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

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

  
• 

  High Performance Homes Inc

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

  

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:08/20/2022

  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.

  Entered into contract for HPH to put new roof on. This was a $30,000 job. Contractors protractected all windows and landscaping and made sure we were not to park in driveway for safety. During installation materials came from the roof into carport and damaged the ** under it.HPH offered minimal amount that was refused and I was told to get an estimate of repair I did. They came up $50. Again I said no way. I contacted state CCB and began the process. CCB put me in contact with their insurance company, ************** who asked for a copy of the repair estimate. Insurance claims person, ******, attempted to contact them and get this solved. HPH did not respond to their insurance company They received the registered letter and again came up a pinch. I filled the complaint and paid $50 beginning the mediation process. CCB contacted me saying they are now offering me $750 00 I countered with $2000 as the Camping World estimate was $2774.14 and HPH told CCB mediator they will not go above $1000.

  

  Business Response

  Date: 09/27/2022

  Dear *****************, Thank you for your feedback. Your High Performance customer journey is a top priority. We regret you are not satisfied with your experience, and we sincerely apologize for this. We are committed to listening to our customers' feedback so we can continually improve their experience.

  After reviewing the photos of the damage to the exterior of the ** attached:
  101.jpeg - minor scratch
  100.jpeg - minor scratch
  108.jpeg and 107.jpeg are two angles of the same minor scratch

  
  And reviewing the Camping World estimate attached:
   LUDWIGScan085721-1-1_220820_061249_1.jpg

  We noticed that the estimate has several interior repair line items that do not pertain to the exterior damage.

  We are willing to take accountability for the exterior damage shown in the attached photos. We sent a good faith offer of $1000 to repair the exterior damage.

  However, we are unable to pay for any interior repairs, as our installers never entered the vehicle.

  
  Please accept our good faith offer of $1,000 and our sincere apology for the minor damage caused to the exterior of your **.
  Thank you again for bringing this to our attention so we can correct these types of issues going forward.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 17743511
  
  I am rejecting this response because:

   The only interior parts are the window valance and blind to allow for the removal of the window to replace the metal panels. No repairs are on the estimate to the interior only removing and reinstalling the 2 items to allow us to replace the exterior metal. Thank you, *********    
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/06/2022

  Type:Order 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.

  Young newly married couple that were just relocated to Washington and got our first home. We knew it needed a new roof so we contacted HPH who came out and surveyed and estimated it to be 22K on July 25th. We were told it would only take an hour for them to do and they ended up staying for almost 3 hours (8:30 pm) pressuring us to take the deal they were offering and saying it would be an extra 3K more if we wanted to wait and think about it. We told them we wanted to get other quotes just to be sure we were getting the best deal and they even suggested it. But we also didn't want to miss out on that one day deal if it was the best option. They made it sound like it was the best deal with their sales speech they gave us. When we found a better deal a week later, we realized that HPH was way too expensive and we would be able to afford this other company a lot better with our income. So we reached out to our salesmen, *********************** and **** Love, and tried to cancel and they told us it would be an extra 6K on top of the $2100 deposit we already paid just to cancel the contract with them. Zak went into a whole dispute on the phone with us. We were never once informed by them of the 3 day cool off period rule and feel they definitely took advantage of knowing that we were new to this whole process. They knew we wanted to get other quotes and I'm sure purposely left out that fine detail to trap us in their scheme and get our money, which they basically admitted over the phone when we called to cancel and get our deposit back. After doing a ton of research, I have found that it is a requirement that they orally tell us about it as well as put it in writing. And on top of that we were supposed to get an actual form that states the cancelation policy that we could've mailed in if we chose to, but never received that form either. No work has been done and we would really like to just cancel with HPH and put an end to this terrible experience we've had with them.

  

  Business Response

  Date: 08/12/2022

  Mr. & *****************,

   

        We are so sorry that this has been your experience with our company. We pride on our customers having nothing but a High Performance experience. I would like to turn this around for you. I have refunded your credit card for the deposit today. This takes 3-5 business days to appear back in your account depending on your banking institution. I have also cancelled out your project in our system. I hope you accept my most sincerest apologies that this was your experience with HPH. If you have any questions or concerns please contact me directly at ******************* or my office line ************.

   

  Thank you!

  HPH

   

     

  Customer Answer

  Date: 08/12/2022

   
  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,
  
  ******* And *************************