Complaints

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

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  High Performance Homes Inc

  4200 SE Columbia Way STE C Vancouver, WA 98661-5572

  
• 

  High Performance Homes Inc

  4660 Main St Ste 600-2 Bldg D Springfield, OR 97478-4021

  
• 

  High Performance Homes Inc

  914 D St NE Ste 102 Auburn, WA 98002-4163

  

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

• Initial Complaint

  Date:05/10/2023

  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 had this company come out and install a roof. During their stay, they did not properly secure the roof before leaving, and it leaked and caused damage to the inside of the house that was not addressed. They left trash in my flower beds. No one on the crew spoke English, and we needed to communicate with them, causing a safety issue. The transitions on the roof were not of quality and unsightly. They charged for the removal of nails and could not produce proof that the nails they removed were from my house (I feel this was a scam). They replaced the wood and roof on my awning it is leaking and sagging. They refuse to do anything about it. No communication.

  

  Business Response

  Date: 05/10/2023

  Dear ********************, 
  
  
  Thank you so much for bringing these issues to our attention. Your High Performance customer journey is a top priority to **. We pride ourselves on creating lifelong clients through the best customer experience possible and it sounds like to date, you have not had the normal High Performance Experience.  
  
  
  We understand your home is your safe space and one of your biggest investments. We take the responsibility of caring for your home seriously. To hear of these issues is disappointing, and we can understand how disappointed you feel right now as well. We want to sincerely apologize on behalf of everyone at HPH for the inconvenience and any stress or frustration these issues may have caused. 

  
  We can report that our install manager has committed to working with you towards resolving these issues and is planning to visit you tomorrow morning to begin the needed corrections. We can assure you, ************** will do his utmost to correct these issues.
  
  
  Additionally, we have begun conducting an internal investigation in order to document and appropriately address the process gaps that caused the issues, to see how we can turn this around for you, and to ensure this type of issue does not happen again.
  
  Please feel free to reply to the email we sent you earlier today if at any time you are experiencing communication issues during the resolution process.We make the commitment to be respectful, professional, and polite in all community interactions, and again sincerely apologize for your experience.
  
  Respectfully,
  High Performance Homes

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20043284
  
  I am rejecting this response because:

  I have heard this exact sentiment come from your supposed managers and here I am almost a year later still fighting. You already had someone come out and they instructed your company what to do and when you came out you only addressed one of the aspect your qualify inspector you sent out recommended. It has been my experience with your company that you do the very least in hopes to shut customers up and I am tired of your words. I need action. I have received poor customer service, over priced service, and have been scammed by your nail pulling charge (I have discussed this with other roofing contractors and they have all said its something that is used in the industry to increase install price). So no I do not believe you or your hollow response. 

  As far as an internal investigation this is hilarious nothing will happen. Again a hollow response with on real value or follow through.

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

  

  Business Response

  Date: 05/11/2023

  We are in communication with this customer. Our install manager visited the customer's home today 5/11/23 and made a punch list of items they will fix to the customer's satisfaction.
  

• Initial Complaint

  Date:03/21/2023

  Type:Product 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.

  Late January 2023 I agreed to have siding work done on my home but changed my mind before the docusign was complete or a start time was agreed to. The additional contract adds on he said was picking colors was actually add ons they can add playwood and all sort of extras they can raise the price with;and ***************************** poor product knowlege was suspicious but the lieing about what was on the docusign is real bad it destroyed any trust between us.I called him 2-11-2023 to cancel. I just recently called them to ask where is my $10,000 dollars is. They said they would call right back a few days ago and I have not received the call they promised.

  

  Business Response

  Date: 04/03/2023

  Dear **************,
  
  
  Thank you so much for your feedback. Your High Performance customer journey is a top priority to us. We regret that you have not had a normal high performance experience thus far, and we sincerely apologize for any inconvenience.
  
  
  We are committed to listening to our customers' experiences so we can continually improve. We were able to conduct an internal investigation in order to document and appropriately address the issue. Here is what we discovered:
  
  
  1/18/23 The contract was signed via Docusign.
  1/18/23 $10,000 deposit received.
  1/20/23 The welcome call/email to schedule the job was done. The customer never responded.
  2/8/23 The addendum (attached) was sent for the color and product verification. As shown, there are no add-ons or additional costs.
  2/8/23 The customer blocked the project estimator's number so we could not reach him.
  2/10/23 The project estimator called the customer from an office line and reached him. The customer said he would sign the addendum the following morning. While the customer mentioned his delay to sign the addendum was due to health issues, there was no mention of cancelling the job.
  2/11/23 The customer texted the project estimator that he was "No longer interested in siding" (attached).
  2/11/23 The customer's info was passed to the project estimator's manager who attempted to call and did not reach the customer.
  3/17/23 The customer sent an email requesting a refund, stating he requested to cancel on 2/11/23, which is 24 days outside of the three day rescission time frame (Section two, page five of the contract, attached).
  3/17/23 Project estimator manager called the customer who did not answer. 
  3/17/23 Project estimator manager sent a follow up email to the customer and the customer did not respond. 
  We have no further records of the customer reaching out to request to cancel or to request a refund.
  3/22 HPH received the customer's ******************** complaint.
  3/22 HPH began this investigation.
  3/23 HPH received via certified mail a 30 day notice of intent to file a complaint with the *** board.
  3/24 Project Coordinator initiated our exit interview process to cancel the job with the customer. 
  3/28 Project Coordinator sent notice to cancel letter to the sales team.
  3/29 The customer has not responded to any communication from HPH.
  
  The customer has neglected to return any calls or emails to complete our exit interview process. Per the signed contract, the resolutions available are: 
  1. Complete the exit interview and pay the exit fee of 33% 
  2. Continue with the job
  
  We make the commitment to be respectful, professional and polite in all community interactions. We understand if you choose to continue your exit interview. However, if you choose to move forward with your project, we are confident that we can turn this experience around to give you a high quality install experience!
  
  
  Sincerely,
  High Performance Homes

  Customer Answer

  Date: 04/09/2023

   
  Complaint: 19629544
  
  I am rejecting this response because:
  
  Sincerely, HPH
   I cancelled by text before the addendum was complete or start date was set.

  I called the main office to get my money sent back to me ; the office worker said they would call me..I still have not received a call from them.

  
  

• Initial Complaint

  Date:02/26/2023

  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.

  What was told to us upon sale of new roof & what was delivered upon install was not up to their sale. Their was no contract ever given to us upon sale or job finish. We were assured there would be a 4 or more man crew to do the job that would be done in 3 to 4 days, with a company representative that would be stopping by to check the work being done. There was a 60 year old gentleman and a 38 year old man team that came from more then an hour away with the 60 year old doing the roof tear off and major grunt work and clean up and the 38 year old doing the roofing in the rain that took 6 days to finish the job. There was no company representative that ever came out to talk to us or check on the work being done. They said this roof is 50 year roof guarantee and 25 year **** guarantee if they can't deliver the crew how do I know the guarantee will be held up. I am a 100% disabled veteran who was scammed by the promises of a company that said one thing and delivered another. Their cost for this was $36'263 dollar's we have paid $12,329 cash down and are expected to pay $23,934 that is due **** which will be cash unless I can get them to lower price to reasonable amount. I Need Your Help for justification of this fraudulent company. Thank You *************************

  

  Business Response

  Date: 03/07/2023

  Dear Mr. ***** *******************, thank you so much for your feedback. Your High Performance customer journey is a top priority to us. We have investigated your complaint and have found that there seems to have been a misunderstanding/miscommunication, and for this we sincerely apologize.
  
  
  You mentioned in your complaint: The crew consisted of two men and it took six days to install.
  
  
  Our project estimator, ****** and our project coordinator ****** both explained: 
  
  
  "Typically there are three to four people on site, and most jobs take three to four days on average weather permitting. 
  
  
  We would like to clarify: The average roof completion rate per crew is 10 squares per day, and a pitch over 8/12 can expect around two to three additional days for installation. This will increase the higher the pitch. Your roof was a 10/12 pitch and almost 40 squares. The two man crew was able to complete the install within six days. 
  
  
  You mentioned in your complaint: You were told a company representative would be stopping by to check the work being done.
  
  
  We would like to clarify: Our company representative arrives to do a final inspection to ensure the job was done to the warranty specifications. **** completed the final inspection on 3/3/23 and found no issues with the install.
  
  
  You mentioned in your complaint: Their was no contract ever given to us upon sale
  
  
  We would like to clarify: We have the contract you signed via Docusign, and can send you another copy, if needed.
  
  
  We now understand that your expectations were that the crew would be larger and faster and that you were expecting a representative to stop by during the project, not after completion. We also understand that these miscommunications may have caused doubt about the quality of the install and the scope of the warranty. 
  
  
  We would like to assure you that all of our crews are strictly trained by ***** Corning according to their platinum warranty standards, which reserve the right to randomly inspect our jobs each month and we have never failed an inspection.
  
  
  To further restore your confidence, our install department manager, **** and your original project estimator, ******, have schedule a time with you for tomorrow, Wednesday 3/8/23 at 11:30AM to complete an additional final inspection and go over the warranty to ensure you received the product and service you agreed to paid for, regardless of the fact that it took two days longer than expected. They will also reassure you that the product and workmanship is still fully covered under the 50 year warranty, should anything happen.

  
  We are committed to listening to our customers' experiences so we can continually improve. We will take the information we have learned from this issue to improve our communication across all departments to ensure an issue like this doesnt occur again. We truly appreciate your patience and understanding while we investigated and corrected this issue, and again sincerely apologize for your experience.

  Customer Answer

  Date: 03/08/2023

   
  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:12/12/2022

  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.

  High Performance Homes replaced my roof in 2017. Spending $23k was worth the great warranty. My old roof and flashings were removed, and a new roof installed.Weeks ago I saw stains on my garage ceiling. I started troubleshooting in the bathroom above. After removing flooring I found wet subfloor at the base of a wall at the shower, and black mold under the flooring. I removed the wall to locate more damage and found wet drywall and wet gray insulation in my ceiling. When it rained water was running down the outside of a vent pipe, through the attic, bathroom, a soffit below to the garage.A HPH tech fixed the leak, and said my warranty would cover the damage. It was likely caused by debris at sealant install. ***** emailed to say since my roof was a recover, there was no new flashing, and my warranty didnt apply. I replied that my roof was new, and asked if there was flashing around the penetrations. I called her several times, left messages, she never responded. I talked to someone else that said I was supposed to inspect the sealant every 2 years. And there indeed was no flashing around pipe penetrations. They cut holes in the roof and seal around them. I was never told this, or I wouldnt have agreed. This was a maintenance issue, not covered under warranty.Im a project manager at an architecture firm. I design roof systems with *************************. It is unacceptable to rely on sealant as a single line of defense against water intrusion. A knowledgeable roofer would know this could easily fail. HPH used this install method while selling products on a dishonest warranty. I believe they said my roof was a recover to avoid telling me my roof had no flashing and I was manipulated for profit. The damage is minimal because of my swift actions. The repair cost is small for a contractor, but its a lot to homeowners. Ill be sure to tell every client, contractor, PM, consultant and so on about my experience. I won't use their service when I replace my siding.

  

  Business Response

  Date: 12/12/2022

  Dear ********************, thank you so much for your feedback. Your High Performance customer journey is a top priority. We regret that you have not had a high performance experience thus far, and we sincerely apologize for any inconvenience. 
  
  
  We are committed to listening to our customers' experiences so we can continually improve. We will conduct an internal investigation in order to document and appropriately address this issue.
  
  
  We are able to provide a $300 customer credit for the inconvenience of the drywall repair immediately. 
  
  
  Would you be able to provide us with photos of the organic growth you found so we can determine the best course of action on that issue?
  
  
  Our VP ****** will be personally handling this case. If needed, feel free to reach her directly: Office: ************. Cell: ************

   We make the commitment to be respectful, professional and polite in all community interactions, and again sincerely apologize for your experience.

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18558957
  
  I am rejecting this response because:
  

  High Performance Homes has received photos of the water damage and Im awaiting further response. 
  
  *******************************
  

  
  

   

  

  Business Response

  Date: 01/13/2023

  We have a signed addendum from ******************************* that states:

   

  "HPH is giving the customer a -$300 care credit towards ceiling repairs.
  Customer agrees that HPH is going to retrofit pipeboot on the existing roof.
  Home owner agrees to non-disparagement toward HPH. For purposes of this section, disparage
  shall mean any negative statements, reviews, comments, or feedback, about HPH. This will
  include all written statements on public sites such as ******* Yahoo, Yelp, BBB, Facebook,
  etc. HPH protocol is to communicate directly with customers to address customer feedback.
  Customer agrees to remove ******************** complaint."

• Initial Complaint

  Date:11/30/2022

  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.

  * Contract signed in March 2022 for HP windows and HP siding * Addendum issued to add two windows to order in ***** 2022 (windows had been replaced in previous year but wanted everything to be under warranty)* Siding completed but workers did not replace our light fixtures or the coverings for our ductless heating system as promised by sales rep as it was considered electrical work. But they had no problem removing it. Our sales rep brought someone in to complete. Additionally, a finish nail punctured a pipe to our tankless water heater which caused a flood downstairs while we were out of town. I paid for the plumbing repair with the promise of being reimbursed by HPH at project completion. Also had to complete another addendum to remove the plywood from the contract as our home had insulation blown in from the outside. A bit of a fight, but HPH complied to remove the $4k.* We received an email from HPH stating we would need to pay over $4k immediately to reconcile the cost of lead abatement. I was never notified by the crew that abatement was happening or given the option to protect my family. HPH is eating the fee.* Addendum to include new trim to replace trim from siding project when windows are completed.* Window installation scheduled and cancelled morning of. Offered $300 credit for inconenience and rescheduled.* Window installer arrives - first thing he says - "You had your siding done already? Windows should be done first" - Exactly why I was under the impression the projects would be completed simultaneously.* Windows are from performance system, not what I was under contract to receive.* HPH told me the addendum to add two windows in ***** was also to change all windows from HP to P system as they no longer had the product I signed for. Stopped making in January but sold to me in March.* Sent email asking for resolution on 11/10 - heard from someone on 11/22 - still awaiting resolution as of 11/30.* Also told I may need to re-run credit - NO

  

  Business Response

  Date: 12/09/2022

  This issue has been resolved with the customer:

   

  Window info on website has been updated
  
  
  HPH VP managed the issue through to resolution. She emailed updates and provided substantial discount to customer on 12/7/22. HPH received customer signature resolving issue to satisfaction 12/9/22.
  
  
  HPH is reviewing communication issues to address for improvement.

   

  Thank you for bringing these issues to our attention.

• Initial Complaint

  Date:10/23/2022

  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.

  Your company needs to stop visiting homes with no soliciting signs as it is not ok to do so. Please do not come back to our neighborhood!

  

  Business Response

  Date: 10/24/2022

  Dear ****************, thank you so much for your feedback. The first impression of our High Performance customer journey is a top priority. We regret that you have not had a high performance experience thus far, and we sincerely apologize for any inconvenience.
  
  It is absolutely against our company policy to ignore any legal posted signage or be disrespectful in any way. 
  
  We are committed to listening to our customers' experiences so we can continually improve. We will conduct an internal investigation in order to document and appropriately address the issue.
  
  
  We make the commitment to be respectful, professional and polite in all community interactions, and again sincerely apologize for your experience.

  Customer Answer

  Date: 10/25/2022

   
  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:10/22/2022

  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.

  9/11 agreed to buy a roof from high performance homes and signed a contract with ****. ***** emailed asking me to confirm details on 9/16 I replied 9/16 asking which details were needed. 9/19 **** emailed me to say my materials were ordered that I never confirmed (we hadnt been firm on a color, but no choice now I guess). I immediately sent an email and never got a reply from him either. 9/20 ***** replied saying she needed the address/color/email/phone number, which I promptly provided. At no time did anyone say there would be a separate company coming out to do asbestos testing, and they came out 9/23 with no warning. I tried to call their customer service and got rings, menus, and more rings but never a person. I emailed them via their website and no response.I emailed **** 9/26 asking what was going on with my financing and what to expect next since nobody else was replying to my emails. He immediately replied and let me know I was approved and apologized. After posting a ****** review, my project manager was changed to ****** and communication increased.10/21 dumpster and materials delivered. My driveway was scratched up from the dumpster, my tree was broken, and my plants were trampled. I also had two separate contractors urinate on my property. Not at all professional.Installation is scheduled for 10/24 and they do not have a contact for the weekend hours. I have emailed **** to try and get a weekend hours contact.This is not the professional company I was lead to believe according to the contract. Its gotten nothing but worse, less the changing of my project manager. Honestly I feel defrauded and dont trust the company to install my roof. Ive given them every chance and they continue to not perform to their own roofing agreement standards of expert installation specialists will treat your home as if it were our own, and professionalism.I cant provide a copy of the contract, as it contains their proprietary information.

  

  Business Response

  Date: 10/25/2022

  Dear ********************, thank you so much for your feedback. Your High Performance customer journey is a top priority. We deeply regret that you have not had a high performance experience thus far, and we sincerely apologize for this.
  
  
  We are committed to listening to our customers' feedback so we can continually improve their experience. We have investigated each issue you mentioned and are working hard to ensure it doesn't happen again.
  
  
  Our VP of Operations, ****** has contacted you to personally apologize on behalf of the employees at *** supply company who delivered the materials and caused the damage. We have brought the issues to the attention of their managers. Additionally, we were appalled to hear of their employees conduct while on your property, and we were firm with *** that they must address this with their employees if we are to do business with them going forward. As ****** explained to you over the phone, The *** employees are not our installers, they were only responsible for delivering the materials to the job site. We hope this restores some of your confidence in High Performance Homes. We have assigned one of our best crews to install your roof to avoid any further incidents.
  
  
  I have also forwarded your concerns to the installation manager in charge of project coordination to ensure you receive the proper communication going forward. If needed, please email any further feedback or issues to ******************** (this email is actively monitored over the weekend) or call our VP ****** at the number she gave you, and she will personally respond and take care of you.
  
  
  Thank you again for bringing this to our attention so we can address these issues going forward. We will continue to do our utmost to turn this experience around for you!

• Initial Complaint

  Date:09/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HPH said they have a portable toilet they drop off, and not to worry about any workers using our bathroom. Day one no portable toilet, I called HPH. They said its the roofers choice if they want one or not, and not HPHs problem to get one. They never did. I saw a roofer (man) carrying a 5 gallon bucket heading behind our trees. I didnt have a problem with them using the bucket for 4 1/2 days, the problem is they threw dirty toilet paper on the ground in different places and left it. Thats the problem. Im positive this is a bio-hazard problem now.

  

  Business Response

  Date: 09/29/2022

  Dear ****************,

  Thank you so much for your feedback. Your High Performance customer journey is a top priority. We were upset and dismayed when we heard about this incident, and we sincerely apologize for the lack of respect to your property and the inconvenience this issue caused. 
  
  
  We are committed to listening to our customers' feedback so we can continually improve their experience. We plan to address this issue by requiring a portable toilet at each job site regardless of the roofers choice, to ensure this issue doesnt happen in the future. Thank you for bringing this to our attention so we can address the issue going forward.
  
  
  We have spoken with the installation manager who assured us he had the site cleaned up last Friday 9/23/22. We can also offer you a customer inconvenience credit of $300. Please let us know if this solution solves the issue for you.
  
  
  We make the commitment to be respectful, professional and polite in all customer interactions, and again sincerely apologize for your experience.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed our contract for our windows in the fall of 2021, expecting a long delay due to covid it was no issue to us that the windows weren't installed until the last week of March 2022, 8 weeks after original estimate. We asked the installer, clearly a contractor as he showed up by himself in an old fed ex van with his girlfriend or wife and about 20 years old, about an installation confirmation sheet as we needed it for a rebate. He said that the company would give it to us. He also installed a broken bathroom window. But being that we had a 50 year warranty I didn't worry about it too much. It took me until June to finally have someone get back to me after about 30 phone calls and no response. Our contact person is **** and is unreachable unless she wants to contact you. ****** let me know that the window was on order and that they had no information that could help with out energy rebate but directed me to the company so that issue was resolved. Now its August and I contacted a month ago... no response... where is our window? When will it be installed and how is a warranty supposed to help if this company is literally unreachable and unresponsive. Also on a side note installation the caulking around the windows looks like we did it ourselves... for almost ****** worth of windows is annoying to say the least.

  

  Business Response

  Date: 09/27/2022

  Dear ********, Thank you for bringing this issue to our attention. We conducted an investigation and discovered that during your window install, one of the windows broke and the installer, instead of following procedure to let your project coordinator know, took it upon himself to reorder the window but failed to do so and failed to let us know it needed to be done. We intend to follow up with the installer to ensure the proper procedures are followed going forward.

  
  As we discussed over the phone, here are the steps to correct this issue: 
  1. Rush on the replacement window (**** business days) 
  2. As soon as the window is in we will call to schedule the install immediately
  3. We have offered a $300 customer service credit for the inconvenience

  
  Please accept our sincere apology for the missed communication and lack of follow through. Your High Performance customer journey is a top priority to us. We are committed to listening to our customers' experiences so we can continually improve. Thank you again for bringing this to our attention so we can correct these issues going forward.
  
  
  

  
  

• Initial Complaint

  Date:08/22/2022

  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.

  When the *** salesman visited my house for our siding project he laid out the details of the deal, I was thinking the price for siding would land me somewhere between $15,000-$25,000 for our house, but *** said that was the price for ONE SIDE. When I wanted to shop around they executed a high pressure tactic saying if I didn't make the deal right then the price would go up an extra $15k-$20k. They assured us their work was top quality and the job would only take about a week to complete. First thing, they dropped their materials off in our lawn, killing all the grass underneath it. Second, the company they hired ripped off all of our siding and stopped showing up for a week. When we called *** to see what was going on, they said the workers were getting a missing piece needed to finish the job. Another week goes by and still no crew working on our house. After calling them back they assure me that they finished the demo of our siding, despite seeing no progress on our house. Finally they call the contractor they worked with to find he stopped working on our site, to compensate me for my house's BARE siding being exposed for a week and half, they gave me $300, less than 2 percent of the entire job. I'm attaching pictures of what my house looked like. What a slap in the face.The new company did finish the siding, but the gutters, exterior lights, and outlets were all left unattached to the house. The port-a-potty was left in our driveway for 2 weeks after the job was done, when we called about it they just said it "takes longer to pick up." I guess it's reasonable to them to leave a container of human waste in their customer's driveways and leave houses they worked on in pieces for the owners to clean up. What a horrible experience.*** stopped picking up our calls at that point, now that they have our money, they don't need to answer us anymore, unless it's to email us to let us know the deal for the other 3 sides of my house are on the table still.

  

  Business Response

  Date: 09/27/2022

  Dear **************, Thank you so much for your feedback. Your High Performance customer journey is a top priority. We regret you have not had a high performance experience, and we sincerely apologize for this. 
  

  As per our discussion today, we have confirmed the following:
  1. The first crew walked off the job on the first day
  2. Three days later, we had a replacement crew finish the job
  3. The entire job took a week and a half to complete.
  4. As soon as it came to our VPs attention, we were able to remove the port-a-potty
  5. We asked for photos of the damaged grass to provide compensation and were informed that the grass has since grown back. 
  6. As per the signed contract, it isnt within our scope of work to re-install gutters, electrical lights and outlets. 
  7. We have offered our standard $300 customer inconvenience credit but it was seen as an unsatisfactory offer.
  8. Our VP is still investigating what else we can offer in terms of a further settlement and will call you back by 9/30/22.

  We look forward to resolving this issue for you. We make the commitment to be respectful, professional and polite in all community interactions, and again sincerely apologize for your experience.