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:05/03/2024
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.
Order placed - 3/4/2024 Price - $11,000 Scope- provide and install windows with removing and fixing issues Issue - windows not installed per code - bucks and/of shims not used
Business Response
Date: 05/03/2024
***********************:
We researched your complaint and reached out to the ** Of Operations. **** told us that you need to have your inspection and plugs and trim done.
******************* our ** of Operations reached out to you today left you a message to call him back at 3:18pm on 5/3/24.
Please call him directly so we can address the finishing touches on your project.
Regards,
**********************;
Customer Answer
Date: 05/06/2024

Complaint: 21658665

I am rejecting this response because I called **** at ************ and he didn't answers plus I need an actual plan to fix the installation of the windows in writing.
Additional information: I notified ***** during the install about the issue and the installers but they continued to install the windows improperly. After the installation the installers would not leave unless I signed the documents. I notified **** ********************************* ***************************** <************************************>, ************************* <************************************>, ************************************* about this issue and never heard back.

Sincerely,

***********************
Business Response
Date: 05/09/2024
Dear ****************:
I spoke to ******************* today and he spoke to you today after he left you a message you returned his call, thank you.
Your scheduled as you know tomorrow which is Friday 5/10/24.
We will strive to get your services issues in order.
We will then after the service tech completes his initial work at your home discuss your credit card dispute you posted on services rendered.
thank you
*****************;

Customer Answer
Date: 05/11/2024

Complaint: 21658665

I am rejecting this response because the windows were not installed properly. See pics of install and docs on how it should have been done: ******************************************************

Sincerely,

***********************
Business Response
Date: 05/14/2024
***********************
************************************************************************

Dear ***************:
We just went to your home and inspected the windows. Your neighbor let us in. from the pictures we reviewed your windows are correctly spaced they are as tight as it allows it to be. Any shimming needed was done. there are no spaces that are an issue.
From the pictures we have everything is ready for inspection. After inspection we would then do the plugs and trim.
Our issue is ******* in Operations has tried to reach you three times and you have not answered her back. She called you and sent text messages on 4/29/24, 5/8/24 and today 5/14/24.
Lets work together and answer **************; request to set up an inspection so we can go to the next step.
Please remember when we set up an inspection they show up between 8 in the morning to 430pm in the afternoon, someone must be available for the county inspector.
Thank you
*****************;
Below is the third communication that went out today.
Good afternoon, ****** Residence,

We are reaching out regarding your final inspections that need to take place with Highlands County.Someone over the age of 18 must be present the day of inspections. All stickers must be on windows and permit must be on site. Please coordinate a day that would work best for you to sit home and wait for the county's inspector.We have tried to reach out three separate occasions. Via phone and text message. You can respond to this email or call me at. **********************.Or Text me at *************.

Thank you,

********************;
Initial Complaint
Date:05/01/2024
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.
We purchased and had an entire house of windows installed with the salesman selling us a lifetime warranty, The sale date approximately 2015. We had a few warranty issues addressed but for the last five years (more or less) they will not return calls. I have a sliding door that the lock will not lock or even let me close it all the way. I called one number that sent me to repairs and it just rang and rang and then it hung up on me. So I called the number on their website to BUY windows and when something answered it said the box was full. I found this company at a home show in ***** and expected that for sure they must be reputable but now I no better. What are my options?
Business Response
Date: 05/07/2024
Dear ******:
First thank you for your time today and sending us the pictures of the sliding glass door lock, and the windows.
As I mentioned with the contract being from 2015 there would normally be a labor fee to install the warranty parts but we are waiving it this time to show good citizenship.
****** & Elizabeth ordered the lock components to change it out its due in May 27th-28th. We have you scheduled for June 6th between 9am-11am to have **** install the new lock and parts.
The pins for the windows are another factory which we explained was Soft-Lite the have been backed up on our orders we will keep you updated on them.
You have my direct number so in the future with questions please call me to figure out whatever you need or give you updates.
Thank you
*****************;
Initial Complaint
Date:04/29/2024
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.
We have already failed inspection once. The installers broke numerous planks on our home. We have already made payments and the project is not complete. When you call them they act as though they do not know who you are. The permitting was done wrong- they ordered two inspections that were denied because the Notice of Commencement was filed in the wrong county. They have made it quite obvious they have no intent to complete the job. They smoked in our home without asking if we minded. They installed the wrong screws on the front door. When you call the office they act brand new and very rude.
Business Response
Date: 05/02/2024
Dear ******* And *********************
We researched your comments and wanted to properly follow-up.
First the corrections have already been made for the fasteners.
********* called you that your inspection ands storm door is scheduled for 5/20/24.
We scheduled on the 20th because you have testing with your children.
Regards,
************
Initial Complaint
Date:04/18/2024
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 good faith I ******************************* entered in contract with Home Performance Alliance **** on 9/13/22 To purchase & install a pair of hurricane sliding doors in our condo. after our original order(dated April 2022) was canceled by HPA, *** In error.Once our reorder was in place & a 2yr interest free finance paperwork was ***************** was agreed upon.Being FL residents we seasonally leave for the summer, so delivery was scheduled for Nov of 2022. This delivery was postponed until the following month of Dec. Delivery took place with minor ********************* to be completed. An inspection by the County was also to be done to approve installation according to code(7th Edition(2020)). 1st inspection failed due to missing safety bumpers & missing handle. In the intrum, we fully noticed scratch damages visible in multiple areas of the frame's coating. A call was placed to the *** to address our dissatisfaction and requested their own on site inspection to fix said issues. Pictures were taken and a formal complaint was documented on Feb 20, 2023 about the damaged doors. There have been now 4 attempts of reordering & installation of said doors with each time failing, due to same or more damage than the ones we had. We have been more than patient with this company's promises & now reaching the time that our financial obligation for these $12K doors will come due in Dec 2024.A note to make clear that HPA *** was paid in full by the financial institution before we had the option to say we were COMPLETELY satisfied with our purchase. Also be aware we have informed Service Finance *** of ********** FL of our situation and have an active complaint pending with them as well. The 2yrs of interest free is almost up & have yet received our replacement doors.This feels like a stall tactic on both parties in solving this issue so we can be stuck with a high interest fee.An offer to reduce the price of our current doors by 2K was made but declined by HPA *** Please Help
Business Response
Date: 04/18/2024
Dear *******************;
I have copied you the State at FDAC and the BBB by email. It shows the email thread of our communication direct with the factory.
This will show our commitment to resolve your issue in the best way possible. Check your email and you will see the quality control alert at the factory for your product to be remade is a high priority,
regards,

*****************;
Initial Complaint
Date:04/10/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been waiting a year for a installation to be completed on windows and **************** on the above residence. We have left 20 messages concerning the completion of the job that they have already been paid for, This failure to complete the job has now cost us $10000 in a ***** which is why we decided to replace the windows on our house, and the savings that were promised when purchasing has not happen. And to add insult to injury we have been contacted via phone to purchase more items from this company when they have not completed the first job
Business Response
Date: 04/12/2024
Dear *************
Please note I spoke to ********* and we are sending service tech to your home on Monday 4/15/24.
Please update us after the tech arrives i was told ********* spoke to you directly.
Thank you

Customer Answer
Date: 04/15/2024

Complaint: 21555117

I am rejecting this response because: No work was completed on 04/15/24. I was not spoken to directly, and want the resolution on the missing $10000 grant

Sincerely,

*******************
Business Response
Date: 04/17/2024
*******************
Dear ***********:
We actually did show up to your property in regards to installing the shield.
Unfortunately, the shield was mis-sized and had o be reordered. it is on order with the factory and a rush remake has been requested.
On Your MSFH ********************* we actually have reached out to you 3 times per my MSFH Grant ************ Ms ***************** told me she sent you three updates to your email and text messages also. I showed her your BBB statement tonight and she told me she reached out to you tonight to give you all the latest information you need.
Her sole assignment currently is just to take care of our customers that need updates on MSFH.
Customer Answer
Date: 04/21/2024

Complaint: 21555117

I am rejecting this response because: I understand that the individual has come out and it was measured improperly by your employees, and yes someone has contacted me concerning the my safe Florida home. If we had not contacted your company through the BBB we would still be waiting on work to be completed This is the third time now that we have had the same thing measured and it continues to cause delays. I found the original contract and it was signed in June of last year. I have stated what I am looking for. If these conditions can be met then I will go to another company for the back patio.

Sincerely,

*******************
Initial Complaint
Date:04/08/2024
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.
Windows have seals that broke and moisture is getting in between the windows. Screens are falling apart and rusting. Have tried to contact company since 3/11/24with no response. Sent them pictures they requested with no contact from anyone in the company.
Business Response
Date: 04/08/2024
*****************************************
Dear ********:

As you know ******************* our Operations VP spoke to you today. he looked up your account for your 2018 job. we have serviced you in the past and covered all your warranty parts over the years. The good news as he told you was the product you need is CWS which is a faster turnaround on what we thought earlier was a different product from 2018.
Your product was ordered today with the correct parts needed you will be updated once the parts come in.
Thank you
************
**********
Initial Complaint
Date:04/08/2024
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.
We contracted with HPA for our windows and doors. They measured everything because we were told these windows and doors would be custom made for a perfect fit. The windows seem to be installed fairly well and are fairly nice. The screens let insects in, but we're told that's a design issue because "if they fit any tighter, you wouldn't be able to take them off and wash the windows." They also installed 3 sets of doors. One of the French door sets going into the ******* room wasn't closing and locking properly, and so we had them send someone to fix it. He wasn't successful, and they needed a part for the locking mechanism, so he had to come out another time. The second time he seemed to fix the door so that it closed and locked. When he was done, he told me "this is the last time we're coming out here." We didn't touch the door for several months, as we use the other one to come and go through the ******* room, but the first time we opened it, it wouldn't close and lock right. I called a handyman to take a look and it took him seconds to say "no, this door wasn't installed correctly and you need to call the people who installed it. I called a door specialty company and they told me the same thing over the phone, they can't fix improperly installed doors, but HPA would have to fix it. I've tried to call their numbers several times, and it rings over and over and then hangs up on me. Now I'm not the type of person who likes to complain, but I'm reluctantly doing so for two reasons. Firstly, if the handyman could see it was installed wrongly so quickly, the HPA tech must have also known this. Secondly, I can't actually get in touch with HPA in order to attempt to convince them to send a more honest worker to correctly install the door, or provide a door which fits the opening better, or whatever is actually needed.
Business Response
Date: 04/08/2024
*************************
Dear ****:
We reviewed your issue and we are responding to reach out to you either today, 4/8/24 or by tomorrow that latest.
We will get your door fixed to your expectations, we are sorry that you had to write to the BBB but be assured that we will make this a top priority.
Regards,
************
********** VP Operations
Initial Complaint
Date:04/05/2024
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.
We purchased Softlite windows in Sept 2018. We contacted HPA(Home Performance Alliance) on Sept 15 2023 with our concerns about brown bubbles between the glass panels. They sent, ***, one of their warranty techs, out on Nov. 8, 2023 to our house to inspect and he confirmed the windows were defective. We were told then ( Nov 8,2023) that they would be replaced and it would take about 4-6 weeks for the new windows. We are still waiting and each contact we have with someone at the business, we are told "they are working on it". It is now April 4, 2024. After talking to one of the employees on April 3, 2024, we again were told that they would need to resubmit all the claim again and it would take ***** weeks!!!
Business Response
Date: 04/08/2024
*************************
2012 ************************* Ct *************** 33573-4863
*************************
Daytime Phone: **************
E-mail: ****************************
Dear ******************:
********* spoke to you last week on your windows. She has you in the **** and the order is completed. She updated me that she is ordering you all the replacement windows that had seal failure. There is no issue whatsoever.
we understand your not happy with the timeline. Because we worked with them several years ago they are requiting a batch order which is completed. we are happy to show the BBB or you any correspondence to show we are doing the very best for our customers. We have timelines with them we can not control. be assured your order is completed with them.
Thank you

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

Customer Answer
Date: 04/10/2024

Complaint: 21529496

I am rejecting this response because: We haven't spoken to ********* since this started back in September 2023! We finally have been able to talk to ***************** (who is wonderful). What is the comment about "the Bath" have to do with our windows? We have tried repeatedly to get this taken care of and every time we are told that the windows will be replaced but its going to take ***** weeks & they are waiting to submit the order with other orders, its just a moving target! And also correct your comments about it being completed: IT IS NOT COMPLETED AND THE LAST TIME WE SPOKE TO ****, THE WINDOWS HAVENT EVEN BEEN ORDERED!!!!! They are waiting to submit our order with others! We shouldn't have to wait until ALL the orders are put to together and sent in. I don't care about anyone's orders, get ours taken care of ASAP! I have a timeline of events and who we have spoke/dealt with since this started.

Sincerely,

*************************
Business Response
Date: 04/10/2024

Dear ******************:
Lets review your rejection response and go over everything: First there is no issue your windows were ordered with Softlite. I take responsibility for the typo. My response was that ********* has your order in a Batch order. My typo said Bath and that confused the response my apologies. Your order is from years ago when we used Softlite and they require us to do a Batch Order of customers needing warranty replacements thats the rules we follow with them, we dont have a choice, Your order is in and now we wait for it to arrive as **** whom we have assigned to you told you. We can not do anything more than wait for the orders to come in. If you continue to reject our response and we dont have an update we will ask the BBB to intervene if they can with a 3 way call if they are available as we can not add anything new at this time.
I can have **** call you again to go over the process I just explained, and again I apologize for the confusion on the typo since we are in the bath business too I can see that certainly could have caused confusion.
I promise we are doing everything in our power with Softlite to get them built and back to install.

Thank you
*************************
2012 ************************* Ct ******** Ctr Fl 33573-4863
*************************
Daytime Phone: **************
E-mail: ****************************
Dear ******************:
********* spoke to you last week on your windows. She has you in the **** and the order is completed. She updated me that she is ordering you all the replacement windows that had seal failure. There is no issue whatsoever.
we understand your not happy with the timeline. Because we worked with them several years ago they are requiting a batch order which is completed. we are happy to show the BBB or you any correspondence to show we are doing the very best for our customers. We have timelines with them we can not control. be assured your order is completed with them.
Thank you

************
Customer Answer
Date: 04/11/2024

Complaint: 21529496

I am rejecting this response because: I appreciate your prompt response since this has not been the case in the past. The reason we rejected this response is because we need to know the date the correct windows will be installed in our home. Its going on 7 months since this started. We were told by your warranty tech on Nov 8, 2023 that we would have the windows in 4-6 weeks --that's puts delivery in December 2023. Since that time, we have been told times ranging from 4 weeks to 10 weeks after the batch order was placed. Bottom line is: we need to know when the correct windows will be installed in our house. Note: a timeline including delivery and installation was requested 2 months and we have never received.

Sincerely,

*************************
Business Response
Date: 04/16/2024

Dear ******************:
I appreciate your pleased with our response now, but please understand we cant give you a date of install on your newest rejection with the BBB>
The Batch order was sent into Softlite we do not have an *** from them. We cant throw out a date if we dont have one. What we can do is promise you when we get that *** to ensure your on the list to know when the *** is.
We are in the middle between the factory and you our customer, again we are doing everything we can to move this along. rejecting the response when we dont have anything new to add just adds frustration to a matter that we understand is frustrating in its own. I can ask **** to call you tonight or tomorrow to go over this and assure you that we will keep you in the loop.
thank you
************
**********

Dear ******************:
Lets review your rejection response and go over everything: First there is no issue your windows were ordered with Softlite. I take responsibility for the typo. My response was that ********* has your order in a Batch order. My typo said Bath and that confused the response my apologies. Your order is from years ago when we used Softlite and they require us to do a Batch Order of customers needing warranty replacements thats the rules we follow with them, we dont have a choice, Your order is in and now we wait for it to arrive as **** whom we have assigned to you told you. We can not do anything more than wait for the orders to come in. If you continue to reject our response and we dont have an update we will ask the BBB to intervene if they can with a 3 way call if they are available as we can not add anything new at this time.
I can have **** call you again to go over the process I just explained, and again I apologize for the confusion on the typo since we are in the bath business too I can see that certainly could have caused confusion.
I promise we are doing everything in our power with Softlite to get them built and back to install.

Customer Answer
Date: 04/24/2024

Complaint: 21529496

I am rejecting this response because: until we have answers, proof of ordering windows including all details and time frame for reinstalling, we will not settle. There has been no contact from HPA since April 10 @2:40pm.
Thank you.

Sincerely,

*************************
Customer Answer
Date: 04/14/2025

Complaint: 21529496

We purchased ****************************** Sept 2018, with a Lifetime warranty. In Sept. 2023, we noticed the windows had brown bubbles in between the panes of glasses indicating the seal was broken. We also have 2 window panes that are foggy. In the course of trying to replace 2 panes of glass, the techs cracked the 2 panes on the old glass only the discover that the "new" panes of glass were incorrect and wouldn"t fit! So they reinserted the cracked glass back into the window frame and left them!!! They LEAK inside when it rains out. We have repeatedly reached out to HPA only to be either ignored or told they are "waiting on a manifest". Its been +18 months since this began and its been TOO LONG and this needs to be completed!
Business Response
Date: 04/16/2025
Dear *** *******:
There were issues in the past receiving the warranty items from this Factory.
We have built a better relationship with the company since they have new owners as we do also and we have the order in place.
****** has been instructed to order your warranty parts. He will update us when the *** is posted.
Customer Answer
Date: 04/17/2025

Complaint: 21529496

I am rejecting this response because:
It's been OVER 18 months and you haven't even ordered the parts?!?! Inexcusable!
Sincerely,

***** *******
Customer Answer
Date: 06/03/2025

Complaint: 21529496

I am rejecting this response because:
We have 12 windows that are defective. We have been waiting over 18 months for replacements. No one will take our calls or return any emails. Their installers broke TWI of our windows and left the broken glass in place! We need to have this resolved ASAP!

Sincerely,

***** *******
Business Response
Date: 06/06/2025

What we stated has not changed. ********* has your order in a batch. what we can do is contact Soft-Lite for an Update on the order. and follow-up with *********.
***** *******
*********************************************************************************
*************************
Daytime ******************************************************************************************************************** spoke to you last week on your windows. She has you in the **** and the order is completed. She updated me that she is ordering you all the replacement windows that had seal failure. There is no issue whatsoever.
we understand your not happy with the timeline. Because we worked with them several years ago they are requiting a batch order which is completed. we are happy to show the BBB or you any correspondence to show we are doing the very best for our customers. We have timelines with them we can not control. be assured your order is completed with them.
Thank you

***** V
Customer Answer
Date: 06/09/2025

Complaint: 21529496

I am rejecting this response because: we have NOT spoken to ********* since Feb 2024-- and that was a text asking for another set of pictures b/c she couldn't find what we had already sent her.

Sincerely,

***** *******
Business Response
Date: 06/12/2025
Dear Ms. ******* & the BBB:
We purchased 8 IGU's for your home to replace the defective ones.
We installed 5 of the 8 as three we were unable to install.
We told Ms. ****** at he BBB today that ********* will reach out next week to confirm recent parts requested that the order is correct.
********* has been given a special allotment of time to work on this project to see it through.
Some delays were caused by changes in our department which we apologize. She will get with you next week.
Thank you

Customer Answer
Date: 06/13/2025

Complaint: 21529496

I am rejecting this response because: there are a total of 12 windows that need replacing. You have replaced some but we have had others fail in addition to the orginial problem. **** and **** documented this when they were here last Nov. 2024.

Sincerely,

***** *******
Business Response
Date: 06/13/2025
Dear Ms. ****************** can reject the complaint but your not addressing what was completed. You did have 5 replaced and 3 of the 8 sashes did not fit there was an issue.
********* stated she was going to reach out the start of next week to address your order with Soft Lite , She never had a count of 12.
If there are more than the original 8 then we may need additional pictures to send to them to cover the warranty.
Again she will reach out on Monday and Tuesday when she is working exclusively on Soft-Lite issues. I have updated our BBB representative so she is aware where we are.
Thank you

Customer Answer
Date: 06/13/2025

Complaint: 21529496

I am rejecting this response because: if you look at the pictures listed here, there are 12 windows! When **** and **** were here last fall, they tried to put in 2 windows but they didn't fit, so they had to put the old BROKEN ones back in! Since this all started in 2023, we have other failed windows which **** noted on his last visit! And I DID send ********* photos, we have heard absolutely NOTHING from her in about 15 months!

Sincerely,

***** *******
Customer Answer
Date: 06/20/2025
here are some of the text messages. it wont allow me to send the others: file too big, doesn't recognize
Business Response
Date: 06/20/2025
Ms. *******:
********* ******** has dedicated this past Monday to your complaint and the following is up to date on it:

There was a discrepancy in the original order to Soft-Lite and it been rectified and resent she apologizes for any delays made on our end.
if you need further explanation we can schedule time for you with *********.
Thank you

Business Response
Date: 06/23/2025

Response on Friday by email 6/20/2025 to ****** *. BBB Counsel from ********* Bruckner

Good afternoon ******,
Some of this is going to be a bit difficult to follow if your not used to it, if you have any specific questions, I am happy to answer them.
On my previous submission to soft lite the order was for 5 IGUs after the information ******************** that was separate from what was provided after the ***************** It was outlined 11 IGUs in total that will need reorder. From the last order we received we requested 9 **** so this round is 2 more than originally requested meaning either the original list was just added to, every unit we previously replaced has a different issue or the original request was not correct.
My records indicate we were able to place several units from the last order received in November . After many days of review, I found that the numerical system we us to Measure windows was not properly aligned with the way the windows were ordered. Meaning each size needed to be compared for complete accuracy. A completely new order has been put in with 11 IGUs 8 of which should be covered under warranty and 3 of which that are broken are not covered by the manufacturer. Ill have an approximate quote and eta probably Tuesday. 48 hours for them to process.
It is a large order and there is still one lingering question, an order number has been recorded on two of the windows requiring service that is not used by our manufactures. Im hoping to verify the order number after discussing it with the previous HPA operations director. To ensure the requested items are indeed our responsibility, no item is missed or incorrectly ordered.

ELISABETH ********
Operations assistant and
Service Director
O: ************
M: *************

11399 16th Court N, Ste. 100
St. **********, FL 33716
CGC1508826 CCC1333840 CBC1258017 CFC1428495

Customer Answer
Date: 06/25/2025

Complaint: 21529496

I am rejecting this response because: the broken windows that ********* has referred to where broken by THEIR EMPLOYEES, not by us so we are NOT paying for them!!! Plus ALL the windows have the same problem, they have failed. We continued to send ********* emails and text each h time another window failed. **** documented all the windows that need replacing while he was here on September except for the bathroom window that we just noticed have the same issue so we let HPA know to add it to the order. Thank you, ***** *******

Sincerely,

***** *******
Business Response
Date: 06/26/2025

Dear Ms. ************************ wants to respond to your statement, please what she is referring to is that the identification on the window serial numbers do not coincide with our vendors.
********* needs the size of the glass and we can order it. She will have to send **** out our service tech to measure it. She doesn't have any proof that we broke the glass only what you stated.
She is going by your word and is willing to order it for you. But she needs the glass size and will send him out when he returns from vacation.
As she explained to the BBB she ordered all the other products that are on the ticket.
At this point we have in process and can not state anything further at this time.
To the BBB please note if its rejected again we must repeat the same information until **** goes to the home after the 4th of July.
we ask for the complaint to stay on the radar until we go to step two.
Thank you

Complaint: 21529496

I am rejecting this response because: the broken windows that ********* has referred to where broken by THEIR EMPLOYEES, not by us so we are NOT paying for them!!! Plus ALL the windows have the same problem, they have failed. We continued to send ********* emails and text each h time another window failed. **** documented all the windows that need replacing while he was here on September except for the bathroom window that we just noticed have the same issue so we let HPA know to add it to the order. Thank you, ***** *******

Sincerely,

***** *******
Customer Answer
Date: 06/26/2025

Complaint: 21529496

I am rejecting this response because:
1) after removing the defective windows, the replacement windows were the incorrect size glass so the techs(**** and ****) had to reinstall the original glass that they had taken out and the glass was broken during that process of removing and reinstalling on TWO of the windows.
2) let us know when **** will be at out house to eemeasure the windows.

Sincerely,

***** *******
Business Response
Date: 07/01/2025

To: Tawnia Y, BBB: this was the last message we sent the BBB to clarify what we could and were willing to do to fix the situation. Elizabeth has been home and she is back at the office and able to speak to you directly with anything the BBB needs to further explain the order of *******.
From: ***** Vetere
RE: ***** Burnett 6/26/25 (Soft-Lite )
Thank you
Dear Ms. ********************* wants to respond to your statement, please what she is referring to is that the identification on the window serial numbers do not coincide with our vendors.
********* needs the size of the glass and we can order it. She will have to send **** out our service tech to measure it. She doesn't have any proof that we broke the glass only what you stated.
She is going by your word and is willing to order it for you. But she needs the glass size and will send him out when he returns from vacation.
As she explained to the BBB she ordered all the other products that are on the ticket.
At this point we have in process and can not state anything further at this time.
To the BBB please note if its rejected again we must repeat the same information until **** goes to the home after the 4th of July.
We ask for the complaint to stay on the radar until we go to step two.
Thank you

Complaint: 21529496
Customer Answer
Date: 07/03/2025

Complaint: 21529496

I am rejecting this response because:**** took photos of all the windows ID tags when he was at our house in November 2024, so he or ********* have them already.

Sincerely,

***** *******
Business Response
Date: 07/09/2025
To: Tawnia Y, BBB: this was the last message we sent the BBB to clarify what we could and were willing to do to fix the situation. Elizabeth has been home and she is back at the office and able to speak to you directly with anything the BBB needs to further explain the order of *******.
(7/9/25) I cant update this any further except to say that ********* ******** has ordered your Soft-Lite windows. But the ones you claimed we cracked are not our windows per Operations. ********* checked the numbers from **** and there was no match. We have no proof that we cracked that window. Our service report does not show we damaged anything.
Dear *** ******* & BBB:
Dear *** *******:
********* wants to respond to your statement, please what she is referring to is that the identification on the window serial numbers do not coincide with our vendors.
********* needs the size of the glass and we can order it. She will have to send **** out our service tech to measure it. She doesn't have any proof that we broke the glass only what you stated.
She is going by your word and is willing to order it for you. But she needs the glass size and will send him out when he returns from vacation.
As she explained to the BBB she ordered all the other products that are on the ticket.
At this point we have in process and can not state anything further at this time.
To the BBB please note if its rejected again we must repeat the same information until **** goes to the home after the 4th of July.
We ask for the complaint to stay on the radar until we go to step two.
Thank you

Complaint: 21529496
Customer Answer
Date: 07/12/2025

Complaint: 21529496

I am rejecting this response because:
OMG, **** broke the glass while removing it to put in place the new glass..
(window #9, top).the new glass didn't fit(wrong size) so he had to reinsert the cracked glass back in the window until the correct glass arrived. The another piece of new glass for the 2nd window (window #8, bottom)came with grids and it wasnt suppose to have grids so he again had to reinsert the cracked glass back in the window until the new glass arrived. This is on 2 windows in the spare bedroom.
These windows were bad to being with and on the original list of windows needing replacement. The damage occurred when removing the defective glass to place new glass.

Sincerely,

***** *******
Initial Complaint
Date:04/02/2024
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 9/25/23 we entered into an agreement with this company for a bathroom renovation.Materials were ordered and job began in early Nov. 2023. Installer was horrible, no drop cloths were used - did not take any precautions to preserve walls - hit the tile in the bathroom so hard with outside ************************* that our bedroom on the other side of cinderblock walls had nail pops everywhere. Our home from ceiling fans to floors was covered in dust (very unhealthy and unnecessary), We were told we would be compensated for all damages by our salesman, ***, and after months of calling we received the reimbursement for cleaning. We used their installer for the vanity and light.....another mistake and disaster. We had to call for an emergency plumber for a leak under the vanity on Thanksgiving Eve and were never reimbursed for that charge to this day! We had to pay a painter to repaint the damaged walls in the bathroom and bedroom and we were again promised reimbursement and sent the bill for the painting and repeatedly called and texted and NOTHING.
Business Response
Date: 04/04/2024
Dear ***********************:
***************** our Sales Rep did refer you to a contractor he knew to install the vanity and the light because you asked for someone he may know. That had nothing to do with HPA we do not install vanities or lights.
*** told you that you were on your own its only a reference. *** was simply trying to be helpful to give you someone he knew and HPA had nothing to do with any responsibility on the vanity and light work whatsoever.
We did as you stated send you a satisfaction check for the cleaning. There was a nail pop in the guest bedroom and we sent someone to repair it which we did .I spoke to ********************* in **** Services and she did dispatch ********************* our Field manager to take care of any issues that arose.
We dont understand why after all HPA has done to satisfy you and do what we were responsible for you have filed a BBB complaint. We again are not responsible for the contractor you used for the other work with the vanity and light.
Thank you
************

Customer Answer
Date: 04/05/2024

Complaint: 21518065

I am rejecting this response because:
The company in question has called me today at approximately 3 pm. They want a copy of my painting/repair bill. I will send this to them. Their version above of the circumstances is not accurate.
**********************************************
Business Response
Date: 04/08/2024

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

Dear *****: ********************* our Bath Manager spoke to you to fix the issues and we cant understand why you rejected the fact he was offering to pay for the painting in the bedroom wall and the door.
You hired another firm to do your vanity and electric this had nothing to do with HPA. You admitted on the call that they were not responding to you that is not our fault whatsoever. we take responsibility for the work we completed and ** is doing everything possible to assist you.
lets deal directly with ** get him the bill that you paid for the painting for the area he stated we would be responsible for. This is not a problem he just needs that to review then submit if all is correct to compensate you.

Regards,
************
********
Customer Answer
Date: 04/17/2024

Complaint: 21518065

I am rejecting this response because:
I had a call from the company I filed the complaint against and they assured me they would be in touch as soon as I provided them with paperwork, the bill from the painter that did the repairs. The call from the company was on April 6th, 2024 and I was traveling. I promised to send them the scan of the bill and I did this on April 8, 2024. I received an acknowledgement from their administrative assistant, *****, stating the company reps were getting togethr to discuss that day and they would be back to me - I have again repeatedly sent emails asking for the status and they have not given me anything. The phone call on the 6th from them indiated they wanted to make this situation right and would work with me. Again, they are now silent on this issue and I want to proceed.

**********************************************
Initial Complaint
Date:04/02/2024
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.
our front 2 double hung windows are cloudy and have staing on inside between panes
Business Response
Date: 04/05/2024
Dear ******************:
We saw the pictures you sent us and we agree we need to submit the order to the Softlite factory for replacement of the sash for the two *************** working directly with you and have assigned ***************** our CSL and ********* to move this along. You may also contact me directly for any updates.
Thank you
************
**********

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