Complaints

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

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• 

  Home Performance Alliance, Inc.

  11399 16th Court North Suite 100 Saint Petersburg, FL 33716

• 

  Home Performance Alliance, Inc.

  2850 Scherer Dr N STE 550 Saint Petersburg, FL 33716-1022

• 

  Home Performance Alliance, Inc.

  6360 Presidential Ct STE 3 Fort Myers, FL 33919-3501

• 

  Home Performance Alliance, Inc.

  13830 Jetport Commerce Pkwy Fort Myers, FL 33913-7725

• 

  Home Performance Alliance, Inc.

  1780 102nd Ave N Ste 500 Saint Petersburg, FL 33716-3603

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

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had windows installed and they are supposed to have lifetime warranty but 1 is broken and I have called over 20 times. My call gets sent to a voice mail but I never get a response or a return call

  Business Response

  Date: 02/02/2024

  Dear Ms ******************** are as frustrated as you. ********* and ****** in our customer service have been working with us on a plan with the former supplier softlite. we had some issues we had to work out and they were backed up.

  we want nothing less than to take care of you as quickly as possible.  we are working on a plan of action with them on supply parts for other customers like yourself in a package and will be getting back to you. This is what is holding us up.

  why dont we set up a call with you next week to go into more detail so you will see its in our plans to do the best we can to complete your project but this issue has held us up.

  We will attempt to call you next week. ********* will be reaching out. 

  Thank you

   

   

• Initial Complaint

  Date:01/22/2024

  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.

  My father, who has memory problems, accidentally contracted with two window installation companies. He was led to believe (by Home Performance Alliance) that he would be getting a major project for free. The sales representative (*************************) completely ignored my father whenever he asked. When the inspector cane to take measurements, my father again asked, and was again ignored. They tried to get us to break the contract with the other company (after stating that they would handle it), and the other company refused. HPA refused to let us cancel our project with them, even attempting to get us to sideline the other installation company (Power) through the city. We agreed to keep the contract with Power, but HPA flat-out refused to cancel. They've tried to tell us to ignore Power and told us that they wouldn't dare oppose HPA because of their legal team. HPA uses intimidation tactics to get their way.

  Business Response

  Date: 01/22/2024

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

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

  We are surprised with your letter to the BBB as we had a Manager at your home that day, ********************* with *************************. The meeting and project went down in a very different manner.

  In fact we went out of our way to take care of you along with the fact that the son if that being ****** was with his father during the entire presentation and contract.

  Here is a statement from ********************* which explains the situation in great detail: 

  "I was with ***** on this lead when it was sold, both the son and the father were there and coherent. ***** did not say or lead them to believe the project would be free and we double and triple checked that they understood they would be canceling the Power deal to move forward. ***** even went back and visited, not ignored, to help them get the permit moved to us through the city which they agreed to and the whole reason we were at their house is because they only did partial project with power but we were able to help them get approved for their whole house and new door."

  This statement shows we were there to help them and make it work. we have already reached out and left messages for you, as we have gone out of our way to assist you since the beginning

  Thank you

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

  **********

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

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21179456
  
  I am rejecting this response because:
  We tried multiple times to get the project canceled and were argued down until we caved due to stress. Arguments were made to the effect that the money we'd save on our power bill would cover the cost of the work (the savings wouldn't balance out the $255/month payments).  They tried to reassure us that they'd handle Power, but we had no guarantee of that (never talked to any legal representative). The whole ordeal has been incredibly stressful and hazardous to my father's health. We also had no reassurance that the windows already installed by Power would not be wasted time, effort and money. Our financial security is at risk.
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/26/2024

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

  We spoke to our Sales manager that was in your home with the representative (*************************) . we reviewed your rejection to our earlier response.

  *************** has responded with the following response to the you and the BBB as our second response:

  Having been present for the presentation, what ***** and I abundantly checked and made sure that both of you had full understanding that by cancel the power contract for partial windows and getting full windows and door with HPA that the difference in cost per month would balance not just from energy. Though I cannot remember the specific monthlies it was that spending approximately $150 a month for Power contract with an electric bill of $150 equals $300 per month for partial windows... or all windows and door for $225 a month and a power bill of half at estimated $75 a month is the same $300 a month but a better use if the same money. No one made any promises that power savings alone would cover the $225. Then ***** made sure you had the information for canceling Power and even offered to help where possible with the goal of helping you and your father. The finance company even needed proof of income to confirm the financing which you and your father provided so I don't understand why the accusation is that we operated any thing other than professional. We follow all laws and try to handle these situations carefully and with full transparency and you and your father signed with that understanding. And even signed a form several days later allowing us to assume the permit since ***** has already decided to not install the job due to it being canceled. I assume from fear and possibly regret you tried to cancel the contract outside of the given 3 day window that the **************** allows and you not after we had ordered the product and spent considerable time and money to help you did the conversation turn to accusation. I stand behind our salesman and company that no wrongdoing took place. 

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

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21179456
  
  I am rejecting this response because:
  

  
  

  We do not agree with your portrayal of events and reject your response.

  Here is how the events unfolded:

  Only the sales associate, *************************, was in attendance for the windows presentation on December 14th, 2023. ********************* was not present in our home that day. 

  ************************* understood that we were already committed to having Power install our windows with the first contract. My Dad only signed the HPA contract because ************************* said he would take the previous contract, with *****, and promised to get it cancelled. ***** took the Power contract when he left. 

  ***** was not able or did not try to cancel the first contract as he had stated. Power installed their windows in our home last week. 

  HPA, through *************************, orally confirmed that they could and would be able to cancel the contract with Power. Without that promise from *****, we would not have considered signing another contract with HPA. To reiterate, ********************* cannot confirm anything that took place that day since ************************* was the only HPA representative in attendance. 

  Our position is that the contract with HPA should be canceled because we were coerced into signing it based on the premise that the other contract with Power would be canceled. 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21179456
  
  I am rejecting this response because:
  

  After not hearing from HPA for over 2 months, and with the original complaint closed, we thought the matter closed and resolved. Now, we have received a text message about installing the windows we don't want. This is further harassment from HPA.

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

  Business Response

  Date: 05/13/2024

   

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

  First and foremost, Home Performance did nothing wrong we had the Manager as a witness to the contract day as stated below by ********************* who gave a full disclosure to the BBB on that day.

  second, there is no harassment as you recently stated. We had a contract signed. days later we sent a site inspector to do a final measure and then a few days later we ordered the product. we did everything in proper 

  order. 'What happened is that you  decided to cancel past the buyers right to cancel and write to the BBB to attempt to cancel past the point of it being ordered in the system. HPA did again we did it correctly, you were present on that day as ********************* stated.

  Yes ******************* did call you to install the product as we thought after everything was explained  you understood our point and we would work together. in a proper manner.

  ***** and I would like to speak to you and see if we can work something out as a show of good citizenship. We are going to reach out today lets have a proper discussion and work something out to satisfy all parties. But please understand we did everything proper when we ordered your custom product.

  Thank  you

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

  ********** +

   

   

   

   

   

  TeMESSAGE FROM BUSINESS:
  
  Dear ****** & *************************:
  We spoke to our Sales manager that was in your home with the representative (*************************) . we reviewed your rejection to our earlier response.
  *************** has responded with the following response to the you and the BBB as our second response:
  Having been present for the presentation, what ***** and I abundantly checked and made sure that both of you had full understanding that by cancel the power contract for partial windows and getting full windows and door with HPA that the difference in cost per month would balance not just from energy. Though I cannot remember the specific monthlies it was that spending approximately $150 a month for Power contract with an electric bill of $150 equals $300 per month for partial windows... or all windows and door for $225 a month and a power bill of half at estimated $75 a month is the same $300 a month but a better use if the same money. No one made any promises that power savings alone would cover the $225. Then ***** made sure you had the information for canceling Power and even offered to help where possible with the goal of helping you and your father. The finance company even needed proof of income to confirm the financing which you and your father provided so I don't understand why the accusation is that we operated any thing other than professional. We follow all laws and try to handle these situations carefully and with full transparency and you and your father signed with that understanding. And even signed a form several days later allowing us to assume the permit since ***** has already decided to not install the job due to it being canceled. I assume from fear and possibly regret you tried to cancel the contract outside of the given 3 day window that the State of Florida allows and you not after we had ordered the product and spent considerable time and money to help you did the conversation turn to accusation. I stand behind our salesman and company that no wrongdoing took place. 
  ********************;ll us why here...

• Initial Complaint

  Date:01/19/2024

  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 July I was contacted by HPA Home Performance Alliance regarding Hurricane Impact Windows. A sales representative then came to house on 7-25-2023 and sold me 3 windows for the back of my house, and a set of French Doors custom painted doors. I paid $18,800 in total. Gave my deposit on 7-25-2023. Installation was on 10-24-2023. The installers scratched the paint on the doors, broke a tile on my floor, left window adhesive all over my newly painted house in places it should not even be and neglected to leave the door plug or trim. On 12-12-2023 a rep came out to inspect my complaint, he filled the holes with brown wood filler (my doors are white), left no trim to cover the holes, took pics of the paint damage to the doors as well as the other issues and said he would have office call me. It is now 1-19-2024 and my issues are still not fixed, I have called the office and left messages weekly, text the sales person and sent pics, and to date my issues have not been resolved even though contract say they have a lifetime warranty. Each time I call if I do get someone on the phone they take a message and say they will have an installer call to come out, yet here I am still waiting. My doors look like *************** handyman installed and absolutely do not look like a $18,800 professional job was done. I am looking for assistance in getting this company to come fix what they did not do, repair items they broke and honor their contract. They were paid in full on day of installation. My next step will be to 1st call a news station to warn others and then seek legal judgment against them if BBB is not able to facilitate an agreement from them to resolve my issues.

  Business Response

  Date: 01/19/2024

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

  ******************* our Director of Operations reached out to you 2x today without success.

  He believes  you need some paint work done and has dispatched the painters to go t your home to start the process.

  The painters will reach out to you directly to schedule a time.

  Please call ******************* back to address any other issues.

  he left his cell phone.

  thank you

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

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21167644
  
  I am rejecting this response because: **** absolutely did not try to reach me today via phone attaching screen shot of calls received today as proof. Additionally, my voice-mail is full thus there is no way he could have even left a message, nor did I receive any text from him. On Friday I did get a call from ********* after your agency forwarded them my complaint and she was going to get back to me with the name and number of the paint company once **** was out of meetings. Needless to say I did not get that information either. ********* did send me a text stating **** was in meetings all day. As you can see these are the tactics this company uses to get out of doing the work I have paid for, by either not answering their phones, not returning any of my messages or text that I sent on average twice a week since December, not until you the BBB got involved. A consumer should not have to file complaints in order to get services paid for done. I did receive a phone call from ***** a contract Painter who is coming out tomorrow, however I would like to keep this file open until all my punch list items are completed. I am still hopeful this can be resolved . 

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

  Business Response

  Date: 01/26/2024

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

  We reached out to ******************* our Operations Director to get an update

  **** stated in his response in email on 1.19.24 that he could not leave a message:
  
  Message could not be left for ********************* as her voice mail box is full. @ 10:55
  
  He  did however send to the painter to go and correct as it appears to be millworks door needing paint and touch up paint

  You should have this update with the painters already.

  Thank you 

  Customer Answer

  Date: 01/28/2024

   
  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:01/19/2024

  Type:Sales and Advertising 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 started the process to receive 5 windows with them in early July 2023. We were sold on a loan that was no interest if we paid the balance within 2 years, a government assistance program that would pay us over 1/2 of the window cost (which since has run out of money and closed applications). Windows should have taken 2 months, start to finish according to the sales rep. ** this day, no windows, a loan that has interest accruing at a high rate of speed, and no communication from the company. I have called numerous times and only get a voicemail. I have received no call backs from them on any of my issues. Have left a message for the cancelation person as well with no response. This is the worst customer service I have ever received. And it doesnt help that we have thousands of dollars in a loan right now that is just growing and growing. Our sales man straight lied to us and was selling us all the right stuff with obviously nothing but falsehoods.

  Business Response

  Date: 01/19/2024

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

  We appreciate your feedback. as discussed on the phone today with *****, our Customer Experience Manager.

  per the discussion ***** will meet with you and ******************* tomorrow, January 20th **** @ 11am.

  Thank you Sir

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

   

  Customer Answer

  Date: 01/22/2024

   
  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 as of this moment. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/19/2024

  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.

  Contract with this company was made on Oct 6, 2022 Most of the windows were installed March 2023, installers made damages to my home which were not taken care of until October 2023 , which was after the county inspector was finally sent out 6 months later Ongoing problem, after 6 months of the final window installation, last month a man and his helper came out to fix damages done by the installers.As noted to the 'repair' person at the time, there are 2 warped pieces of the window that need replacing, some window plugs and that needed to be supplied and installed, some stickers not removed At that time the helper spray painted some of the stripping on my driveway,, with dark brown paint, like who sprays paint on a driveway with no stains?.I was assured that the driveway painting would be power washed and missing parts and warped parts would be replaced 2 texts to the repair contractor, no results Left a message with the company today,, in the past I have left many messsages with no respones Would appreciate this nightmare be concluded and put behind me Would never recommend this company

  Business Response

  Date: 01/19/2024

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

  Thank you for calling me back today so we were able to connect and get everything in order for you.

  To recap our phone call:

  1.) We will have ***************************** call you directly to do the power wash and any other painting that's needed.

  2.) Your trim is ordered for the damaged ones we expect about two weeks. also we will do the plugs and trim when we come to your home.

  3.) you will call me directly if your unable to reach your assigned advocate, ********* as you have my direct line.

  Thank you

   

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

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21165610
  
  I am rejecting this response because:

  No one has contacted me about pressure washing my driveway as stated in their response

  2 weeks will be this Friday, will see if they have the missing parts ready to install

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

  Business Response

  Date: 02/02/2024

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

  You are correct you contacted us already and you should have been updated by now. Our apologies.

  you sent the pictures to me of your driveway and I ordered the service ticket. 

  Our team will call you on the next business day.  

  Regards,

  *****

  *********;

  Customer Answer

  Date: 02/26/2024

  I contracted with HPA October 2022, windows/doors were installed Feb 2023. I have already filed a complaint about this company and some issues are still not resolved. 2 months ago some of the issues were resolved due to damages made during installation. At that time the contractor took pictures of missing parts and 2 warped pieces that needed replacing. 4 weeks ago, in response to my first BBB complaint, I was contacted by HPA stating these issues would be a priority. Well,, I have called and sent messages with no response. I need for these missing parts and warped pieces to be installed and be done with this company. I would not recommend this company to anyone!

  Business Response

  Date: 02/27/2024

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

  Thank you for your time today. I wanted to first say i am pleased that good with the power wash we completed and the painting with *****************************.

  you told me you wrote the BBB again because you have been waiting for the trim to come in to replace the ones that are warped.

  Its been ordered by ********* as noted and we should have it in the bronze color in about two more weeks. To ensure your getting an answer you can reach out to me directly I gave you my direct number.

  Thank you for your understanding.

  Regards,

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

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21165610
  
  I am rejecting this response because:

  I am not rejecting this response,, I just would like HPA to follow through with what they said would happen

  2 weeks goes into two weeks and its been 3 months of the same statement,, parts will be her in 2 weeks
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 04/08/2024

  I contracted with this company Oct 2022, It's still an ongoing complaint The parts to complete the job were lost by the company and ***** with this company said it would be taken care of within 2 weeks,,2 weeks, like 5 times 2 weeks ************ lost the round window to complete the window job early 2023 and finally found a month later and installed, this was after the initial install in February And then there were warped parts that needed replacing, only being installed a few months before! So, how can this company stand by their claim they will take care of their customers by the warranty agreement, YET, they can not complete this job? I am highly unsatisfied with this company and would not recommend to ANYONE! Texts to ***** or anyone at this company have gone unanswered so it is very frustrating I would like resolve with this comapny, it;s gone on way tooo long!!!

  Business Response

  Date: 04/09/2024

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

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

  **** and I wanted to follow-up from our phone call that your confirmed for April 26th 2024 a Friday between 12pm & 2pm.

  **** is assigned to your case so he will be calling you directly with updates. If you should have any issues please call him either on his cell which he text you tonight or the landline ************ at extension 1044.

  Thank you

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

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

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Seeking conformation the order was cancelled. Contract was signed with no depost on 1-12-24. informed *************************, territory sales mgr after doing additional research I would not be going with HPA, was exercising my three day right of cancellation on 1-13-24. He said to fill out page 6 of the contract. I informed him that he hadn't emailed me the contract yet, ***** then said he would send it later that night. Called him again the next day and left voicemail to send contract, still nothing. 1-14-24 Called *****, another voice mail. Called company HPA 1-15-24, talked with ********, she said she would contact ***** also. 1-16-24 Again, called *****, nothing, Called HPA Syvania looking into it, but nothing happened. 1-17-24 Called HPA again telling them like every day i was cancelling the contract. This time she referred me to *********************** in their finance ***** Left him a voice mail, no return call, called ***** again the next day, still nothing. All I'm looking for is conformation of cancellation. And I did record some of the calls. Going through this I now know i did the right thing cancelling the contract. Poor customer service.

  Business Response

  Date: 01/19/2024

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

  Thank you for giving both our branch Manager in ************************************ and myself the opportunity to listen to your issue so we could work to resolve it to the best of our ability.

  we realize you reached out to various individuals and did not receive a timely response back.

  We are always looking for opportunities to improve our business and appreciate your time. As promised your account has been closed out and we hope we may have the opportunity to work together in the future.

  Regards,

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

  Customer Answer

  Date: 01/22/2024

   
  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.

  Going forward, better customer service would have avoided all this. But thank you for owning up to your problem and resolving it. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a walk-in shower installed October *****, 2023. The original plan was to have a niche and 2 shower doors installed. Per the Contractor, they were not going to be able to do the niche and it was decided that I would only need one door. I have been trying since October to resolve the issue of the final quoted *****. I've spoken with or left messages with everyone from the salesperson to the finance company with no return calls or resolution. I have no issue with the work that was done, only with the fact I don't want to pay for something I did not receive.

  Business Response

  Date: 01/18/2024

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

  To Update; ***** and ** in **** Operations spoke to you and explained the door you received  and that you were not charged for two doors.

  Regarding the niche, we are issuing you a customer satisfaction check refund (you know the amount) to be mailed to your home overnighted.

  We appreciate you and please call ***** directly for any other issues in the future.

  Regards,

  *****

  CC: Sarah 

   

• Initial Complaint

  Date:01/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had impact windows installed in August. Paid the contractor in full less than a week later. It is now January of **** and they put a lien on my home. I have a paid in full invoice from August. When I try to contact the company no one answers and no one calls back.

  Business Response

  Date: 01/11/2024

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

  As I responded on ****** to be clear  you had a Notice of Commencement, (An *** is different from a regular lien) which is completed to start work by a contractor to work on your property. Then a permit is issued for the next step. When we are paid in full sometimes customers come to us to release them as they may be doing a refi and need it released sooner as they expire on their own in a year.

  You were installed by the way on September 6, 2023. We do *** releases all the time for customers when requested.

  You called ********* and we both spoke to you and you came to our office this week and we did the release of the *** for you in person which we were happy to do for you.

  We wish you all the best thank you.

   

   

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21122255
  
  I am rejecting this response because: The lien should have been released when you were paid in full. I shouldnt have had to take half a day off of work, drive an hour each way, and wait an hour for some simple paperwork to be done. This should have been resolved last week between your company and the title company.

  The ONLY reason it was done was because I personally went down there.

  
  HPA has already received $18400 for my windows. I should be reimbursed for my half day of missed work and gas to and from ***********, which would be about $200. 
  

  HPA is messing with peoples homes, time, and money. I would suggest you start picking up your phones, replying to voicemails and emails, and train your staff on proper customer service.

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

  Business Response

  Date: 01/12/2024

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

  As i explained earlier a Notice of Commencement is a document that is executed when a contractor starts a project on a home, whether its AC, Roof, windows, etc. Then a permit is filed.

  In most circumstances it just expires on its own. we always tell customers if they need it closed out sooner if they are doing a refi etc.. we can easily do it for them once the project is completed and the inspection is done.

  Again, you stated August your project was completed  but our records show you were completed in September 2023.  We moved to a new building in September and many logistics had to be worked out. ********* does not have records of your calls but she was the one that interacted with you the day you came to our new offices to have your NOC released.

  During Covid we were assisting numerous consumers with their NOC's who were trying to do a refi during that time.

  In closing we do our best to work with each and every customer and we hope when you need future service for your product you will be please.

  Thank you

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

   

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21122255
  
  I am rejecting this response because:
  

  There have been so many excuses used by ********* and ***** for why this wasnt resolved without me having to take half a day off work and drive an hour each way to have a paper signed and notarized. Again, it should have been done when the work was complete and you were paid in full. Since it wasnt done then, it should have been done when ***************************** started calling and emailing on 1/5. Her and my calls and emails should have been returned without having to physically show up at your office and wait almost an hour for some paperwork.

  Again, I feel I am owed at least $200, really HPA over charged $6000 for the windows, but that is for a later time. My time off work and the gas to and from your office would be $200.

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

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling Home Performance Alliance (HPA) for a year now, to their warranty ***** regarding windows that I bought from them, under Lifetime Warranty, that need servicing/replacement. I have left about 20 messages, nobody ever calls back. Left messages with their warranty ***** ******************** and *********. On one of my calls on 6/6/23, the *** *****************, answered the phone, and said he would have *************************** me to take care of my warranty items. She did call, and ask me to text her pictures of the problem windows, which I promptly text to her, she confirmed that she received the pictures, I asked what's the next step, and she said someone would be in touch with me within 2-3 weeks, it's now been 7 months, nobody has reached out, and she stopped responding to me as well, since that last message, even though I've messaged and called her several times. I continue to leave messages with the warranty ***** and nobody calls back, nobody ever answers the phone except for the receptionist. I tried emailing the *** ***************** recently, and no response. Considering the amount of money I spent on these windows, top dollar, you would think their customer service would be the best, but far from it, nobody ever answers the phone, or calls back, for over a year now, absolutely ridiculous!

  Business Response

  Date: 01/10/2024

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

  We have had delays with the manufacturer we used back in 2017. (SoftLite)  We have the ability to take care of some of your issues sooner which we will discuss when we call you.

  We called you today and left messages on both phones. We are reaching out to our supplier to do our best to get all the parts you need.

  If we have to schedule various service visits to get you squared away we will without issue.

  I have ********* calling you again directly to set up an appointment. her direct number is ************.

  We will get your service in order.

  thank you

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

  ********* B 

   

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21111674
  
  I am rejecting this response because:

  This response was taken verbally by the BBB:

  We have called and text the number the business has provided and have not received a returned call or been able to reach a person to speak with. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/26/2024

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

  ****** our Warranty Manager spoke to you this evening to address your issues.

  You provided him with your windows location that had the issues. The *** in your living room will be inspected and corrected by ********************* CWS your factory.

  he provide you with their number. The windows in dining room and master bedroom are from Softlite a factory we are having delays with.

  ****** explained to you to give us time to receive parts.

  thank you 

   

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21111674
  
  I am rejecting this response because:

  This is the second time I have given this information about which windows, the first time was back in June of 2023, to ********* in Warranty, and for 6 months, I received no response, nobody would return my calls to let me know what was going on. In 6 months, nothing was done. I didn't get a response until I reported to the BBB. Last week I tried calling again for an update, and nobody responded, ********* completely ignores my call and texts, along with ***********************. Lenox only called after I called the BBB again. So it's great that he called me now, but I will not be satisfied with this issue until my windows are replaced. Their track record of calling me back is terrible, so I have no confidence that this will be addressed until the windows are actually replaced.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/09/2024

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

  Dear Fides,

  ******************* our Operations Director has just left you a message. He explained as we have done with other SoftLite customers (Softlite is a former factory we used that has been slow to send us our parts)

  ***** has finally been able to set up a batch plan with Softlite to get the parts we need for customers of ours that had softlite as their window in the past and had issues for service.

  ***** left you a message that we have the order in for you and other customers that used that product and its due in by the end of the month or by the start of march.

  We will keep you updated and for the record with my 8 years at HPA i always call folks back if I missed your call i sincerely apologize.

  Thank you

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

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

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an unfinished 2023 project with exposed elements & incorrect items installed. I have made numerous attempts to contact Home Performance Alliance (HPA) & all attempts have been ignored or unresponsive I signed a contract on 3/22 for all of my windows to be replaced as well as a new door. install: 6/29. Windows were installed correctly but they installed the incorrect door. I was told to contact HPA so they could "paint" it to fix the issue There was also exposed stucco inside and outside about a week later, a company came to fix the outside stucco but they forgot one window. one window is STILL exposed to elements that has no seal for outdoors. 7/26 called *********************************** (GS) my sales rep saying I needed help on how to finish my project (fix the stucco outside and inside and get the proper door or get it painted)7/27 ******* said "*********" would follow up 8/2 Text GS - Said I received no attempt to contact me 8/11 Text GS again saying still no attempt to reach me via phone, text, or email 9/14/23 Text GS again as still no attempt to reach me. he said "I will have an answer ASAP"9/18 GS advised "Still working on getting someone to reach out"9/21 I submitted a request for contact on the HPA website of (spoiler alert - No one ever reached out)9/29 - text GS asking for the info of a supervisor. received no response 10/9 called CS *************) - advised they cannot transfer me to a supervisor & would pass the message. They mentioned ***************** (spelling?)10/13 called CS again & was told they pass my message 10/17 called CS. this time I was advsd that ******************************* (ER) was a ************** could transfer me to her. No one answered. I left a VM with all my contact info 10/24 left another VM for ER 10/31 left another VM for ER 11/8 ******************************* (***** specialist) emailed me. I asked for help. SA "forwarded" my rqst so someone would reach out 11/9 Text GS I STILL need help.11/21 advised GS I would file BBB complaint 11/28 no help. Filed BBB

  Business Response

  Date: 12/05/2023

  DEAR *******************:

  YOUR USING A GOOGLE ASSISTANT WHEN ****** CALLS YOU HE CANT GET THRU TO YOU.

  WE WILL GIVE YOU A DIRECT NUMBER TO CALL **: ************.

  WE ARE READY TO COORDINATE A SERVICE CALL FOR YOU.

  OR EMAIL ********************************

  OTHERWISE WE ARE IN YOUR AREA ON 12/14/23 ALL DAY AND WE CAN STOP BY TO ESTABLISH CONTRACT AND GO OVER YOUR NEEDS.

  REGARDS,

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

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