.

  Business Response

  Date: 01/14/2025

  Dear **** ******: 

  I received a compliment from ****** our Service Manager that you were a gentleman and he appreciated your understanding.

  Plan of Action on your behalf: 

  **** scheduled his Stucco repairs for Thursday, 01/16/25. 
  ****** scheduled his Window & *********** for Tuesday, 02/04/25.

  Thank you Sir 

• Initial Complaint

  Date:01/10/2025

  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 paid for replacement of our home windows for storm windows since for over a year ago and the job has not been completed yet. We been through storms where water has leaked int6o the house and nothing has been done about it. It is very hard to communicate with the company, no one to speak to and very hard to get response back from anyone.

  Business Response

  Date: 01/10/2025

  **** ******
  ****************
  **********, FL 33991

  Dear Ms. ******************* if you have a hurricane related storm that would be a different matter. Your home is not water proof. You should contact your insurance company as windows of ****** mph such as ****** find a way in as I acan say persoanlly my home was exposed to ****** with great force and as the adjuster stated it finds a way in.

  Did you have these leaks before the ***************************** teams were not able to find that we attributed to the leaks your stating from our install. we were in your  home on 8/10/24.for service.

  ********* in operations is extending your permit out in order to reschedule your final inspection.

  Also it was noted by ******* you had a roof installed by another company whereupon you had some issues also.

  we will schedule time after the inspection to inspect your home again.

• Initial Complaint

  Date:01/08/2025

  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.

  In July 2024 two sliders were incorrectly installed the first time, causing water damage to the living room and bedroom flooring plus additional expense to hire ServPro to dry and treat flooring against mold.Additionally I had to replace my flooring due to water damage caused by improper installation by Home Performance Alliance . I spent an additional $8,400 to fix their inadequate installation.I left numerous messages and e mails with **** *., Director of Operations, to which he never responded. I am looking for HPA to reimburse me for the additional money I spent to make my condo livable again. I welcome a phone call from HPA , if not, my attorney will be the next step.***** **********

  Business Response

  Date: 01/10/2025

  Dear Ms. ******************* spoke to our Director of ******************* and we reviewed your original call date in August of 2024. I understand you were out of the country Had had someone staying at your home.

  I asked if the two sliders in questions had leaked before the Hurricane? you stated the first inspection did not pass some additional work needed to be done.

  The reality is just  because it fails the inspection doesn't necessarily mean its the root cause of the problem you had with leaks.  We know quite a few people had leaks and damage with the Hurricane and also did your tenant do everything correct to ensure the windows were closed correctly. Perhaps he did  but you see everything must be looked into and researched, you cant just put the blame for an issue on a particular job until we have all the facts which we promise you we will. We will work together to work towards a resolution and cause. But we ask to hold your blame until all the facts are in.

  Thank you in advance we will be in touch next week. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22783160
  
  I am rejecting this response because:

  I have owned my condo since April 2022, and did not have any issue with water leaking into my home from any storms since that time and prior to this install.

  I owned my condo during some of the storms the first and second year of my ownership and can testify that I had no issues with water penetrating into my condo ( as I had friends who checked on my condo during storms when I was not present). We also know how to properly close a slider door. 

  July 23, 2024 was the initial installation of two patio sliders and 3 windows by Home Performance Alliance ( HPA).

  August 4, 2024 rain water seeped into my condo because of improper caulking ( there was no caulking on the threshold and jambs). **** ***** who was present and resides at my condo, contacted HPA regarding the water issue and forwarded videos and fotos to HPA.

  August 6, 2024 I called HPA spoke to **** who said he would forward this issue to **** ***** and address the issue asap. I was out of the country at that time with sporadic access to phone and e mail and authorized **** ***** , who resides in my condo, to spearhead this situation and speak on my behalf. 

  August 7, 2024 **** ( after consulting with me) , hired ServPro who pulled flooring and did remediation in my condo to address the water issue for my cost of $4,721.37.

  my flooring remained pulled out until we knew that this issue was resolved.

  August 18, 2024 City of ************* Inspector red tagged the job due to wrong threshold installation, ( it was too short ). 

  August 22, 2024 HPA sent out ***** to install a higher riser and after he left, **** noticed that part of it was not attached at all and was flopping or moving around.

  August 27, 2024 I called HPA and was unable to speak with **** ***** at two separate times. 

  August 28,  2024 water seeped in again . I sent an email  to **** ***** regarding the issue to which he never responded . I wanted to speak with him to resolve this issue asap.

  August 29, 2024 video was sent to HPA by **** *****.

  September 2, 2024, Labor Day, HPA came to take out the two sliders including frames, caulked them properly ( as it should have been done originally)  and reinstalled them. There was no caulking when the sliders were pulled out . After installation, water was sprayed forcefully against the window sliders and NO water came into the condo once the installation was done correctly.

  I and **** have all fotos and videos of this timeline and what happened when. What I wrote is a shortened recap of the facts.

  I had to install new flooring in my living area due to the water damage at my cost for the flooring is $ 3,639.18.

  I would like to be reimbursed for the two expenses I incurred ( $4,721.37 plus $3,639.18 = $8,360.55)  caused by the improper installation of the two patio sliders. 
  fotos, videos and receipts will be forwarded when requested.

   

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

  Business Response

  Date: 01/17/2025

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

  I addressed your BBB complaint directly with Mr. ****** He has already been working to research all your statements. We are reviewing all the parties who took part i the project and working to have all the facts so we can mediate an amicable resolution for you.

  **** needs to speak to the installers and service in order to be able to resolve.

  To be able to be able to answer to your statements takes time its not a quick answer to follow-up your rejection on the BBB. That back and forth will not solve a factual inquiry.

  We have contacted our BBB *** that we request time to investigate your claim properly. There is no need to reject until we have a chance to properly respond to work towards a solution. as we are committed to resolve.

   

   

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22783160
  
  I am rejecting this response because:
  
  I have two options according  to BBB:

  1) to accept your response which means that BBB will close out my complaint OR

  2) to reject your response which means that the complaint remains open

  I choose #2 until this complaint is resolved.

  Two more issues I just discovered :

  1) The living room glass slider door does not lock. The locking mechanism is stiff and cant be locked.

  2) The  screens for the two patio sliders do not lock at all. The locking  mechanism is non existent .

  I would like this fixed asap.

  I also want to come to an amicable agreement with your company if possible. I understand it takes time and I have given your company ample time and have been more than understanding and will allow you additional time to handle this situation. As I stated before , I had NO water seeping into my condo PRIOR to your installation , with any prior rain events. If the installation was done correctly we would not be in this predicament.

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

  Business Response

  Date: 01/22/2025

  Dear Ms. ***** **********,

  We wanted to respond to your request to set up a service call to check the locks.

  I asked ****** to reach out to you.

  He called and left a voicemail, and then you did return his call.

  You spoke to **** and its confirmed we will go to your home on Monday, 1/27/25.

  Please allow us to arrive and review before you comment a follow-up so you can update what we stated and did that day.

  We are working on everything else as stated and will follow-up after Monday. 1/27/25.

  Thank you

   

   

   

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22783160
  
  I am rejecting this response because:
  

  They did not respond to my complaint asking for reimbursement of my expenses incurred due to the improper job they did when installing my sliders . They did sent someone to fix an issue with the locks on the sliders, and that is all they did so far. I am unhappy since they did not contact me in any way for reimbursement of the expenses I incurred due to their poor installation. As far as I am concerned this is still an ongoing issue and has not been resolved to my satisfaction. ***** **********

  Business Response

  Date: 02/13/2025

  Dear Ms. ******************* apologize for the delay I wanted to review everything with our Operations Director to get insight on the specific details of the matter.

  As you know we sent our service team out take care of your other service issues as we needed to address your assertions of the leak you described and the hurricane that damaged your home.

  As I stated there is no way for HPA to know if your renter (as you were in ****** at the time) had the sliders closed correctly or if anything else was parlayed into your leaks. **** ***** our Operations Director informed me when our crew was there working you had other contractors at the home working on  your outside area by the sliding glass doors. Could they have caused an issue?  we don't know. .

  Also you brought up the sill riser on the inspection. ****** **** our Service manager specifically stated  that the sill risers main function is to maintain wind control so the glass stays in place. it was not as you maintained for the water issue you brought up. 

  I can firsthand also interject during the last Hurricane in *************** my double doors which never leaked  water came in for me it was tile not wood. When the Insurance adjuster came to my home he stated that from an intense Hurricane type storm you will get leaks you never had. he stated to me "Your home is not a submarine" it leaks even concrete can have moisture enter from the smallest crack in the foundation or from the smallest seam between two windows.

  Ms. ********** we value you as a customer and will do whatever we can to assist you. but we can not take responsibility for a Hurricane force wind that damaged your floor in some way, There are two many gray areas and too may options that could have caused the issue.

  To the BBB we stand on this answer but we are always open to a mediated discussion between both parties if needed. Our response today is from extensive research and meeting with Operations to fully answer Ms. **************** .

  Thank you

   

   

   

  Customer Answer

  Date: 02/19/2025

  In response to my complaint #******** filed on 1/8/25: Home Performance Alliances last response is unsatisfactory as they blame others as opposed to taking responsibility for their below par job. As I stated previously I have an exact time line of what took place, including video and fotos. They installed my windows on 7-23-24, the two patio sliders facing the water leaked on 8-4-24. If in fact the storm was so bad, the bedroom window facing the water should have leaked as well it it didnt. On 8-28-24 there was a rainstorm, not a hurricane, at which time my two patio sliders leaked again. When Home Performance Alliance came on 9-2-24 they had to take the two patio sliders completely out and it was then that **** *****, my friend, who was present at that tu e, noticed that they had NOT BEEN CAULKED during the initial install, and there was NO SEALER present . **** brought it up to ***** the installer and he concurred. Water was sprayed heavily on the outside of both sliders and no water came in. In addition when the City of ************* inspector came he failed the job because the riser that was installed was for an indoor door and was not the correct height for an outdoor water facing patio slider . The video that I have shows water coming in from the properly CLOSED slider. The argument that perhaps the slider was closed incorrectly does not have a leg to stand on. The further comment from Home Alliance that work was being done on my patio floor doesnt make sense since that job was simply to reseal the surface of the patio, no more and no less. I request for full reimbursement of my expenses to put my condo back in order . I am not asking to be reimbursed for the $32,000 I paid for my windows. If nothing happens with this request I will have my attorney proceed. ***** ********** Cell ************ 

  Business Response

  Date: 02/28/2025

  Dear Ms. ********** we are presenting a text to the BBB to show the communication on the sealant was between you. as you can see from the attachment the *********** brought us the caulk to seal the windows and they were sealing the bottom of the door as they directed us. they were working at the same time . 

  I was unable to save it as a PDF and sent it to our BBB representative to post on  your complaint and review the text messages. 

  Thank you

  ***** V

  
  
  
  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22783160
  
  

  I do not accept the latest response from the business since they are transferring the blame to an uninvolved party, ( the patio workers hired by my HOA who do not do anything with window install).

  The issue remains that if Home Performance Alliance would have done a proper job at the very beginning I would not have had to deal with the multiple problems that arose after.

  The two sliders in question were installed incorrectly with no caulking. At that time the patio project for our building had not started. Furthermore its up to the window installers to apply the proper caulking , etc, NOT the patio crew that had nothing to do with installation.

  Look, we can go back and forth with this complaint forever. I request that Home Performance Alliance take responsibility for their actions and do the right thing for me, their customer. I paid them $32,000 for them to do a proper job from beginning to end, including installation. I never expected a company to give me this much run around for a problem they caused by improper installation. 

  With the original windows ( the old windows), I never had water pouring in from a storm, hurricane or heavy rain event. This whole mess happened because of the improper installation. If Home Performance Alliance has a problem they need to assert themselves with the installers they hired to do my installation. 

  I am prepared to have my attorney send them a letter of intent to proceed legally.

  I stand firm on this and I am done with this back and forth that does not amount to anything.

   

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

  Cell ************

  Business Response

  Date: 03/05/2025

  Dear Ms.**********,
  
  In fairness to seeking an understanding of the situation I am sending you text messages between you and our Operations Director, The Installer **** **** and you.
  For security purposes I did not post it on the BBB portal but I am sharing it with our BBB Representative so we can have further discussion to see our point of view and yours as well. (Check your email) 
  We do appreciate you as a customer, but we ask for you to understand when a Hurricane Hits its not a regular issue and our Warranty does not cover Hurricane damage on Terms and Conditions. We are open for discussion but at the same time we must present all the facts to consider. We stand by the text that the *********** were indeed there when we were which contradicts your recent statement on the BBB.
  
  Please review the text messages below which highlight the *********** as you recently responded to on your recent BBB rejection. (see your email for the text messages between you, our Installer and Operations) 
   Id like to clarify that the sliders were installed in full compliance with industry standards, except for the caulking. In our communications, you pointed out that there was a specific type of caulking that needed to be used, and we acknowledge the importance of this detail. Based on your request, we made every effort to obtain the required caulk from your patio installers.
  During the installation process, the groundskeeper provided us with the caulk that was intended for the windows and informed us that they would handle the caulking for the patio door as requested by the condo board. We understand this situation may have been confusing, and we sincerely wish we could have completed the work ourselves to ensure everything was done to your satisfaction.
  Ultimately,we were directed to let the groundskeeper take charge of this particular aspect of the project, following the *** guidelines. We truly appreciate your patience and understanding as we navigate this matter and are committed to finding a suitable resolution that addresses your concerns.
  Please understand again that Hurricane damage is not under the warranty of our terms and conditions.
  Thank you we look forward to reviewing this further with you.

  Customer Answer

  Date: 03/14/2025

  I am waiting to talk to **** ******, grounds keeper at my condo to address what the window company said in their last e mail .

  The issue once again is that improper  caulking was done by the window company at the initial install .

  The other caulking was done by the patio people to the floor of my patio and it has nothing to do with the window install !!

  I havent been label to speak with ****  yet and I will keep you posted when I do.

  My complaint is to remain open until final resolution .

  Thank you,

  ***** Bergonzoni 

   

• Initial Complaint

  Date:12/27/2024

  Type:Product 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.

  They failed to past 2 different inpections with the city. Windows are hard to close. They didn't do their part for me to obtain my ****** ***** that was approved. I've called them multiple times and left messages. They don't return my calls. And this will be the second time the ***** money runs out do to their negligence. My house has asbesto and they didn't cover my windows to protect me or my grandkids. And didn't clean up the mess. Inside and out. Left Gatorade and water bottles in my yard and debris. They need to refund me ******. Or make sure I receive my *****. They don't need to be apart of the states contractors to use. I do have pictures also.

  Business Response

  Date: 12/30/2024

  Dear Ms. ************** asked ****** **** our Service Manager and ***** A. who works directly at HPA with MSFH customers to respond for you and update the BBB:

  "****** and I spoke with her this morning. She mentioned that her window is extremely difficult to close. ****** attempted to schedule an appointment for as early as tomorrow but explained he will be out of the office for the week. She said she didn't have time to discuss it further, so we will reach out next week to try scheduling the appointment and resolve the window issue before submitting the final inspection with MSFH."

  ***** further stated to me that you just need to have your final inspection with MSFH but you need the window adjusted first.

  Thank you 

  ***** *.

   

• Initial Complaint

  Date:12/16/2024

  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.

  his past October Home Performance Alliance did a bathroom remodel at a cost of over $30.000. They put in a walk in shower that requires a glass shield to contain the water. The job was completed to my satisfaction except they never installed the glass shield. They were paid for the entire job. After weeks of calls I find they subcontracted the glass installation to Tampa Specialty Glass. I called Tampa Glass and was informed that HPA has not paid their bills and they were not doing any work for them until payment was made. I paid for the entire job and have called Home Performance almost weekly . They have not returned my calls and I can not find out the status of my job. I don't think it fair for me to be in the middle of a business dispute. I would gladly take the cost of the glass and find someone else to do the job but they will not communicate . Anything you can do to help would be greatly appreciated.

  Business Response

  Date: 12/16/2024

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

   

  Dear Mr. **************** apologize for any delay. We will get with our accounting department to see if there is any error on the invoices mentioned and ensure your taken care of as soon as possible,

  I am glad everything else is good we will get it completed for you.

   

  Customer Answer

  Date: 12/21/2024

   
  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:12/10/2024

  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.

  HOME PERFORMANCE ALLIANCE sold & installed windows that the glass frame exploded when opening. These were not cheap, cost us living on SS $$$ Total paid to them for 5 windows was $7100.00 The spring that is supposed to hold window open when raised exploded sending plastic pieces big & small flying like a CLAYMORE mine, fortunately only got small scratch the first ************** when second window was opened, their *** is the opener of second window, so he saw what happened when window glass frame ************** their tech shows up with only one "fixed" window to install, I ask where is other window, he say they only sent one. (They are exact measurements for both windows, is the same,as per original window *************** order sheet, tech says the ***lacement will not fit both windows????) Needless to say the '***lacement' he brings doesn't fit/work. He tells me the factory made the ***lacement incorrectly.These windows were order on 1/12/2023. They want payment in full on installation of *************** NOT AFTER FINAL INSPECTION. Sorry but if a company will not wait for customer inspection sounds kind of like they're not sure of the product.

  Business Response

  Date: 12/13/2024

  ***** *****
  11 **** **
  **********, FL 32164

   

  Dear *****:

  I was updated by ****** **** Service manager that ********* ******* in Operations has paid the factory (Seeway)  for the parts for you.

  He is waiting on their delivery where upon they will contact you to come to your home to service them with the new parts.

  That is the very latest information we have we are unable to state anything further until the product arrives.

  ****** ****

  ***** ******

   

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22652185
  
  I am rejecting this response because:

  They are not saying if they ordered 1 or 2 windows. When the repairman came last time he said that they only sent him one window, and that he knew nothing about a second window., yet he was the one that opened second window when it broke. I need 2 new windows to correct my problem . Contrary to the service mans last visit both windows shown on my contract ( S29065)  have same dimensions.  
  
  ***** *****

  Business Response

  Date: 12/17/2024

  Dear Mr ******************* note to your rejection so we may clarify, We replaced a sash last time we were there. ******* was the service tech we are now going back to do another when the parts the sash comes in.

  We have taken proper care of you on these matters. and will continue to complete what's needed

   

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22652185
  
  I am rejecting this response because:
    Your repair man ******* did NOT replace the window sash.
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/02/2024

  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.

  My complaint against Home Performance Alliance (HPA) is with their deceptive business practices.We were solicited by HPA to install hurricane resistant windows as part of the My Safe Florida Home Program. The program reimburses qualifying homeowners up to $10,000 of the improvement costs incurred. Although my wife and I had a mutual agreement to contract HPA for the sale and installation prior to closing, at the date of the contract signing, I advised ********** ******** HPAs representative, that I would need to wake my wife to have her sign the joint agreement. According to *** ******** there was no need to bother my wife and that I could sign her name on her behalf. Clearly, I had no legal standing to forge my wifes name on the contract but that certainly was not an issue with *** *******.The crux of my complaint is not that HPA condones forgery, but that we were advised verbally and multiple times in writing that if we had not received the My Safe Florida Home Program funds by the end of July 2024, HPA would issue us a $5,000.00 customer satisfaction check. As July 2024 passed and we had not received any funds from the My Safe Florida Home Program, I reached out to HPA regarding their $5,000 guarantee. HPA responded to my correspondence but would not deny or address the $5,000 guarantee. Clearly, HPA had no intention of honoring their ************* final correspondence was to ***** ****** on October 1, 2024. In that email to *** ******* I referenced and included copies of two emails in which HPA managers acknowledged and agreed in October 2023 and again in February 2024 that we would be issued $5,000 if we had not received the My Safe Florida Home Program funds by the end of July 2024. *** ****** did not reply to my email.If HPA had no intention of honoring their guarantee, why issue one in the first place?

  Business Response

  Date: 12/02/2024

  To: ******* *****

  Dear Mr. ************** appreciate the opportunity for us both to speak tonight and go over everything in proper detail.

  As stated I am sending you a more step by step to your personal email, but for the record:

  I am always here for you and ***** and I have updated you in October, and you were paused at the time.

  HPA has honored our customers as I discussed. You stated from the last interaction you were moving along.

  Going forward call me directly on any questions whatsoever to stay in the loop with he latest information.

  Thank you

  ***** V 

  Customer Answer

  Date: 12/03/2024

   
  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:11/20/2024

  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.

  2 windows were measured by Home Performance Alliance 04/05/2018 and were installed 07/16/2018. The windows came with Kevlar window *******, and s**** were prepared for the *******. The project was paid for in full, and 07/11/2019, the business claimed the project complete. I called and informed I did not actually receive yet the 2 Kevlar Window *******. I was told the company would look into it. I called every year asking for them to deliver the *******, but everybody simply said it would be looked into. I communicated today to inform the windows are still under warranty, and are in need of repair, and reminded them the ******* were never delivered. The person on the phone said to take a picture of the windows to see the issue with them, but ignored the fact that I still do not have the Kevlar *******. I am still waiting patiently, and would like the ******* that were already paid for to be delivered.

  Business Response

  Date: 11/22/2024

  Dear Ms. ****** ******

  We researched this complaint it took a bit since the projected dates back to 2019.

  The ******* are not in our warehouse but to ensure you receive what's needed we have asked our ordering department to input the order today.

  The order is active and we expect them with an eta of 4 weeks.

  Thank you

  ***** V 

  ****** *. 

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22582801
  
  I am rejecting this response because: The business has suggested the Kevlar will finally be received after more than 4 years of inquiries. Since they have not yet provided a correction to the windows that were also addressed in my call to the company, I cannot confirm they have made right the situation since nothing is yet done. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/13/2024

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

  Please note that your complaint was red flagged and expediated to our Service Manager, ****** **** today.

  Mr. **** met with **** ***** our Production Order Manager he then ordered your 2018 Hurricane *******.

  He estimates the ******* to arrive 4-8 weeks due to the Holidays and the factory shuts down for Christmas on the 20th and on new years.

  This is the most up to date information we have to report to you as of this date. 

  Thank you

   

  ***** V

  CC: Lennox King 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22582801
  
  We are rejecting this response because: The business has confirmed the possibility of providing the Kevlar that should have been provided years ago. We are awaiting actual receipt. We still have not been provided a claim number or any information about the windows that were installed that have strange bubbles in it. The business customer service representative took down the information about the windows, received a picture of the issue, but still did not get back with us about it. However, we may still close this out if we actually do receive one part of what we already paid for, but do not understand if anyone is going to take a look at the windows themselves (which, again, a call was made to discuss).
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/18/2024

  Dear *** ******;

   

  Thank you for your time today on the phone. To answer your question when our service techs arrive on Friday to install ******* they will inspect your windows as you requested

  In the meantime please send us a picture to either *********** phone that put out the request earlier today or mine so we can submit it.

  Thank you

   

  ***** V

   

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22582801
  
  I am rejecting this response because: The windows that require attention were seen by a representative. The email attached to this complaint says ******* will be installed. They have not been installed as of today. We prepared for the installation ourselves in hopes they would, at least, drop off the *******. We are still awaiting the ******* and are now also awaiting an update regarding the windows themselves.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/27/2024

  Dear Ms. ******************** note I called you when we found out our service tech had a family emergency and we had to cancel everyone on that Friday.

  I just left you another message tonight and please feel free to call me with any questions. ****** has you rescheduled after the Christmas Holiday and both the ******* will be competed and the windows will be inspected.

  Please let the BBB know we called you that day of the tech being in a family emergency.

  Thank you

  ***** V

  ****** K

  Customer Answer

  Date: 12/31/2024

   
  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. Home Performance Alliance, Inc did not contact me to inform me no one was coming. I called them to inquire about the time, and was informed the tech was not available due to a family emergency. The company is not the most responsive when you already spent money; However, no matter who answers the phone, everyone is extremely professional. The company could do more to support windows after installed instead of only being responsive before they are paid. I did have someone come and look at the windows themselves and there should be a warranty claim by now (I have heard nothing as they do not call you, you have to call them). 

  With that written, the company is taking care of the Kevlar *******. I am hoping I will not have to return to BBB for HPA to actually take care of the windows themselves since the adjuster has come already to look at the issue, take pictures, and file that claim. However, I thank BBB for mediating.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/30/2024

  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.

  This company started our window installation on October 16, 2023. That day they brought and installed 3 wrong windows and 1 damaged window. They replaced 2 of the wrong windows. They attempted to replace the third window numerous times and still can't get it right. That window leaks every time it rains. They keep bringing the wrong sash for this window and the wrong sash for the window that is damaged. There are other minor things that they also need to fix, but are failing to fix. It has now been a year since they started the job. They came in last week, and once again brought the wrong windows. So we still need the damaged window replaced and the window that leaks replaced. Communication is lousy and they just can't get the job done right. They still have not called in for inspection because of these issues. It's has been way too long and very frustrating dealing with this company. We want this job completed properly, inspected and finished.

  Business Response

  Date: 11/04/2024

  Note to BBB:

  We have been in communication with *********************** Attorney Attorney *******. We have copied our outside counsel ******** ******* to ensure compliance.

  Here is the latest email communication excerpt of our answer to his Lawyer and Mr. ***** form our Operations Director on a plan of action.

  What happened here was that the factory sent defective pieces, meaning the sizing was off and had to be remade. We understand their concern, but along with the Hurricanes which caused  delays we are doing everything necessary to complete this project.

  I received a response from our Operations ***************** for us to discuss:
  
  I would suggest a proper call to discuss opportunities your client has but has refused as noted, so we may get closer to a resolution.
  
  Regards,
  
  ***** ******
  
  From **** *****:
  
  We are ordering a whole new window for the one that is leaking. And we have ordered the correct sash on more than one occasion for the bedroom window; however, wincore continues to send the incorrect sash. We do have the ability to swap the orientation of the sash in the field, but the customer has refused to allow us to do so.
  
  in reference to the living window that has the weatherstripping different colors. Just like the bedroom sash the weather stripping can be changed to white or black depending on what he needs to match the other window.
  
  The windows are completely able to be stripped down to the frame and rebuilt in the field. Customer will not allow us to do so.
  
  But we have reordered the product including: 2 sashes and s new window. Allow 3 weeks.
  
  Thank you,
  
  ******

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22489566
  
  I am rejecting this response because:

  This has been an ongoing issue.  They have brought the wrong windows 4 or 5 times already.  I don't believe the factory keeps sending the wrong windows over and over again, unless HPA is not communicating with them properly and giving them the right information.  And if it was the factory,  HPA should have corrected them after the first attempt.  

  Their Hurricane excuse does not make sense.  The job was started in October 2023 and should have been completed in October 2023.  They had plenty of time to correct the issue and complete the job before the hurricane.  

  Mr. ****** keeps requesting a call, a call is not going to magically fix our issues.  We want to continue to communicate through email, with our attorney involved so that everything is in writing.  We have no trust with this company or it's staff after all we have gone through.

  As far as Mr. ****** we have been told numerous times that the windows were ordered, but when they come out to install them, they are the wrong windows.  So, with him saying they are ordered, we will not believe it until they are arrive with the proper windows and the arch window does not leak.

  The installer stated that the weatherstripping can not be done because it's heat welded on the sash, he could not do that.  Even if he did, changing the color of the weatherstripping is not going to stop that window from leaking when it rains.

  We also notified them of the laundry room window that fogs up between the two layers of glass, and they have never addressed this issue, even though it was mentioned to them 4 months ago and pictures were sent.

  So, in conclusion we want to keep this case open and have BBB continue to follow HPA until the proper windows are installed for the master bedroom, the arch window is the proper window and does not leak when it rains, fix the screen that has a hole in it, and have the laundry room window also replaced. Then inspection has to be called in and once passed, HPA finishes trimming the windows and covering the s**** holes.  ONLY at that time we will consider closing this case.  

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

  Business Response

  Date: 11/07/2024

  Dear Mr. *************** are dealing directly with your Attorney and copying ours as you know. with this process we are supposed to deal directly with him and he is to communicate back to you in the process.

  we prefer to deal directly with him in the mediation process and have our attorney and our ********************* keep everyone updated on the process.

  The BBB requires us to answer within a limited amount of time. With the product re-ordered because in factual truth the factory did indeed send an improper fit for your home.

  all I am able to do is copy and paste our communication to your attorney on the developments of the service issues here. because of the requirements stated i would have to keep updating the same information week after week until the parts come in.

  I will ask the BBB how we should handle this since we can only update the latest information and it will be the same for several weeks until the product comes in.

  Thanks You

  ***** ******

  **** Robey 

   

   

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22489566
  
  I am rejecting this response because:

  We do agree that all communication should be through the email link to include our lawyer, BUT we ask BBB to keep this case open and revisit in three weeks as they stated the windows will be delivered then.  

  HPA has ordered the windows SEVERAL times before and continue to bring us the WRONG WINDOWS, so we ask to keep the case open until the problem is completely resolved and inspection is completed.  As far as we know, there is no permit on the job at this time, it has expired over 6 months ago.

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

• Initial Complaint

  Date:10/04/2024

  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 had this company come and give an estimate for replacing my roof. I agreed to the price. Everything to fix the issues and replace my roof was to be included. I secured financing. I signed agreement with the company. That was August 13, 2024. Then I was contacted several times that they would need more materials. Then I was contacted they needed another $5,000.00 I said no but would agree to $2,000.00 with a detailed change order with everything needed worded specifically. I didn't trust them at this point. I was sent the change order but only a line for my signature. I asked for their representative to sign as well so I knew they would honor it. Their representative was to be here on September *******. I DocuSign the new financing paperwork with the extra $2,000.00 in the morning expecting the representative to be here in the afternoon. He never showed up, no text, no phone call saying he wasn't coming, nothing. I called company 3 days later to cancel their service to replace my roof. I got complete run around. I have several text messages from their representative saying he would send me on company letter head my contract was cancelled. I have received nothing. This has been going on since August 13, 2024.

  Business Response

  Date: 10/04/2024

  Dear Mrs. ************** sincerely appreciate your time on the phone today to discuss this matter on the now cancelled roof project. 

  Its unfortunate that there was a communication and follow-up issue with the Sales *** and for that we apologize.

  From instances like this we learn of our opportunities to fix issues going forward.

  Again, its unfortunate we were not able to fix this going forward as I must honor your request and understand why. 

   

  I sincerely value your  time on the phone today so that i could hear and understand the situation in its entirety.

  your contract is closed out per your request please reach out to me in the future if i may be of further assistance.

  Regards,

  ***** Vetere 

   

  Customer Answer

  Date: 10/05/2024

   
  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,
  
  ***** ******