Business Profile

Windows

Home Performance Alliance, Inc.

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Complaints

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

Customer Complaints Summary

230 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/02/2024
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.
On 2-10-2024 Home Performance Alliance (HPA) offered to replace my roof. I paid $5300.00. I was told to order a Wind Mitigation Inspection and paid $150.00 for that, of which HPA stated I would be reimbursed for the entire $150.00 (I was not reimbursed.) HPA had me financed with ***********, *********************************************. Upgrade financed $19,700 over next 15 years at 8.99% APR. Upgrade sent me a statement with payment due date 8-12-2024 that current balance was $19,559.07. I paid that full amount of balance by **** Priority mail and it was delivered 8-8-24 at 10:45 am. Upgrade sent another statement, due date 10-12-24 that I owed them $127.28 with current balance listed as $125.25. I paid the full balance $19,559.07 before the due date 8-12-24. I conclude I do not owe them anything further. HPA still owes me $150.00 reimbursement. I contacted Upgrade 2 times after 8-12 that I paid their current balance in full. I contacted HPA at least 3 times about the reimbursement of the Wind Mitigation Inspection to no avail. My complaint is about both companies: HPA and ************
Business Response
Date: 10/03/2024
Dear *** **********:

I am responding to the HPA portion of the complaint. You are correct on page 6 of 17 on your contract it states you would receive a customer satisfaction check for the cost of wind mitigation after the installation and funding of the roof.
Since your stating it was not received we will forward this complaint to accounting and have a check cut for you for the 150.00.
The upgrade complaint should be submitted as a separate complaint to the BBB they are a 3rd party lender if you have an issue with them.
Please call them directly on the phone number you are provided for customer service by Upgrade. I am sure they will happy to assist you with your issue. If you are having trouble we are happy to reach out to them on your behalf.
I will forward your name to our Upgrade representative and ask him to ensure someone reaches out to you.
Thank you
***** V
Customer Answer
Date: 10/03/2024

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:09/17/2024
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 does not honor their contractual obligations. We had a roof replaced in 08/2024 and did not replace flashing that was stated in the contract and also did not replace a flat roof correctly in which failed inspection. The company refuses to return phone calls to rectify the situation. I paid $25,000 in order to have work completed.
Business Response
Date: 09/23/2024
Dear Mr. Athanason:
I was updated by Justin Engh our Field Roof Manager that we went to your property last week, Tuesday 17th of September.
Justin updated me that corrections were made and you passed inspection on 9/18/24.
We appreciate your reaching out.
Regards,
Peter Vetere
Justin Engh
Initial Complaint
Date:09/06/2024
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.
On 12/5/23 they came to install. The only thing that arrived was the window. They did not have the Door. I call them regarding the door. Finally, the door arrives Jan 23/24. The inspector came for the inspection but failed. I call HPA and spoke with *********, she said, " They will send someone to fixed it." Waiting for a month. The person came and without supplies to fix the door or window. I call left voice mail. She texts back stating we will send someone. Waited another month. The person arrives and they told him the material were at the site. nothing was done. I send a video of the door on 2/25/24 that the door is coming apart. They text back stating someone was coming on 4/29/24, I took the day off, because on that they supposedly someone was coming around 9-3pm. ********* Text back stating yes. I waited and no show. I call ask to speak with the manager and I started to yell and scream. I was very upset Finally on 5/1/24, they send a tech to fix. They send a contractor to come and do the finished, but one panel of the door was missing. ***** text stating they will send someone to come with the last panel. On 6/25/24 another contractor is coming to install the last panel. This guy come w/o the panel, start ripping all the sticker from the window that supposed to stay on the window and door until the final inspection. Otherwise, I will be fine for it, which they going to paid. ***** state they were going to send the label through email. I never received it. I ask when the guy come to put the final door panel and fix the screen window also re-apply the sticker. The window screens was rip and door crack in half. I send pic and Video to ********* and *****. they state contractor will come on 8/30/24. ***** text confirming the date and time. No show. At 4:30pm ***** call to see if someone show up and I said nope. This is not acceptable. I would like my payment plan to be cancel because I'm not going to be paying for something that is not finish.
Business Response
Date: 09/10/2024
Dear **************:
Thank you for reaching out and speaking to us yesterday and today in regards to your door and screens.
You sent some pictures of the door and we requested some wider shots of the entire door to show the crack which you stated was on the top right side.
We believe that to be the brick-molding, which we will confirm once we receive the additional pictures.
We have ****, ****** and team working to resolve your service issues. feel free to reach out to me directly as you have my direct cell phone #.
Thank you

Customer Answer
Date: 09/16/2024

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:08/02/2024
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 am logging this on behalf of my mother, who is currently in a rehab center post op awaiting discharge. As part of the My Safe FL Home ****** HPA was contracted to do the work. The contract signed 6/13/2023 for the total cost of $17346.96 ($15,000 for window and doors and $2346 for ** unit with new Honeywell thermostat and new condenser and duck cleaning). The window and doors have been installed and completed. The ** still has not been installed. This was already escalated once, and the person (****) that was the contact is no longer with the company. Now the new contact (******) keeps saying, and as recently as today 8/2/24 they are waiting to hear from the ** company. This has been over a year, and it's still not done. The ** was being replaced because it no longer works. Florida heat feels like 100 degrees, and the homeowner is 67 with medical conditions. This needs to be completed ASAP.
Business Response
Date: 08/05/2024
Dear Family of *********************:
i have spoken to our Operations Manager who oversees Projects, ******************* he has told me the ** system was approved to install and we have contacted the ** Company to ensure its getting on schedule.
I am checking in also with the owner of the ** Company to see his schedule.
I will call your mothers number today and leave my number to call me directly when needed.
Thank you
************

Customer Answer
Date: 08/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.
The AC was installed yesterday. Now please complete the ***** process. Thank you!
Initial Complaint
Date:07/30/2024
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.
On January 22, 2024, we signed an agreement to finish one bathroom (the shower was completed previously by a different company) and a complete remodel on a second bathroom. They installed the shower and we had to provide the materials. The first bathroom was finished perfectly. We had to wait on a vanity to be custom made and shipped and we got it the end of April. They had two contractors come out and install the vanity. A different contractor came out and took off the towel rack and toilet paper holder and did rough drywall . The project manager came out and the tile floors were taken up and the put down some subfloor(concrete material) to make it easier to install the new toilet. The mirror with lights built in had to be taken down so electrical could be run for the lights. When the vinyl flooring was installed the floor slanted to one corner of the room and there is a big gap between the floor and the molding. They came back and put up the mirror(it was too low to reach the wiring their electrician installed). They still have the bathroom fans , putting silicone along the shower outside, fixing the mirror to the correct height to reach the electrical, replacing the outlets, they have taken so long and at this point no one returns phone calls or texts. They are so close, its been three months since the vanity came in. I just want it finished, they were paid in full in January for all the work. Id like the floor to be level, but that seems like doing the work correctly is too unchecked to ask.
Business Response
Date: 07/30/2024
Dear *******************:
We reached out to you this morning ********************* our bath Project manager is coordinating a electrician to finish your job.
I left you eds cell phone number on the voice call this morning, please call him directly so we can coordinate this to be finished.
Thank you
***********************
Customer Answer
Date: 08/08/2024

Complaint: 22062783

I am rejecting this response because:
the wiring is still exposed above the vanity. It should have been removed and positioned to where it originally was before it was taken off to run the wiring. It needs to be moved up and that project will be finished. The fan replacement was not completed either. The electrician was supposed to get with the company and call us back, but has not. The electrician is only available on weekends, which is ok just want this scheduled and done. Im willing to overlook the uneven floor.

Sincerely,

*******************
Business Response
Date: 08/08/2024
Dear ******************* & ********************:
Thank you for your time on the phone today on the conference call with ********************* the Bath Field Project Manager, *********************,Bath Coordinator and myself. ** agrees with you and said he has a solution he feels will work for you.
** will fix this as we discussed on the phone today to resolve it he will come next Monday at 9am, 8/12/24
Regards,
***********************
********************* HPA Bath Project Manager

Customer Answer
Date: 08/21/2024

Complaint: 22062783

I am rejecting this response because: The work is still not finished. ** came out and decided we need an electrician back. This was last week. We got one text asking about the lighted mirror on the vanity and today was advised he would be here Monday. Dont know if an electrician is coming then or not. We replied to ***** and ***** via email and did not get a response. None of their communication advised about replacing the fan units, which was advised by a their contractors on the other bathroom they did to get and they would install. We cant return them as it is past any timeframe to do so. We are so close to having a finished bathroom and not living out of crates in our bedroom for items that would go in the vanity. I was advised it is just ** coming on Monday and he couldnt do the work before, so I dont see the point.

Sincerely,

*******************
Business Response
Date: 08/22/2024
Dear ***** & *****:
We had our phone call today to review all your concerns with ********************* and myself on the call. I understand you have some issues with the bathroom you had us remodel.
As you know ** has had a problem getting the original electrician that did your wire fix at the vanity. he is away as you stated and ** has had a problem re-booking him.
I have already given ** approval to call another electrician that can meet ** at your home and get this completed to your satisfaction. You also had another problem where the molding meets the floor.
**s going to take it our and reinstall it correctly. Also he will look at the sink and see about a possible realignment.
we will get back to you on the schedule as we are working to have ** at your home on Monday with an electrician if there is a schedule issue we will inform you immediately . it will be done as promised.
Thank you
***********************
****************;
Customer Answer
Date: 08/30/2024

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. The work has been completed

Sincerely,

*******************
Initial Complaint
Date:07/29/2024
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.
On 7/6/24 field agent agreed to install a storm door. Deposit of $430 given. Written in contract. On 7/8/24 Manager called to ****** said contract stating the job was too small. As of today's date 7/27/24 HPA has not refunded my money. We have spoken with several customer service representatives and still no results. Home Performance Alliance did not honor their contract nor have they returned my deposit.
Business Response
Date: 07/30/2024
Dear: J*********************************
You are correct, after we spoke yesterday i did a internal audit. your refund was approved and for some reason it did not go to the proper person in accounting.
I apologize for the issue and we will get that out to you this week.
Regards,
***********************
Initial Complaint
Date:07/16/2024
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.
Had a promotion going on when we had our roof shingled. They gave us a free exterior door. We had the measurements done in November 2023. In February we were told they couldnt fill the sidelite window next to door so we would have to go with sidelite again. We agreed on this and gave them $1,000 to help with expense. To this day, we still do not have door installed. Every time we call for an update, we are told they will call us back to figure out what the hold up is. No one calls back and I still have no clue what is happening to getting the door installed.
Business Response
Date: 07/17/2024
Dear *****************************:
Thank you, we apologize for the delay in the product arrival. ******************* our Operations VP just called your husband *******, and your scheduled this Friday morning for install.
Please let the BBB know w=once its installed and that we have called you to schedule today.
Thank you
***********************
Customer Answer
Date: 07/19/2024

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. My husband got a call on Wednesday to set up date to have door installed on Friday, July 19. Door installed and happy with the work. Just inspection left. Thank you for the prompt response.

Sincerely,

*****************************
Initial Complaint
Date:07/12/2024
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.
I hired HPA to install a new roof on my house. That was the easy part. 6 weeks later into a 3 day job, my roof was finally finished. I had to call customer service more than a dozen times with no one answering and no return calls despite leaving a message each time. The only resolution came after the ** of operations contacted me. The roofers came to finish my roof on thanksgiving day 2023. Finally, it was done. Or so I thought. I am currently trying to refinance. I cant close because HPA never closed the permit through ******************. The title company I am working with has tried to contact HPA and have gotten nothing in return. HPA not only under delivered on their job, they are now messing with my current plans. I let things go after the roof was completed, but now they are affecting my life plans, and that will not stand.
Business Response
Date: 07/15/2024
Dear *******************:

********* in our ********************* called ***********. she found out you already called it in to be a final inspection today.
We see after further internal review you needed the *** done. a former employee did not update.
********* spoke to the County and we are allowed to do a *** for you to release the permit after today when it closes out.
Its been completed and will be completed for you. we tried to reach out and left you a message please call me directly so we may take care of you asap.
Thank you

***********************
**********************
Initial Complaint
Date:07/12/2024
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.
July 27, 2023 signed with HPA for myfloridasafe progrm to install 7 hurricane strength windows. April 2024 job completed, final inspection 4/16/24. Reports sent to myfloridasafe program for 10k ***** to be paid out. HPA received the check which they are supposed to send to me so i can pay the loan $7,400 they forced me to take July 27,2023. The loan is now due, i was told by ***** after several emails that the accountant forgot to send it and would be mailing it out. This is now over 2 months and no one will respond to my emails or calls. The 0% interest with the loan co Momnt $7,400 expires this month, they also insisted on a second loan $7,400 with Goodleap loan March 13, 2024 to complete the job. Ive paid $200 deposit August 2023. I need the $10k to pay the loan plus what I will still owe. The urgency is the first $7,400 loan coming due this month. I cant get anyone at HPA to respond. They have the money and are ghosting me. Emsils snd messages left for *****************************, her supervisor *************************, ******* the ** of operations and customer service. Please help me!
Business Response
Date: 07/12/2024
Dear *****:
Thank you for your input and we are committed to ensure we take care of you. I did an internal review and I was told that you spoke to ************************* already and that the check was mailed out FedEx.
****** our MSFH Coordinator also updated me that she sent a tracking number to you on the delivery of the check.
Please call me direct wit any questions I left my direct number on your voice mail.
Regards,
**********************;
Customer Answer
Date: 08/14/2024

Better Business Bureau:
I am updating the BBB on this complaint to show that HPA has resolved the problem. After your notification to them, the payment was sent to me and everything is finalized.

Thank you ***********************
Initial Complaint
Date:06/28/2024
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.
We want the job completed, HPA will not return calls or E-mails we have tried to contact them many times with no response. When we get a call which is far and few between they promise a call the next day to schedule to finish the job doesn't happen!! We had to pursue a start date which was many calls and e-mails, inspection date, failed inspection date, repair date, reinspection, this has been going on since March 2024 we purchased the windows for the **** in Jan 2024 There is no customer communication. We are now making payments on a $27.900 job that's not completed. This is why we have contacted the BBB in hope maybe you can help get this resolved. We Just Want The Job Completed !! Good Luck in trying to get a response from them.
Business Response
Date: 06/28/2024
Dear ***********:
As discussed with **** today we have a stucco appointment set up for you either Mon or Tuesday next week.
**** is calling Monday morning to confirm.
thank you

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

Customer Answer
Date: 07/01/2024

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. The stucco repair was done today job is now complete. FYI We never got a call telling us they were coming today 7/1/2024 which **** said someone would notify us when it was scheduled. We are just glad the it's done!! Sad we had to file a complaint to the BBB to get the job completed.

Sincerely,

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

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