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:03/15/2024

  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.

  In October 2020 the previous owner of my home purchased windows and a slider door costing approximately $40,000. I purchased the home in May 2022. In October 2022 I called this company trying to get a screen for the slider door. I left at least a half dozen messages and never received a return call. Now I have a window that will not open for cleaning because it is cracked so I need to have it replaced. I started calling in December to take care of both of these issues. I had a quick response telling me that they would get back to me as soon as possible. I have been in touch with them 4 times since then and again have not had a return call from them. I really need to have this window repaired and purchase a screen for my slider.
  

  Business Response

  Date: 03/19/2024

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

  I asked Angela to call you directly. She spoke to you today. She explained when you buy a home you have so many weeks to transfer it over the warranty its allowed one time. I asked her to explain it to you in depth.

  We explained the cost of the screen and the replacement window, if you want both to show good citizenship we would deduct the screen in goodwill and give you a special discount on the one window.

  I asked Angela to get with Elizabeth to price it out for you.

  Thank you

  Peter V

  Angela S 

  
  

  Customer Answer

  Date: 03/26/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This response is completely different from my conversation with Angela.  Angela and I did not discuss costs for this at all.  She said that the window would be replaced at no cost and I would purchase the screen.  That is not what is outlined in the letter here.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 03/28/2024

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

   

  I spoke to Elizabeth who who is the supervisor of Angela. Based on Factory quote we are willing to reduce the cost by 40% of the window and add the screen at no extra cost to show good citizenship.

  Please understand you did did not transfer the warranty within the 30 day timeframe. that had nothing to do with HPA that was the responsibility of the seller.

  we are still willing to assist to show good faith, as its not our responsibility to offer anything at a reduction but we are as we hope to have you as a new customer long term.

  We look forward to  speaking to you after the Holiday week. Elizabeth will be calling you direct.

  3/28/24 

  thank you

  Peter V

  Elizabeth B

   

  
  

  Customer Answer

  Date: 04/08/2024

   
  
  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,
  
  
  
  ******* ******

  Customer Answer

  Date: 05/29/2024

  I responded at that time that I would accept the offer from the company.  Since then I have had no contact from them to indicate to me that they are moving ahead with the window replacement.  I would like to reopen the complaint.

  Business Response

  Date: 05/29/2024

   

  Dear *****:

  We left you a voice message please call us directly i left my cell phone number. 
  
  We have a new relationship with Soft-Lite listen to the message we left things are moving better now for our Soft Lite customers.Needing parts.
  
  We want to confirm everything for you.

  We actually for the first time had a meeting with the Executives at Soft-Lite on a video call last week and we are meeting with a gentleman tomorrow. They agree we should not have to wait this long for parts.

  i explained how customers get upset from the wait and we are in the middle. Its resolved now we have new communication with them which is a positive step for everyone. 
  
  Thanks
  
  ***********************
  *******************;

  Customer Answer

  Date: 06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/06/2025

    

  Last last year I opened a complaint against home performance alliance. Claim number 214-3883(7?). In about August, they said they finally had the screen door and window on order for me and I should expect them in 4 to 6 weeks. I contacted them on 10/29 and was told they were delayed because of hurricanes. I was told they would get back to me later in the day and I have not heard from them since. I have sent emails And phone calls since then with no response. I have been lied to by this company for almost a year now.

  Business Response

  Date: 02/07/2025

  Dear ***** *****

  Your correct an order went in for the product to our supplier as you stated.

  i have escalated it ********* B our Operations Director. She has contacted our supplier Town & C to get an update and immediate answer for you.

  Please give us till next week for a response.

   

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 21438837
  
  I am rejecting this response because: I was asked to give them a week and I still have no communication from them. This is very typical of what has been happening in the last year. They say we are looking into it and then I dont hear from them.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/28/2025

  *****:

  Your SGD screen was ordered to town and country. it was backordered. ****** is looking into it today and we will respond back to you on the delay.

  We apologize for the delay 

  Thank you.

  ***** V 

   

  Customer Answer

  Date: 03/06/2025

   
  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. Assuming they follow through with what we have discussed. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/14/2024

  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.

  On August 8, 2022 we signed a contract to have our doors replaced in our home. I have been calling over and over trying to get in contact with some one about just the job being started. I tried to call the loan provider whom also sent emails and called them. As soon as the loan provider asked the partial payment to be sent back, our doors after a year were all of a sudden ready. The company then tried to text not call, my husband who is not even on the loan or did the paper work. The number was an emergency contact number. I have tried to be nice, but you do not do business this way. It is now 3/13/2024 and still, not one thing has been done to my home. I can not even believe this company is still in business. I just want to get this taken care of. You can not trust this company as work does not get done in a timely manner, or any work done/started for that matter. I do not want anyone coming to do any work when I can not even trust them to start a job two years ago. I have attached the only thing sent and email back 8/17/22 that my doors would be ready to install 9/30/22 which never happened.

  Business Response

  Date: 03/14/2024

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

  Dear Mrs **********

  We have tried to reach you several times when the door was ready. I have statements from Operations you refused installation of your door. a former Manager Matt W.  was assigned to your project to try to work things out on why you would not let us install. Your door has been in warehouse and your contract was put in the legal file as you refused installation. The factory during that period Advisar took an extended period of time to get doors shipped out due to the state of the country at that time with Covid. HPA did try to contact you in every way. we do not have your latest phone number you used on the  BBB you can see from above we had a different number.

  HPA would like to see if we could mediate a solution and work something out as we still have your door and our bottom line was to install your door. We wish you contacted us sooner so we could have a proper discussion in this matter.

  We remain open to the BBB to have a mediation call with you. we will try calling you on your new number this week,

  Regards,

  HPA Team 

  Customer Answer

  Date: 03/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is an absolute lie. I’ve never had a different cell number other than these phone numbers my whole life. You have never tried to reach out or call and if you did you never left a message, why? The only thing we received once we contacted the loan company and they said to send the money back was all of a sudden our doors were ready. It took a year for someone to finally call us back and the girl had no idea what I was talking about. Then your manager was Josh who contacted us. There was never a Matt. But nice try. The lies just keep spewing. I have texts messages once you finally contacted us. No other number not messages. This is not how you do business I’m sorry. We immediately responded to your texts which again was after the loan company asked for money to be given back. It doesn’t take a year to get doors done when there nothing in response not communicating when we kept calling over and over. Now all of a sudden it is because of Covid. I responded and called whomever “the secretary” was about not installing because how can I trust a company who works like this. She kept insisting to schedule an appt to install. After I said no we need to settle this she said she didn’t know what to do and she would have someone call us back. Guess what no one ever called us back. After also reading you don’t install proper equipment and have so many issues with your jobs I can’t trust you will do a correct job. So your absolutely right after a year and a half of no communication on your YES again, I refused installation. This is horrible the things you are doing to your customers. 
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 03/19/2024

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

  I can tell you that the negative responses your stating are not fair I have done the research on my end and the Operations Director has tried several times to get your project installed. There was a delay at that period from the factory due to slowdowns with the Covid, that was beyond us that was a difficult time for everyone. Its a shame your refusing our calls as we have tried to call you several times. The language being used on your part is not fair you will not give us a chance to speak with each other. I am asking for us to have a mediation call we have several options we wanted to present to you.

  Thank you

  Peter V

  Elizabeth B 

   

   

• Initial Complaint

  Date:03/13/2024

  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 7/19/2023 a representative from HOME PERFORMANCE ALLIANCE - ************************* (Territory Manager) came to my home and explained a program they were offering to purchase new windows and installed in my home through the assistance of mysafefloridahomeprogram.com. ****************** explained to me through the help of this program the state would cover (for every dollar I paid, the state would pay $2.00). My financial responsibility would be to pay $13,000.00 and the state would cover the remaining balance which would be $10,000.00. At that time, I informed ****************** that I did not have the $13,00.00 to cover my portion and he informed me that financing was available. I was approved through ************************ LLC, ******************* South Federal **************************************************************. At that time, I completed the required paperwork for the contract with Mr. ******** assistance. I also made it clear to ****************** and later to his supervisor, ********************* that only through enrollment and approval of this program would I be able to go through with the purchase and installation of windows. I was not offered any assistance in completing any paperwork to enroll in this state program as I was informed, they would handle any additional paperwork. I did release a $100.00 deposit to ******************. Please make note that I am legally blind. On October, 10, 2023, I was contacted by Safe Home Inspection that they needed to schedule to come into my home to inspect my original windows. Therefore, I was still assuming my application into this program was moving forward. My windows were inspected, still no word from either ****************** or **************** after this.On November 2, 2023, ****************** contacted me via telephone and informed me that he needed a text from me requesting it to be worded this way: this is *********************************** (649 Masterpiece Dr.). Please start the windows job. Mentally I questioned his motive and request? But as I stated earlier, I am legally blind, I asked a friend to text this msg. to ******************. I immediately contacted his boss ********************* at *************), I informed **************** about ******************** questionable phone call and request for the text and said I wanted to be very clear with him that the contract I had signed with HPA through ****************** that I could only move forward with the purchase of the windows and installation ONLY if the program mysafeFloridahomeprogram.com was still in effect. **************** immediately informed me that this program no longer had any funds to continue assisting ******* homeowners. I was adamant and very clear verbally to **************** that I could not afford to move forward and that this deal with HPA was now dead. After this phone conversation I never heard any response (written or verbal) from HPA, ****************** or **************** nor did I receive my $100.00 deposit.On November 21st, 2023, I was approached by another window company, SunBelt Home Solutions through their territory manager, ***************************** regarding a much more affordable purchase and installation of windows. I discussed with him the former contract with HPA and that it was no longer active. I felt comfortable with ********************** and the offer from SunBelt. I was informed by ********************** that they did not participate in the state financing program. I released a deposit of $8,000.00 and ************* balance would be financed through Aqua Finance Program. I was approved.A date for installing my windows had not been scheduled with SunBelt Solutions but on February 15, 2024 I received a very surprising phone call when the caller identified himself as your window installer and that they would be out the next day to install my new windows. On the morning of February 16, 2024, a non-English speaking young man began the work and continued throughout the day. I was still under the impression this work was being completed by SunBelt Solutions and not Home Performance Alliance since I had not heard from them since November 2, 2023.On Monday, February 19th, 2024 I contacted SunBelt **************** to thank them for the job well done and all their assistance. I was informed SunBelt Solutions had in fact not installed my windows. Still no word from HPA.New windows installed by HPA were inspected recently by Hillsborough County and inspection did not pass. No word from HPA nor any phonecalls or emails have been returned by HPA (************************* or **************.Respectively,***********************************

  Business Response

  Date: 03/15/2024

  To: BBB
  RE: ***********************************
  Date: 3/15/24
  
  Dear ************************ & BBB:
  
  I am confused by the fact a competitor Sunbelt is mentioned in this complaint, where former HPA managers now resides.
  
  I appreciate in ************************ stated in his BBB statement he called them to thank them for the excellent install, but it was HPA that actually
  Installed the job.
  
  I have attached a text message from *********************************** stating that he wanted us to start the window job. It doesnt make sense that there is any confusion
  On that matter.
  
  Both ************************* our Sales Field Representative and ********************* are available for a conference call with me anytime to resolve any issues.
  
  We stand by the fact everything was done correctly, ************************ was cooperative until now when we received these sudden complaints.
  
  I reached out to ************************ last night and today to have a conversation to drill down to what the issues are since the installation. 
  
  Thank you
  
  **************
  
  

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  26 February 2024 Windows have scratches visible by the eye in 3 .places. There is one triangle scratch in one window approx. 2.5 inches long and the other 1 inch long in one window. Another window have a dip. scratch 1.5 inch long and deeper in the glass. This last job was performed by one of the company employe on 26 February2024 around 8.45 morning at the address indicated. I have call the company a few times and on Feb. 28 I received a call indicating that the matter will be referred to the company administrator but till now no one has call. I wait until next week and will make a decision Today 2 March 2024 and no one from the Company has call. The previous contact individual inform me that the chief will contact me, however I have not received any calls.

  Business Response

  Date: 03/05/2024

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

  I spoke with Operations and i was updated that our Director spoke to you. 

  Furthermore he stated that he ordered the appropriate parts that were needed for you.

  I was told that you loved the install and the windows, but you were moved to contact the BBB because the sales rep didn't return your call.

  Please know that we will speak to the opportunity on engagement.

  We are pleased your happy with the install. we will contact you when the parts come in.

  Regards,

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

   

   

  Customer Answer

  Date: 03/07/2024

   
  Better Business Bureau:
  
  I received a call from Mr. ***** manager of the windows company. He was disappointed that my report went to BBB. , However he promises to correct the error with the windows by requesting new one for replacement, and I am glad about it. I also want to thank you for taking care of this and please keep up the good work. WE need people like you. Again, thank you!!.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/06/2024

  Almost 3 months ago I submitted a complaint about . these windows to your. office. The window company was contacted by you and the manager was very upset because. I have complain to you about the problem. He say that he will reorder the windows and that he will let me know. This has been 3 months ago and still I have not hear from them. I also received a call to be prepare for the installment but never show up . Please, I just need to have the damage windows replace I am a retired military with over 30 years of service and do not need to be treated this way. I thank you.

  Business Response

  Date: 05/07/2024

  *********************
  *****************
  ********, **, 34232

  Dear *********;

  Please note that your product is in ready to install. ********* will be calling you to set up an appointment.

  There was an issue with the service tech on the last appointment needing assistance which we apologize you were not contacted on that particular day.

  We will make sure that its completed asap for you.

  Regards,

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

   

   

  Customer Answer

  Date: 05/08/2024

   
  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:02/28/2024

  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 had a double pocket slider installed on Oct 5th, 2023. The 2x4 supports were removed from a load bearing wall to put in the slider. The supports were not replaced. We have sent multiple emails, and photos to Home Performance Alliance and "CC" 8 different contacts expressing concerns of no support being replaced. A County Inspector came out to do the final inspection on Dec. 29th, 2023. The slider did not pass inspection. Since we have been told that the Inspector notes will need to be review etc and the engineers will need to create plans for the County. We spent over $50,000.00 dollars for new windows, exterior doors and 1 slider. On Feb. 12th, 2024, I received a text saying that the engineer is reviewing the photos to put together a specific plan to send to the County. Today is Feb. 28, 2024, and still no word or update as to when this will get resolved. All of this should have been dealt with back in Oct 2023 when it was first bought to their attention.

  Business Response

  Date: 03/01/2024

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

  I asked operations for an update on your service issues. 

  They responded back that t************** required for this revision is going to need 3-4 weeks of review with a civil engineer. We cannot provide it to the county until a Civil engineer can manufacture plans based on the photos taken in correspondence with the install and stamp with his certified seal that the install is code compliant.

  I have set a customer service representative to oversee your complaint so you have a direct to go person.

  Please ask for *********************** in Operations/service @ ************. we will update you regardless when we are at the next step.

  Thank you

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

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21360419
  
  I am rejecting this response because: As I stated in my complaint that everyone has been made of aware of the issues since Oct 5th 2023. The failed inspection was done in Dec 2023. The 3-4 weeks for revision has been over months ago. You were sent photos back in Oct. 2023. It is now March 4, 2024. The job need to be completed ASAP. 

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

  Business Response

  Date: 03/07/2024

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

  I understand your not satisfied with the response being we have to wait for the engineering before we can go to the next step.

  The problem is when you reject the factual information, we are in a waiting period for the engineering to complete. We gave you a contact person assigned to you also, ******.

  At this point we dont have a new answer to post until the engineering is completed. we must answer each rejection with an update. We are informing you and the BBB we are bring transparent with the latest information to complete your project.

  we are more than happy to speak t you directly I will ask ****** to reach out to you today.

  Thank you

   

  Previous response: 

  
  I asked operations for an update on your service issues. 
  They responded back that the engineering required for this revision is going to need 3-4 weeks of review with a civil engineer. We cannot provide it to the county until a Civil engineer can manufacture plans based on the photos taken in correspondence with the install and stamp with his certified seal that the install is code compliant.
  I have set a customer service representative to oversee your complaint so you have a direct to go person.
  Please ask for *********************** in Operations/service @ ************. we will update you regardless when we are at the next step.
  Thank you
  ************

  Customer Answer

  Date: 03/10/2024

   
  Complaint: 21360419
  
  I am rejecting this response because: 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21360419
  
  I am rejecting this response because:

  On Oct 5th 2023, Home Performance Alliance installed a double sliding door. When the door was installed the supports for the header which is a bearing wall were removed. Home Performance Alliance sent out a person to put in drywall to cover up the exposed area of where the supports were removed. On December 28th of 2023 the County Inspector came out. We told him that the supports were removed. The inspection Failed. The County asked to see drawing where the supports were and what was done. On 5-20-24 the County sent back to plans asking for amendments----add wind speed and other items to the drawings. I was told on 6-18-2024 that the new plans should be ready in the next couple of days. July 9th, told again the revision should be ready by Monday 7-15-24 or Tuesday 7-16-24. They were not. Since 7-18-2024 I have sent 9 emails asking about the plans. No one responded. Service *************** has paid HPA for the job. Here is a list of everyone I have sent my emails to. ***********************************, *********************, *******************, *****************************, *******************, *************************, *****************************, ******************. The wall needs to be reopened per the inspector's note from 12-28-2023, then a new inspection. We sent photos to ******************* after the inspection. They were supposed to send someone out to look at what needed to be done. That appointment was cancelled by HPA. They said the engineers could get everything they needed from the pictures. Most of the responses I receive are telling me that the Engineers are working on it. After this is taken care of a new inspection will need to be done. If the new inspection is good, then we will need the finishing trim on the windows to be done. We cannot move forward on home repairs until this is completed. The labels on the windows are starting to peel and cracking off. The labels are required to be on the windows until final inspection. We will also need to get a Wind Mitigation inspection done for Insurance. It has been a run around for months.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/30/2024

  Dear ****:

  I spoke to ******************* today our VP of Operations he stated that the only thing holding us up is for the engineering to be completed.

  We are in a hold pattern and cant do anything  further until that part is completed.

  We ask for your understanding as we are unable to update further until that part is completed.

  if you need a service call to review further., I can have ********************* in Customer relations call you this week.

  Regards,

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

   

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21360419
  
  I am rejecting this response because: The response that was given "we are waiting for the Engineers to complete" is the same response that was given over and over again since December 2023 when the inspection failed. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/15/2024

  This response was taken verbally by the BBB:

  We are waiting for the final approval on the engineering reports in order to move forward with the approval from ********* 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21360419
  
  I am rejecting this response because: HPA is giving the same response over and over again. They are just wording it differently. It should not have taken this long to get the final approval from the Engineers. HPA has known about this issue since October 5th 2023. The county inspection that failed was December 28th of 2023.  It is now August 15th 2024. HPA has had plenty of time to correct the problem. I feel that HPA is putting it off for as long as they can.

  The Inspector said in his notes,......"Gone beyond scope of work, opening #6 SGD has been altered and resized. Work area has been completed and will need to be exposed. Provide a detail on work performed". 

  The door opening was made wider to fit the new sliding door.  HPA has been paid for this job by Service Finance Company.  HPA need to come out and do what was asked of them by Sarasota County Inspection. The original person that came out to get accurate measurements told us that the door would need to be altered. HPA was aware of this before the door was ordered and installed. 

  We were also told that the job would take 2 days for all of the windows and doors to be installed and completed. 

  We cannot move forward on other home projects until this is completed and inspection has been finalized. After the inspection is finalized HPA will need to come back out to put on all the trim pieces for all windows and doors that were installed. Also we are unable to get a discount on our ********************* until it is finalized and a Wind Mitigation inspection is done.  

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

  Business Response

  Date: 08/20/2024

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

  I spoke to ******************* our VP of Operations and he has been calling the ******************* for closure to get your project completed.

  I waited to reply until he had made contact with them. He stated by the end of August he can reasonably state he should have what he needs to get this moving in a positive direction.

  We are open to have a call with you alone or with the BBB to go over anything else. we are currently having to wait for them to complete the paperwork and can not do anything further until they complete their portion.

  Again, we are happy to have a call with you to discuss this in more detail.

  Thank you

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

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

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 21360419
  
  I am rejecting this response because: On Jan. 4th 2024 I was told by ******************* that after the inspection failed on Dec. 28th of 2023 that it will need to go to the engineers. I was told by ******************* on April 26th 2024 that the new plans were uploaded to *************** for review. On May 20th 2024 Sarasota County sent the plans back requesting that the engineers make amends and add wind speed and other items to the drawings. 

  Today is August 20th 2024. Your 3-4 weeks have long gone. It has been 14 weeks. 

  As for ****** reaching out to me today....she did not. 
  
  Sincerely,
   
  *************************

  Business Response

  Date: 08/23/2024

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

  Thank you for returning my call today. as we discussed you have my direct phone number now so communication will be directly with me.

  My apologies for the delay from the engineering. They need one final element which is to have my site inspector come to your home on Monday 8/26/24 to review the trusses.

  You have agreed to have him between 1pm-2pm.Once I have that it will be submitted to the engineering firm then we can wrap it up submit to Sarasota and get you completed.

  I really appreciate your understanding and we are committed to getting you completed.

  ******************* VP Operations 

  CC: *********************** VP Admin.

   

   

  Customer Answer

  Date: 08/25/2024

   
  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:02/18/2024

  Type:Delivery 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 am trying to submit as much information as possible. We went into contract with this company on 11/28/23. They promised a lot of things including a new roof back and room windows. They said they would take care of HOA paper work. I started calling 1st of Dec. to talk about job and to see if I was going to go forward with it. I gave them $100. down and signed a contract to pay the rest. After 2 & 1/2 months of calling I would like to desolve this case and if possible get my money back or at least let me move on. Nothing has been submitted to my HOA. The paper work I am sending shows what they promised. I have had trouble sending this by computer so I was told to mail it.

  Business Response

  Date: 02/21/2024

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

  We took immediate action to resolve your issue. The contract is written under your spouse **************.

  I met with ***** and with the Operations Director. We were held up with issues from HOA and other items. we sincerely apologize for not getting back to you fast enough.

  We were going to call you that we were not able to move forward.  With that being the case we  move forward in the process to refund your deposit and close out any financing that was in place.

  We wish you and ************** all the best and hope this is to your satisfaction.

  Regards,

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

• Initial Complaint

  Date:02/08/2024

  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.

  On 10/13/23 I signed a contract with Home Performance Alliance for them to install new windows in my home. The price was $27,801 and I put $100 down that day, and took a loan out for the remainder. They came to install the windows on 12/29/23. I noticed some of the windows were not the windows I chose and that were in the contract. I informed the installers that they were incorrect but they installed them anyway. They also never installed the kitchen windows because they said they wouldnt fit. They also didnt have 2 of the screens, so those are missing as well. I have called H.P.A. numerous times and have not received any calls back. I talked to a woman who was so rude and condescending, she said she was going to email information on why the windows were incorrect and she was supposed to call me back about the kitchen windows being installed, but she never did. I also spoke with a woman named ****** who said she was going to call me back but I still havent heard back from her or anyone from the company. I just want what I was supposed to get, the correct windows, all of them, and the screens. Im looking forward to hearing from you.

  Business Response

  Date: 02/08/2024

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

  ****** did indeed speak to you, she needed to get the proper information on your project. She spoke to ******************* our Operations Director.

  On your request the reason it was stated on your site inspection that you signed off one with our inspector for the measure was that

  Collier County has Egress rules we must follow for the safety and security of their homeowners. We cant change the size of the opening to a smaller size due to the egress rule. (For emergency escape)

  Again, you signed the site inspection measure which got you exactly what was ordered. (You had to have casements due to the egress)

  Also we have a 3 lite slider in the warehouse which you agreed and signed off on,  and we are ready to install it. (***************************; is reaching out to you on that ) 

   

  ****** & ******* will reach out to you today (2/8/24)

  Thanks

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

  CC: ***********************

   

   

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21258658
  
  I am rejecting this response because: you never addressed why we have half the correct windows and half incorrect. I signed a contract with the windows on the contract that were supposed to be installed and I was never informed that there was any reason that the windows I picked out were not going to be installed. Whats the reason for the incorrect windows? Also, your installers were the ones who said the kitchen window was not going to fit. All I want is the windows I ordered installed. 
  
  Sincerely,
  
  ************

  Business Response

  Date: 02/13/2024

  Dear Mr ************** wanted to respond to your issue further stated. I spoke to ********************** in Operations and she updated me that she spoke to you and that your scheduled to have the replacement installed tomorrow. (2/14/24) Wednesday 

  I hope this resolves your issue and your satisfied.

  Thank you

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

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

• Initial Complaint

  Date:02/02/2024

  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.

  **DO NOT PURCHASE WINDOWS FROM HOME PERFORMANCE ALLIANCE Purchased windows for entire house November 2018. Windows were sold as "lifetime warranty". The windows were installed late January 2019.Within a year, we called to see about getting 1 window replaced. I had no problem, they replaced the window rather quickly.In September 2023, I spoke to **** about getting 3 other windows replaced. He took the information, said it would be about 6-8 weeks. Three months later I called only to find out the windows were never made.I was directed to *********************, explained the window issues. He then started to get very loud and very direct stating that the warranty is "Limited Lifetime".When I questioned him, he began referring to me as "Ma'am", and treating the situation/me, like an idiot.He gave me the manufactures name and phone number, Custom Window Solutions, they contacted me, showed up inspected the 1st window, and said they would remake the window.He then inspected another window and said that Custom Window solutions did not make any of the other windows in the house.Here is it February 2, 2024 and we are still having a problem getting anyone of the phone. Leave voicemails, no return calls. Call they put me on hold, no one ever picks up the phone.3 windows now have purple streaks running through them.Still cannot figure out who made the rest of the windows in the house.HOME PERFORMANCE ALLIANCE IS A SCAM! DONOT PURCHASE FROM THEM.

  Business Response

  Date: 02/05/2024

  Dear *************************

  I see that CWS did take care of their product, but the issue is Softlite. which we understand.

  ********* told me that she had a conversation with you to explain that we are in talks with them to work out a plan to get parts for all our customers requiring Softlite parts.

  ********* will update you on the remaining windows needing service and parts replacements.

  Regards,

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

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

  Customer Answer

  Date: 02/13/2024

   
  Complaint: ********
  
  I am rejecting this response because:  There were approximately 20 photos.  I can only add 5 here.  I have NOT heard a word since they received the photos.  This is not resolved.  Next step, attorney, I guess.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/15/2024

  Dear *************************
  

  I wanted to attempt to be as clear as possible so we have an open transparent discussion. with you. 

  As i noted before but it has been updated we have a agreement with Softlite to do a group batch to receive product.

  Your product has been ordered in the batch and we will update you once it comes in. To best serve you why dont we call you directly with ********* so we can speak to you directly to ensure all your questions are answered which is easier than responding online. we have a solution with Softlite as we noted earlier we had pushback originally on getting the parts they were very delayed to assist us its only recently that we have put together a plan of action with a batch purchase. 

  i asked ********* to call you no later than this Friday 2/16/24. Please take her call or let her know when you can talk to her.

  Thank you

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

  PREVIOUS RESPONSE:

  I see that CWS did take care of their product, but the issue is Softlite. which we understand.
  ********* told me that she had a conversation with you to explain that we are in talks with them to work out a plan to get parts for all our customers requiring Softlite parts.
  ********* will update you on the remaining windows needing service and parts replacements.
  Regards,
  ************
  *************************;

• Initial Complaint

  Date:02/01/2024

  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.

  Around Dec,2022 we got a vendor door to door selling HPA door and windows. We where also informed that that we could apply for a grant ********** assistance for the window and door, high impact windows we order 11 window 2 sliding door 1 main front door Cherry Red, Around Jan 2023 we received our statement so I called All ************ loan ask why this billed if we didn't the windows or doors they explain that HPA got paid for the order. Called HPA to find out when would we get our order no answer left a message no communication from the company days went by called again and again no one to talk to called finally got someone by the name ***** ask why we didn't get our orders he mention that takes time since it is coming from a warehouse and it has to be built no one ever mention that to use . around May 2023 we got a called that the windows and doors was ready to be delivered, we got part of the order 11 windows front window facing the road when installed notice that the window was cracked immediately I informed the guy thinking that it was going to be fix right away ,window to the master bedroom strip was off window didn't close properly or open, window next to the kitchen was installed wrong so it was touching metal to metal damage the middle part of the window then as I was inspecting all the screen for the window notice the pierced on each one of them. after couple months we got the sliding door around July 2023 we got the front main door cherry red only the door and side frame no top in side or out side made our front door look ugly. around September 2023 we got the top white didn't match the door they send the guy to paint it with a brush red door don't match at all call complain left message no communication from HPA no one has come to fix the error still have two color on the door .left message for ***** he said to be vice president also ****************** We have been ignore !

  Business Response

  Date: 02/05/2024

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

  Your parts are estimated to be shipped to us on 2/8/24.

  The trim is in the color you specify, cranberry brickmold./

  When it arrives we will be calling you to schedule your service appointment.

   

  Thank you

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

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

   

   

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21230196
  
  I am rejecting this response because:

  Hi this is ***************************** Complaint ID ******** this is a follow up on this complaint.

  I had an employee from Home Performance Alliance *** come to the house around  February  2023 take a look at the door and mention that he was going to call the office. The employee mentioned to us that another employee from the company was going to come and paint the door again with the correct color. I ask why? it has to be painted if they can just replace the door with the correct color. He mentioned that he is good at mixing the color so why wasn't it done  the first time? Now the outside will have one color different from the inside,  On February 15,2023 the employee came from H.P.A and once again painted the door with the wrong color again! I would like a new  door !  The window in the kitchen is damaged. The metal is rubbing metal to metal. He mentioned that someone will call us from H.P.A,we are paying more than $40,000 for all the windows and doors. Would like the door new and also the window. now it has been painted twice it looks terrible!

   

  Thank You 

   

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

  jcflorida0@gmail.com

   

  Business Response

  Date: 03/08/2024

  ******:

  First Operations told me there was a delay with you to let us install for several months. we tried our best to coordinate with you.

  We researched your information and we will schedule ***** who is a specialist on your door having formally worked at the factory.

  We will call you the start of the week, 3/11/24 to review with you.

  Regards,

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

  ********* B 

   

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21230196
  
  I am rejecting this response because: This response was taken verbally by the BBB:

  At this time we have not had the work competed. We have not heard back from the business from our calls. 
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 07/10/2024

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

  Thank you ***** for your time on the phone today. I will email this response to the BBB directly to the email you gave me so its on letterhead and we have  a paper trail l on everything we will do to make this project complete.

  I understand your husband was unavailable for this call today but you will relay everything to him.

  First step on the door, The cranberry Advisar door we know the trim does not match the door that came in from the factory. It can be related to the elements to the trim put on later. regardless we have reached out to the gentleman already we discussed that actually created some of the stains for the factory and works with a stain and paint group exclusively  now. he is the expert we have agreed to use. you have agreed to give us this opportunity to have ***** go to the home and respray/paint the door and trim professionally with a special factory paint that is used for these doors. we are paying him to do it its on us to make this right for you. we also agreed when its done if there is an issue we will revisit with other options but we agree to try this first. he has been contacted today and he has your address he said he is going to contact you sometime next week stay in touch with me directly to ensure your issues are being resolved to your expectations.

  Kitchen sink window you are going to send us a picture of the window so we can forward to factory for warranty coverage. you told us today that window has condensation. Once reviewed we will react or again call me directly on my cell phone.

  Screens, you stated 6 of the screens has a small gap that they are loose. we told you the factory allows a gap within a certain amount so they can be removed. we asked for pictures and measurements so we can see if they fall into that realm. we can send someone by if you have difficulty.

  I am emailing this to you tonight and we will have a follow-up call this week so we can review the pictures together.

  regards,

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

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

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

   

   

   

  Customer Answer

  Date: 07/27/2024

   
  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:01/30/2024

  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.

  The sales people from this company refused to leave our property after repeatedly being told to do so. We own the streets, not just the homes. I had to contact the ************* police just to have them removed.

  Business Response

  Date: 02/02/2024

  ***********************
  *************, ** 33782
  

  Dear Sir

  We appreciate your concerns and first wanted to address the fact that we have the right to give out free information with our first amendment rights.

  At the same point we want to respect your wishes. We have made sure that our team honors your request and it has been noted by management in our system.

  Thank you again for reaching out.

   

   

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21216292
  
  I am rejecting this response because:

  1. The first amendment applies to public property, not private property. We have no trespassing and no soliciting signs throughout our property. We own the entire property including the streets. The streets are NOT public. We actually own them.  We actually refused a request from ************* to annex our streets.  Your people were told this and refused to leave. 

  2. The first amendment can be restricted in time, place, and manner as long as that restriction applies to everyone and the government has a compelling interest.  There are many times that your access to both private and public property can be restricted through force of law. ************* has an ordinance which does not allow door to door soliciting. The police have made it clear should they catch you violating this ordinance your solicitors will be cited and potentially arrested. 

  3. A writ of trespass has been signed with the ************* police by our HOA board. Should you enter our property again without consent, no warning is required or will be given. We will call the police immediately and your solicitors will be arrested. 

  Just a FYI. As ***************** I is private property, each resident of our condo community has the legal duty to protect. That means if your people return here and we tell you to leave and we can't a hold of the police in a timely manner, we will do what is necessary to remove your staff from our property and protect our residents.  Our residents will stand in front of your solicitors and prevent them access to any of our residents in the meantime. We will record what you are doing and should any of your solicitors assault a resident, we will again absolutely press charges. We have many elderly people here who frankly get freaked out when people come to their doors unannounced. 

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

  Business Response

  Date: 02/12/2024

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

  We have reviewed your latest response and as we stated before we respect your wishes.

  Yes political parties do door knocking also for candidates during election time its a way to get the word out on their candidate and its part of the first amendment.

  Our teams simply give out free information to those interested, and yes its your right if your not interested and as stated we have updated all departments to review and honor your request.

  We certainly appreciate your thoughts and again I hope this answers your question. We feel we have answered all your questions and wish you all the best.