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:06/12/2024

  Type:Customer Service 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.

  Had new doors ordered July 2023 and installed early 2024. The interior frame was never completed on our side door and the back sliding glass door has a gap and doesnt close or open easily. We were supposed to receive a ***** to do the work but no one will get back to us. Weve reached out numerous times and have no answers. We do, however, continue to receive ads from them.

  Business Response

  Date: 06/14/2024

  Dear ********************
  
  First on your MSFH I have forwarded your request for communication to ****** who is our in House MSFH Coordinator.
  She will call you on Monday or Tuesday of next week.
  
  On your door frame I have forwarded your issue to Operations to have either ********* or ****** to call you on Monday.
  You will get a call first from **** on getting the proper times to reach out to you. He is our CSL ***************** Liaison)
  **** just updated me that he spoke to your wife tonight. (Friday 6/14/24)
  
  Thank you
  
  *****************;

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 21837801
  
  Got all new doors installed but none of them seem to work. No one answers even though they are supposed to have lifetime warranty. Sliding glass door has broken handle and installed so crooked it doesnt work. Front door stucco is busted from the install. Have reached out multiple times and havent heard anything back.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/07/2025

  Dear Mr. ********************** **** our Service Manager has reached out to you several times. You have not answered the phone. Is it coming up as spam?

  I cant imagine you wouldn't want to take the call. I called you myself today again and left a message at around 420pm today.

  On 1/9/25 ****** service report stated Home owner is not done with drywall schedule a follow-up to do interior casing.

  after consumer completes the drywall and will notify us. ****** **** updated me that never happened.

  can you schedule time to us.I left you a number to call today please do so.

  TY

  ***** ******

  ****** King 

   

   

• Initial Complaint

  Date:06/11/2024

  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.

  The windows are made chap for all the cost of the windows. Was told they have been guaranteed there is no guarantee. It takes months to get a tech to look at the problem then you are told you have to buy a replacement. It cost $100.00 to get him here he looked at it and said it needed to be replaced that as a year and a half ago. They do answer any emails. They got all the money they can get out of you then they don't care about the customer

  Business Response

  Date: 06/11/2024

  Dear ******:

  We certainly do care about your project from 2018.

  He6/11/24 Attempted to contact H/O to gather add'l details and req photos for review, N/A left VM. Primary number listed, dead air, secondary number rings to VM. CJockre are the notes from CSL ************** whom attempted to call you today: 

  Your product is Soft-Lite a factory we had issues with on getting parts but the good news is they were recently purchased and we have better communication and a plan of action to resolve.

  Please communicate back to Cody 

  thank you

   

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

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/10/24 I contracted w/ Dallin, salesman for HPA, for replacement windows. Initially had a lot of communication and a company representitive came to my home and measured the windows. May 10 I received a text from ************ that windows had arrived and could the company install Monday, May 13? Also on May 10 was emailed by *********************, customer service, HOA documents. I responded to text that I first needed clarification on HOA documents. A few days later I spoke to *************** and he stated the windows were not in yet and he would mark that I don't live where there is a traditional HOA. Since then I have had no communication. I have called ************ multiple times and operator always connected me to voice mail. Left messages for *********************, *********, supervisor, and VP ***********************. Also texted and emailed messages. Called ******, salesman, and he promised to check and call me back but never did. At this point I want a full refund so that I can contract with a more reliable company.

  Business Response

  Date: 06/07/2024

  **************************:

  First my apologies, as I know you have called the office and left messages. I have **** whom you spoke to researching the calls to find out what transpired.

  Also there was confusion in Operations on the initial intake or from the sales rep on the fact you do not in reality have an HOA which was holding it up for proper compliance.

  We appreciate the opportunities given to fix these issues and we have expediated the install for you to be completed on Wednesday 6/12/24. The Permit pack was overnighted to you.

  You will have it on Monday. Once again thank you for your kindness and understanding you have the direct number for me should you need anything else, along with ***************** in ************ who is coordinating your install for your location.

  Regards,

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

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21816211
  
  I am rejecting this response because I'd like to see the windows actually installed on Wednesday and follow up completed. I was impressed with the rapid response from Home Performance Alliance. I have high hopes that the remaining communications and interactions will be excellent.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/11/2024

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

  Thank you for the time on the phone today to follow-up on tomorrows install.

  Please call me directly on my cell phone after the install so i may have my team schedule your inspection.

  Thank you

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

  Customer Answer

  Date: 06/17/2024

   
  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. I received a very quick response and windows have been installed. One window was cracked in transit and is expected to be replaced around the 2nd week of July. Should all go as planned, all will be finalized at that time. Thank you so much for your assistance with quickly resolving this issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/03/2024

  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.

  in 2015 I purchased $35,000 worth the windows and doors from Home performance Alliance. 12 regular windows, 3 bathroom windows, 2 sliding glass doors and 1 front door. All hurricane impact windows. These windows have a lifetime warranty. One of my three bathroom windows the double painted argon gas window had some kind of leakage because theres something wrong with the window. I was told that I had to come up with my original contract information because they dont keep electronic records back that far. lucky for me I keep everything so I had all of my documentation. so few months go by and i called them again spoke to a woman in the office ********* who said I needed to email this information over to her and send pictures that was November 2022 at this point I was already very frustrated but understanding that ******** work takes time. some time passed and they sent a service person out to the house in the middle of the day during the week without an appointment, but they had the wrong piece of glass anyways. Over the course of the next few months I was told that the new piece of glasses being ordered, they would set up an appointment to come out here when they did say they were sending someone out, they were a no call no show. when I called the office again on that Monday they would just say it was the wrong piece of glass with no care that i stayed home all day waiting. Then I was told that soft light was not honoring the life time warranty and hpa was working with soft light. Ive been constantly trying to call their office. When I do get to speak to somebody, I get promised that theyre gonna look into this matter and that theyll give me a call back. I never get a call back. I was told a few months ago that they were getting warranty windows from soft light in batches of ******* and they would let me know when my window came in. just want my window replaced. I have given them every opportunity to rectify this issue. my phone is **********.

  Business Response

  Date: 06/10/2024

  Dear *****:

  We wanted to wait to respond until we had our ********* teams call with Soft-Lite today on you and other customers like yourself waiting for parts from Soft-Lite.

  I brought you up as a priority customer  since you have been waiting for results.. The good news is we are dealing directly with the executives in **** at Softlite and sending a excel spreadsheet to get the product for our customers who purchased Soft Lite  and Gorelle product back in 2015-2018.

  Things are finally moving ahead in the right direction. They were recently purchased by Cornerstone building brands and everything is moving in a positive flow. They are very customer service oriented.

  We can supply further proof of communication to you or the BBB upon request we ask for your patience as we brought you up several times on the call to remedy it asap.

  Regards,

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

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21795315
  
  I am rejecting this response because: 

  Home performance alliance is still giving the Generic were working on it response. I would like the BBB to follow this until they actually resolve the issue and replace the window. Ive been dealing with this for two years, hearing the same things. I just dont trust Home performance Alliance to resolve the issue without you involved. Ive been told so many times that the window was ordered and I still dont have a resolution. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/19/2024

  Dear ***** & *********************:

  As we stated in the last email, we have a new standard of communication set up with Soft-lite that we are dealing directly with Soft-Lite executives and have a system in place to work together.

  We have your product on order as we have set forth with the Bill quote to show evidence that its been in process.(SEE ATTACHED DEALER QUOTE) 

  Dear BBB if you require further evidence that we have done everything up to this point we can provide a direct email from the Soft-Lite team if necessary.

  By keeping this complaint open when we have done everything we can to this point we are concerned until the product arrives there will be redundancy in our responses.

  There is nothing to update on the response until the product arrives.

  Thank you

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

   

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21795315
  
  I am rejecting this response because:

  I originally filed a complaint at the beginning of June. I responded to the last email including pictures showing that it looks like that window that they supposedly ordered did not appear to be the correct window. Its supposed to be privacy glass as its in the bathroom facing the street and the measurements dont appear to be correct. Im not confident that Home performance alliance will resolve the issue unless the Better Business Bureau is involved I have been waiting for almost 2 Years for this to be resolved. Im not sure why my complaint was closed as I did respond to the last email that I received from BBB. The original complaint ID is ********. ******************** supposedly ordered the replacement on June 10. I still have not heard anything from them and its now July 1.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/05/2024

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

  Thank you for taking my call this morning. 

  As discussed the reason we attached the Dealer Quote on the last submission was to build trust and transparency with each other to show it was ordered.

  we have a new relationship with Soft-Lite and we are dealing directly with Management. They have new ownership and they want to be on the right direction with us to ensure the customer parts that have been backordered for months are completed.

  Its truly a new day working with them for the better, My phone line is always open to you for updates and as promised **** will call you Monday with an update if your product was in the first delivery drop we received.

  regards,

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

   

   

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 21795315
  
  I am rejecting this response because:

  
  This is my second complaint because the first one was closed when they stated that they ordered the window and like I suspected it was the wrong size now theyve come out and measured it, but have no ETA on when it will be received and again Im receiving conflicting answers when I call in. I do not think that I will get my issue resolved unless the Better Business Bureau is involved windows were originally installed 2015. I originally contacted them in 2022 and have been corresponding with them since multiple appointments to have windows installed. Something always happens or the order never comes in. I just want my one bathroom window fixed or replaced.

  Business Response

  Date: 12/11/2024

  ***** *****:

  I wrote to Soft-Lite directly tonight to the executive team in ***. I am asking for an ETA.

  ********* put your ************* to SoftLite. With the Hurricanes and the Holidays we had delays.

  I will respond with an ETA as soon as they respond back.

  Thank you

  ***** V 

   

  Business Response

  Date: 01/17/2025

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

  I sent the internal I360 CRM Screen shot of your order to the factory to Ms. ****** *. at the BBB to show proof of your order placed.

  The material are due in by 2/10/25. Once its here we will schedule a service install to get everything corrected.

  This is the most current information we have and again we sent the internal info to the BBB to review to see that it is accurate and in process.

  Thank you 

   

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 21795315
  
  I am rejecting this response because:

  I have no proof of the correct glass/window replacement being ordered. I was told in October that I should expect the replacement around thanksgiving. When I called in December was told that was missing information. I dont trust this company to resolve this issue without the BBB being involved. 
  
  Sincerely,

  
  
  ***** *****

  Business Response

  Date: 01/22/2025

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

  When you reject a response we must answer with the appropriate response.

  I sent proof of the order from our internal order on 360 our CRM directly by email to our BBB representative Ms. ************ Y. on 1/17/25.

  That is the most transparent we can be. It showed the order is set to ship on 2/10/25.

  I do not have anything else new to add from this until the product arrives.

   

• Initial Complaint

  Date:05/30/2024

  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.

  On May 13, 2024 we had Eternity Bath also know as Home Performance Alliance come to our home to redo our shower in our spare bathroom. Although several things happened that we are unhappy about, the most important part is the shower/bath still cannot be used. I have pictures of copper sticking out from our wall that is crimped due to it not having a faucet as well as the shower curtain rod. We were asked to sign that the job was done. My husband was not wanting to because clearly it was not done. The installer stated this was so he could get paid. So he signed it. The very next day we received a completion email from the finance company. Immediately I took a screen shot and passed along to the sale guy sharing our concern as well as pictures of the job. He immediately replied stating clearly it is not completed and the shower would not only get its faucet and shower rod but it will also get fixed as it is was not done to their expectations. Well here we are on May 30, 2024 with a shower/bath still not able to be used and no return phone calls from the company letting us know when this will get resolved. I am so happy we didnt have them do our master bathroom!!! We knew we should not have signed the completion. Amazing how quickly we were forgotten!

  Business Response

  Date: 05/30/2024

  Dear Mr. ***** *********************:

  ***** in our Bath Division  spoke with ******************** this morning regarding when she will have an update on the tub spout. 

  We are still waiting on the arrival on the parts, regarding the trim we have ordered new trim. Once she gets a ship date ***** will update you.

  ***** left a detailed message for you today 5/30/24.

  Regards,

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

   

   

• Initial Complaint

  Date:05/29/2024

  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.

  The install date was 5-6-2024.Total for install was $27000.00 The business was to provide 12 windows and 1 door. To include install, permits and a double lifetime warranty.The windows and door were install on the date above. There are a few things about the install that did not get completed or were installed improperly. 3 of my new windows have a top molding that is to be installed after the inspection to cover the screws on the top. These moldings are damaged beyond use. 1 of the 3 windows for these moldings is damaged and the molding may not even fit there anymore. The door was installed improperly and has to be slammed or forced to get it to latch. There is no dead bolt and the door opens out which means the latch is open to the outside and can be opened with a screwdriver with minimal effort. From a safety point of view this is very bad without a dead bolt. The installer told me their service guy would take care of these issues. I have reached out to the service **** several times and all I get is recordings or someone says they will reach out and have someone handle my issues. The inspections are not signed off on. The work is not complete. Yet the finance company has paid them against my wishes. All I want is that the company completes the job as promised.The business has not resolved these issues.Order number ******

  Business Response

  Date: 05/29/2024

  ****** (****) ******
  ***** ******* **
  **************************

   

  Dear Sir,

  You may have placed this complaint it seems before we spoke.

  Operations, has scheduled you for 6/3/2024 to do your service work as you requested.

   

  Thank you

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

  ********** VP Operations 

  Customer Answer

  Date: 06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I feel that if I close my complaint with the BBB that you will continue to ignore or not return my calls as before. This complaint was filed due to me reaching out to HPA several times over 3 weeks and hearing nothing back. I will Accept the response from HPA once this project is completed. We still have inspection that need done and the final visit from HPA where the door trim and window trim is installed. I have already reached out in regards to the inspection being done and its been 2 days and I have had no response from the rep that was texting me last week from HPA.
  Sincerely,
  
  ****** (****) ******

  Business Response

  Date: 06/07/2024

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

   

  As you know ***** and I spoke to you yesterday along with ********* to work on all your open issues. First we have you set for an inspections, along with a follow-up for plugs and trim next week.

  You have our phone numbers please call us directly with any questions.

  Regards,

  *****

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

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

   

  Customer Answer

  Date: 06/11/2024

  
  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.
  

  All issues have been resolved. Inspection has passed and the final service man was here to add all trim to the door and moldings to the windows. I would just like to say that most of my experience with this project has not been bad. The only real issue I've had is getting HPA to answer the phone or to get back to the one leaving messages. Today after the man left from doing the moldings and trim for the door we tried to reach out to ***** to let her know that we are complete and pleased with the final product we got a voice answering service and it was not even *****'s VM. Maybe work on bettering you communication with your customers to prevent future ******************** complaints. 

  
  Sincerely,
  
  ****** (****) ******

• Initial Complaint

  Date:05/22/2024

  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.

  I contracted this company to install windows in my home. The company installed improper windows on my home. The windows were supposed to be impact windows based on my location to the ocean. The company revised the permit to continue with the standard windows, but needed to install ******* on my windows. The company has NEVER shown back up with the *******. This whole process has been going on for over a year. The permit has EXPIRED and this company has FAILED to complete my window installation properly and safely. I would like the ******* put in immediately, as promised, and my permit CLOSED. My agent has reached out to the permitting department and only received a brief response. Messages have also been left with the company. My next step is reaching out to the *****

  Business Response

  Date: 05/23/2024

  ******

   

  We have your ******* and Operations Mr ********** is going to call you to schedule a day to install.

  Thank you for calling me directly. I prefer you to call my cell phone again for anything else or if you have more questions.

  thanks

   

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

   

• Initial Complaint

  Date:05/15/2024

  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 5/9/2023, more than a year ago, I entered into an agreement with Home Performance Alliance, Inc. My invoice states paid in full, but the job has not been completed (Bill of Rights item #4 You Have The Right To Be Satisfied We will never ask you to pay the rest of the purchase price until you are satisfied that the job has been completed and you are pleased with the results!). I have contacted HPA multiple times, and have used their ************************** Hotline (Bill of Rights item #8 You Have The Right To A ************************** Hotline). Although some of my calls go unanswered, when I do receive a response, it is along the lines of well look into it, not a straightforward answer. HPA installed the roof and when I was not satisfied with the workmanship, HPA fixed it to my satisfaction. However, they have not completed the remainder of the project, including soffits and fascia for which HPA has taken full payment for. I am requesting the job be finished, and for HPA to fulfill their obligations to their customers.

  Business Response

  Date: 05/15/2024

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

  We dont see Soffits listed on your contract. We see several boards that were replaced during install.

  Soffits and facia were not included. But to show good citizenship to you please let the BBB know we will do it as a courtesy that you will be satisfied.

  we will call you to schedule the service.

  Thanks

  **********

  CC: *****************;

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21711705
  
  I am rejecting this response because: I have not heard anything from the company in regards to scheduling the install. When I tried to call I get bounced around and sent to dead voicemails and never hear anything back. I appreciate the effort for the response and I would like my soffits and fascia replaced as the company promised me during the sales pitch and on every other phone call with them where I asked about the progress of the project. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/24/2024

  *****************************
  ***************
  *************************
  
  Dear **************
  As we stated our Operations VP has agreed to show good citizenship even though its not on your contract to do the soffit and facia for your project.
  The order has been put in **** is your *********************** Liaison.
  Please let the BBB know we reached out to you.
  
  
  Regards,
  
  ***********************
  CC: ************ VP Operations 

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21711705
  
  I am rejecting this response because: Although you have contacted me and said the third party would be in touch with me to schedule the work, I have not heard anything from them yet. Until the work is started and completed, I will keep this communication open. Thank you for emailing and calling with the additional information, I do appreciate the efforts. 
  
  Kind Regards,
  
  *****************************

  Business Response

  Date: 06/27/2024

  Yes we reached out to *************** and took care of her and completed the soffit and fascia as you can see below from her 4 star ****** review.

   

  I appreciate you reaching out for an update.

   

  Regards,

   

  *********************** HPA

   

   

   

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

  7 reviews2 photos

  20 hours agoNEW

  After Hurricane *** I needed a new roof, HPA was door-knocking in my neighborhood so I decided to get a quote from them. The salesman who came to my house was extremely nice and very educated on the roofing options and products, he made me feel confident that my new roof would withstand the next hurricane. He also worked with us and made the contract contingent on us getting our insurance money since we were in a battle against them with a lawyer at that point. We purchased the **wave roofing system and I'm very pleased with how it looks, no more asphalt granules clogging up the gutters and making a mess. I also had them install all new soffits and fascia since mine were also damaged in the hurricane. I have to say my house looks a million times better now and more modern with the updated finishes compared to what I had before. I feel more confident now that my home is better protected from future storms and that my home value has increased with the increased hurricane protection.

  Like

  Response from the owner2 hours ago

  Thank you for sharing your experience, *********! We're glad to hear that you're pleased to hear our salesman gave you confidence and that your satisfied with the **wave roofing system and the overall improvement to your home's appearance and protection. Thank you for choosing us for your roofing needs.

  Customer Answer

  Date: 06/27/2024

   
  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:05/14/2024

  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.

  I contracted with Home Performance Alliance (HPA) company in August ************************************** October 2023. As of today, May 13, 2024 the installation is incomplete. I paid $5,000 by personal check and financed the remaining balance of $8,000 through ************************ LLC. HPA placed the remaining balance with ************************ HPA left the externals of 5 windows unfinished; no painting or siding. I can provide photos if needed. The Jacksonville city inspection failed on October 10, 2023 and as of today has not been completed. Service Finance paid the balance of the cost to HPA without my approval or evidence of the completed inspection. HPA has not responded to any of my calls to date. Record of calls in 2024: January 4, 11, 12, 14, 31, February 7, 10, 28, and March 6. All calls went to voice mail, none were returned. On Jan 14, 2024, Service Tech ***** replaced the one window that failed inspection. ***** advised that there would be a re-inspection, but HPA never rescheduled. On December 29, 2023 Service Finance filed a complaint with HPA, which has gone unanswered as of today. I would appreciate any assistance that your office can provide in holding HPA accountable to complete the work and provide a city inspection.

  Business Response

  Date: 05/15/2024

  Dear *************

  The windows came without the factory tempered logo. ****** had to be re ordered.****** were re ordered and installed by *****. 
  
  Job is inspection ready. 
  
  We can inspect as soon as Friday. 
  
  I have instructed ******** to call you tomorrow to schedule the inspection 
  
  **************
  CC: ************

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21705212
  
  I am rejecting this response because: The outside of 5 windows needs to be painted and sided as per the pictures sent with the BBB complaint.

  Please complete the work and then schedule the inspection.

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

  Business Response

  Date: 05/29/2024

  Complaint: ******** *************************;

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

  We just called you twice and had to leave a message, (12:42pm on 5/29/24)

  We can share your contract with the BBB we have completed everything per the contract. 

  HPA in our contract specifically states on the front we are not responsible for painting whatsoever.

  We are not responsible for outside vinyl siding do any channeling (framing) .

  But as we stated in our phone call message to you **** in **************** is calling you with his number to discuss any additional work you may need outside of your contract which we will work with you on.

  We are ready to do your inspection whenever you are and **** will leave a message pertaining to that.

  Thank you

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

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

   

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21705212
  
  I am rejecting this response because: You have not left any voice or text messages, either on my home phone *************) or my cell phone *************).

  The external work on the five windows is not completed as evidenced by the pictures included in the complaint. 

  Please contact me directly on my cell phone, ************ or my home phone ************, at your earliest convenience to resolve this matter.  If you don't reach me, please leave a message so I can call you back directly.

  You have been paid $13,000 in full, although the work is not completed. Please, I just want you to complete the external work on the windows and schedule the city inspection. 

  What more must a retired military veteran do to get you to fulfill the contract?  My next step is to contact an attorney, but I prefer not to do that.

  Sincerely,
  
  *********************** (Major  USAR, retired)

• Initial Complaint

  Date:05/10/2024

  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.

  Me and my wife had Home Performance Alliance come and put in Hurricane windows in our home. This started on May 17,2023. We were supposed to have our Patio sliding doors protected with Kevlar. This has not been completed yet we are paying $25,000 for it because we financed the job.I have tried calling them at ************* and I leave messages for them and now they won't even answer my phone calls. A person was answering the phone and have me leave a message for a person named ******************* because he is in charge of service. Since this still hasn't been resolved by them here is who I have dealt with..Head of service ******************* ************* Sales--******************* at ***************.********* at************* **************** Kimo ************** Senior VP ***** ************** We were told there was a $10,000 ***** from ******* because of the home improvements which we never did get either. We would like our contract to be adjusted and receive the $10,000.00 refunded to They won't even answer my calls. I just spoke with ******************* and he said that HPA was baught out by Great Day Improvement, but HPA is still there. PLEASE HELP!!!!

  Business Response

  Date: 05/10/2024

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

  Our Operations Director ************* reached out to you today. We got our MSFH in House coordinator involved ****** whom is assisting you with the needed Insurance deck page that is needed to be uploaded.

  ****** is assigned to call you back today and assist you with your account. Your steps are current except the deck page needs to be uploaded and you had your first inspection done.

  On your other issues:

  **** scheduled a service call to check out a sticking window for Monday afternoon.

  He is going to have further conversation with you on the *******.

  thank you

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

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

   

   

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21694975
  
  I am rejecting this response because:

  We still have not heard about redoing our contract because we don't want the Kevlar for my patio doors. This has gone on over 1 year and we don't need the Kevlar.

    This is why we want to redo the financing for them.

   Thank you 

  *****

   

  Business Response

  Date: 05/30/2024

  Dear ***********************:

  Per your Conversation with ***************************** today, HPA will be installing Hurricane ******* on two sliding glass doors on Friday 5/31/24.

  We are pleased that you and ******* were able to work the details out on a mutual agreement. We consider you a customer in good standing and we are here to service you with any other issues in the future,

  After we complete this work tomorrow we will consider this particular matter closed. 

  Regards,

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

  ****************** 

   

   

  Customer Answer

  Date: 05/31/2024

   
  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.
  
  Sincerely,
  
  ***********************