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.

  11200 Saint Johns Industrial Pkwy N Suite 5 Jacksonville, FL 32246

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:04/16/2025

  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.

  The current problem is lack of response to multiple requests to be contacted regarding obtaining the above documentation for project S26650.This involves multiple payments of $24,584.00 for new windows and installation.

  Business Response

  Date: 04/16/2025

  Dear Ms. ******************* financed your project with a third party lender. Any payments you are making goes directly to them.

  HPA was paid in full by the third party lender. If you need receipts of payments you need to contact the lender for any payments you have made that has nothing to do with us.

  thank you

• Initial Complaint

  Date:04/14/2025

  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 July 8, 2024, a contract was signed with Home Performance Alliance to have the roof replaced on my mobile home, to include the main house, porch, and a low slope area for $31,850. There was a leak in the dining room area, and significant water damage to the decking and trusses of the low slope area that I requested be replaced with CDX plywood, not OSB, which was currently used. The contract was to include the use of CDX plywood for all necessary wood to be replaced, The installation of ************ over the entire low slope area, solar shield on the entire roof surface, new shingles. They were supposed to remove the lower 12" of the drip edge to inspect the rafters for the necessary strapping for a wind mitigation report and reinstall CDX plywood. In addition a replacement solar attic fan was requested to be installed. When the materials were delivered, there was only 6 sheets of the CDX and I knew this was insufficient for the job, and materials for a ridge vent were delivered, which I was specific about not having installed. All attempts to reach to the company and the sales person before the work began received no response. When the work began, no one on the crew spoke english and I was still unable to contact any one. The decking still has large water damaged areas. I tried for 6 months to reach out to every phone number I could for resolution with no success. A few that I did reach and was able to explain the issues to in detail made promises to resolve and I never hear from them again. Then a company VP reached out to me wondering why the contract had not been paid. No one acknowledges my previous conversations, even the recorded ones, they won't acknowledge any wrong doing, even though the work was done, very poorly and unprofessionally and included work that I was very specific that I did not want - pictures of this were sent to the *** However, instead of correcting the issues, they want to force me to sign a settlement instead.

  Business Response

  Date: 04/14/2025

  I spoke to ************* morning. After listening to his issues further We are doing a revised Settlement Agreement.

  We will be sending it out today by 1pm.

  Thank you

  ***** HPA 

• Initial Complaint

  Date:04/09/2025

  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.

  Purchased a door on 1/13/23 Door installed 3/24 approximately Door was defective and called 3/6/25 Was told door was discontinued due to it being defective.We tried to get color samples . They have not furnished when able to reach them they said working on it. We just want a replacement door with autumn stain .They dont return calls can only get voice mail . Tried phone numbers ***************** 472 5896, ************, ************.Frustrating door was $14000.00 Thank you

  Business Response

  Date: 04/09/2025

  Mr ******:

  I was told by ****** **** today that they are talking to you and with the factory at ******* Made Door to indeed get you the samples.

  we will reach out to you tomorrow to see where you stand with your updates as you are an active case in the works to resolve.

   

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23181072
  
  I am rejecting this response because:
  

  Thank you for the message . We have not heard from the door company . It has taken 4 weeks to get us door samples and no phone call backs . Totally unacceptable.

  We dont need door samples any more we just want them to replace the door with autumn stain which is similar to what needs to be replaced.

  Again they never return calls and we have no extension numbers to bypass their voice mail answering machines 

  Thank you

  ***** ******

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

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

  Business Response

  Date: 04/11/2025

  Dear Mr ******************** **** our service manager was handling the complaint with the factory.

  Since you rejected it again without giving us time for a response i have contacted Florida made Door myself and I have copied the BBB representative Ms. ****** *.

  I shared the internal memo email with the BBB i am not allowed to publish their emails as its dealer direct only.

  At this time until I hear back from them there is nothing further I can say until they respond back and or I call them next week. I ask the BBB to hold off on his rejections until we hear back on his request.

   

  thank you

   

  Customer Answer

  Date: 04/14/2025

  
  
  I just spoke with ***** ****** and we feel the complaint will be resolved to our satisfaction.

  thank you BBB
  

  ***** ******

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

  ***********

   

  Business Response

  Date: 04/16/2025

  I am waiting to hear back from ******* Made Door as noted below for the ***** ****** complaint ID: ******** Until I hear back there is nothing more i can do

  To respond.

   

  Thank you 

• Initial Complaint

  Date:04/07/2025

  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 purchased windows from HPA April 2023 and paid $11544.00. One of the selling points was the lifetime warranty on installation and window parts breakage. In October and November 2024 I had two window latching mechanisms break and now we cant open the windows. I have called multiple times to the service department for repair resolution and even had a service member come out and verify the breakage is covered by HPAs warranty. The service member stated that he would order the parts and the repairs should be made with 2-3 weeks. Since then, I have called multiple times for an update and have been told that they needed to contact the service manager and call me back. I never received a call back and now HPA will not even respond to my calls, voicemails, or emails. I am worried that I have bought a defective product and now I am stuck with broken windows that I will have to have replaced by another company and still paying for the defective windows. I would like HPA to honor their warranty and complete the needed repairs.

  Business Response

  Date: 04/08/2025

  ***** ****
  *******************
  **********************
  Daytime Phone: ************
  E-mail: ******************************

  Dear ****:

  I did some research on your account. I spoke to the service director ****** ****. as you know HPA has gone through some changes with new ownership and we are very committed to make sure we take care of our customers the best we can. Your product has to be approved which we are working on now. We will update you once ****** gets the approval to contact the factory directly.

  I will bring it up in my meeting this week so we can get you going in the right direction. 

   

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23163450
  
  I am rejecting this response because:
  This pretty much is the same response that I have received since October 2024 with no follow up communications or projected repair dates. I would like to have a firm repair date proposed before this complaint is closed. 
  

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/11/2025

  Dear *** ****

   

  I am awaiting approval on your request this will take up to 5-7  business days as we go thru a new process with our new process and ownership to ensure everything is handled properly. before I can give you an update 

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2020 we purchased an entire house with replacement windows from this company. I have paperwork stating there is a Lifetime Warranty. We have had previous issues with this company when we had windows that were compromised and after lots and lots of unreturned phone calls I reported them to your company. Eventually we finally got results and had those windows replaced. We now have two more windows that are defective. They hired a local company to handle the problem. They ordered the windows for us and after 3 different attempts at replacing, each time they had to return them because they new windows were defective. I'm sure this company would be happy to verify this information. Last time I reached our to this company they emailed to tell me they are no longer handling our claim and we have to contact the original company themselves. I've made several calls and no one is returning my calls. What should I do now? Thank your for your help in this frustrating matter. Sincerely, ***** ******

  Business Response

  Date: 04/11/2025

  Dear Ms. *************** provided to the BBB representative Ms. ******* our proof of internal communications which has emails i can not publish since its dealer direct to CWS.

  I also showed the field report that shows our work in the past evidence to set you up directly with CWS field  service techs.

  I contacted an executive at *** that we work with again the BBB has been shown the information to see we have done our part to assist.

  At this time i would have to repeat our tasks of answers until they respond back. I would be happy to follow up with him by phone once he reviews all the info i sent him.

  Thank you 

   

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23155016
  
  I am rejecting this response because:

  I was hoping to receive a response from their service department letting me know that they have ordered the replacement windows and when they expect an approximate delivery and installation.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/15/2025

  To: Ms. ****** & 
  ****** ********** @ BBB
  RE: ****** BBB complaint 23155016
  Date: 4/15/25
  
  
  
  
  Dear Ms. ******************** spoke to our executive contact this morning **** ******** at CWS.
  
  
  They are prepared to go to your home and cover the services needed.
  Any Failure of the window or windows are covered. There is a labor service fee 
  Which both we and CWs regardless of who goes would go to your home.
  
  
  Its best to have the factory deal direct since its been recurring  after it was ordered we agree with you.
  
  
  Mr ******** asked our HPA Operations to update the form with a new service order which i am asking 
  ****** **** to do this week. He will submit it and copy Mr. ******** and myself to expediate this issue.
  
  
  This response will be copied on the BBB as our response as there is nothing more at this time in good faith I am able to say.
  The BBB knows its a process this is our current response.
  If you reject it i must answer it the same way until we get another update from CWS.
  
  
  Once submitted they will contact you directly.
  
  
  Thank you
  
  
  ***** Vetere 
  CC: **** ********, Exec. Sales Mgmt CWS/Pella 
  
  
  
  
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a broken window and the windows that were installed by Home Performance Alliance have a lifetime warranty. I called 10/14/24, 10/25/24, 10/16/24 and 10/17/24 leaving messages and never getting my call returned. On 10/18/24 I spoke with **** who had me submit a service request and I was told the window would be replaced in January of 2025. I called 1/20/25 and was told our window would be in the next shipment of merchandise in February. I called 2/18/25 and was told to hope our window would be in the next shipment. I called 3/11/25 and 3/13/25 leaving messages which were not returned. I called 3/17/25 and spoke to ******* who told me the people who could give me an update were unavailable. He would hopefully get back to me in the next day or two. I indicated I was unhappy with that answer and he said Thats the process.

  Business Response

  Date: 03/18/2025

  ******* & ***** *******:

  I have received the picture of the window and its clearly a cracked window that something hit it.

  Whether its a golf ball, vandalism, or something else your warranty please review it does not cover this type of loss. It is covered for seal failure

  or color change loss of gas etc... if its impact. This is an insurance matter and needs to be addressed with your insurance company.

  we are happy to give your insurer the price of the replacement but please again note on your warranty it does not cover damage caused by hurricane, acts of God, vandalism

  or a projectile such as a golf ball.

  Thank you

   

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23075315
  
  I am rejecting this response because: In October when I first called, the warranty issue was accepted and I was told the window would be replaced. I have waited five months to hear now that the warranty is worthless and was misrepresented when we originally bought ALL the windows and three sliding doors for a grand total of $51, 820. From a consumers point of view, do you see how you look? First, misrepresenting your product and its warranty then horrible customer service and lastly a lack of any effort to offer us a satisfactory resolution to our damaged window after waiting five months of promises from your company. Do not expect any endorsements from us.
  
  Sincerely,
  
  ******* & ***** *******

  Business Response

  Date: 03/19/2025

  Dear Mr. ****************** warranty does not cover vandalism, accidental golf ***** or whatever hit your Window. From the picture we required it clearly shows a projectile.

  There is nothing in my statement that is incorrect. Please review your contract in Terms and Conditions I am happy to read it with you if needed to go over the these facts.

  When you called ******* and **** they did not know what caused the damage that's why we need pictures to send the factory on anything that is caused by a defect in the window such as seal failure.

  They answered you stating if its covered under the warranty then yes its good to go. That was not the case as your window was not a factory defect it was an act of vandalism or a gold ball or something that strikes the window.

  that is not covered.

  Thank you Sir.

   

   

   

   

• Initial Complaint

  Date:02/25/2025

  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've contacted the Home Performance Alliance concerning the improperly installed Hurricane ******* for my windows. This was brought to their attention several times and they refuse to come out and make the necessary adjustments to the *******. On April 2, 2024, I purchased the ******* from **** *****, the Director of Operations. The ******* were months late in delivery and he offered a discount price to install due to the inconvenience and poor customer service. He also promised that if I purchased this product, that if any problems with the *******, the company would make sure to take care of them immediately. This was not the case after he received the $3,000 payment. This summer when the continuous hurricanes impacted ******* area, I went to install the purchased ******* and noticed that they didn't fit windows and s**** mountings were installed incorrectly. The screws and placement of the anchors for the ******* were not aligned so the ******* could not attach and make resistance in the fabric to protect the window, which they were designed to do. Several windows have screws that are at least 1-3 inches away from the attachment hole on the shield fabric and some holes to attach may have been missing. Even with stretching the material with 2 people, the attachment was impossible, therefore leaving the window unprotected from damage. After noticing this problem, I immediately contacted the company for help and was told that they were too busy to come out. I was directed to flip the product in another position, heat it with a blow dryer to stretch it, and use a screwdriver to fit them. I tried all the suggestions and none worked. I stated the urgency due to the impact of the hurricane's predicted strength, and still no one from the company responded. I left several messages, texted them and also spoke to ***** Vaterry and ********* ******** about my situation. No response to this ******* most recent attempt to contact them was on 2/21/25. Please Help.

  Business Response

  Date: 02/27/2025

  Ms *****:

  As discussed we are sending two techs on 3/17/25 to check all your ******* and fix and adjust then go over with you.

  **** and **** will be going.

  Thanks

  ***** V 

• Initial Complaint

  Date:02/20/2025

  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.

  Company came out installed new windows in Nov. 2024. Inspector showed up 2 weeks ago. Failed job *************** numerous times wont call me back to correct issue for inspection

  Business Response

  Date: 02/21/2025

  Dear Ms. *************** was updated by ****** **** our Service Manager that we are scheduled to your home 2/24/25 Monday to correct the issues.

  Thank you.

  ***** V 

   

   

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of this year we ordered hurricane doors and windows for our house in ************** cost $50,000 from Home Owners Alliance, ********************. The salesman *** ****** showed us a video of what he claimed was their product holding back a foot of Water during Hurricane *** in ***********************. Fl We were impressed and sold on their product. We felt confident and safe. Hurricane ****** came. We got a glancing blow, other areas like ******** Key got hit hard. There was water but little wind ************************ said 45 mph max here for ******. We found 2 inches of dirty water had come in. We started pushing water out and were surprised to see the water was running out under their doorsill. The ***** did not appear to be caulked same issue living room and bedroom. There was a huge mess with all floor coverings. some personals and lower part of walls ruined Calls to ***, we got the run around. Eventually they sent a crew headed by *****, a Senior Tec who was also the original Installation Team Leader. While at our house ***** apologized several times saying by oversight the doors were never caulked. He spent a lot of time doing the caulk work. Later, probably to protect his job he told the bosses the caulk washed away. That is ludicrous and not true. We have had boats go through hurricanes and never saw caulk washed away At the time of Repair ***** said that their units 2.5 inch sill would have held back most or all of the 2 water if it had been caulked properly Fortunately, insurance and savings paid for much. However, the disruption, upsetment and mess that went on for months as well as a serious diabetic foot infection from the polluted water. where the result of their products failure I have asked repeatedly for them at least to cover the insurance deductible $5000. We trusted them, felt we were in good hands and our ask for help a run around full of insults fand half-truths.

  Business Response

  Date: 02/19/2025

  Dear BBB General Counsel & Ms. ******************* have written a response to Mr. ***** ******** as of yesterday.  we first spoke in late December when he presented his issue to us. They agreed to a recorded call to ensure compliance to the matter.

  i will share my response to them from yesterday directly to you both **** Z General Counsel  and Ms. *********** at the BBB. it will be email to you directly.

  In Short they are surrounded by water and were hit by the two Hurricanes badly which is unfortunate. I have tried to explain numerous times in our conversation our contract does not cover acts of God which it states includes Hurricanes of course.

  That is an insurance issue and as my Insurance agent stated your homes are not submarines they are not waterproof for winds hitting your  home with winds and water for over six hours.

  I have also copied our outside council in the matter to review as well for fairness for everyone. 

  In my recorded call which they allowed they admitted that for three months from install it rained and they never had an issue, until the hurricane. This is an issue where they are on a writing campaign to make us pay for their deductible to cover all their insurance damage which we unequivocally feel is unjust.

  I ask the BBB to review the letter I am  sending today and review the call first. I only ask for fairness and proper review.

  Regards

  ***** V

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22959014
  
  I am rejecting this response because:  Our home was damaged due to an Over sold and Improperly Installed window and door system, from HPA.

  We had bought a bay window previously through *** ******, of HPA.  Concerned over Hurricanes here in ******* we contacted him about replacing all our windows and doors with Hurricane ones.  *** showed us a video on his phone, of their product,  it showed water about a foot and a half high holding back storm water from hurricane *** in ***********************. We were sold and entered into a contract to replace all doors and windows.  We were extremely happy and felt confident from what was shown that we were safe and no additional measures, like sandbags, would ever be required. 

  A crew, led by ***** installed the product. Subsequent to that 2 or 3 times, small crews came and did stucco and some additional caulking on windows. Apparently no one was directed to caulk the *****. At that time we incorrectly assumed that the ***** had been correctly caulked underneath at the time of installation. Still, We were very happy and felt we had chosen the right company to protect our home.  Hurricane ****** came. There was surge here but no high winds or waves the national weather service showed maximum gust here at 45mph. . We are 17 miles from the **************, which was hit hard by ******. That was not us, the storm was far less severe where we live at the dead end of a canal in a fully developed residential area. miles from the ***************  Refer to the attached Tax Appraisers Map of our location.

   We had stayed at a motel for the storm as we had no idea how severe it would be. It did not seem severe there which was 2 miles from out house. On our return we found water in all parts of the house and indications that 2 inches came in from marks on the walls.. Carpet, laminate flooring drywall were all damaged and required removal and replacement. Two inches of water can do a lot of damage, causing upsetment and expense.

  In our initial cleanup we were pushing the water out of the kitchen and bedroom through the sliding doors HOA had installed.  We were shocked to see the water was flowing out feely under the ***** of those doors.  We called HOA and got the run around with no help or explanation.  I contacted *** ****** and he gave me the name of a woman , Alyssa  Phone X1045, at HOA to call.  ****** said she would send a their best crew to evaluate and fix. She said that there had been a less desirable crew set to come , but was cancelling them so ******* crew could come.  The cancelled crew showed up anyway unannounced we we weren't home. They did nothing

  ******* crew came.  ***** told us that the ***** had never been caulked due to an oversight on the companies part. He apologized several times. He and his crew spend the day properly caulking the product.  These doors have a sill and tracks that are 2.5 inches high. He said that properly caulked they would have held back all or most of that 2 inches of water that came in. Later, to protect his job, ***** changed the story that the storm washed the caulk away. There never was any caulk, that is ludicrous I understand him changing his tune as he was the one responsible for the installation.

  All the damage was caused by an Over Sold, Improperly Installed product. Insurance , savings and hundreds of hours of work by my wife and myself. (we are in our mid 70s) fixed our house.   Due to their oversold, improperly installed doors, they are directly responsible for all the damage, but all we ask is for them to pay the $5,000 deductible.

   

   

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

  Business Response

  Date: 02/28/2025

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

  Dear Sir,

  We have submitted evidence from your public ******** account to the ******************** to review.

  The screenshots we sent show a very different view of your thoughts on HPA, I quote from you about "10 inches of storm surge to your neighbors from hurricane ****** you stated "the expensive hurricane windows and doors ***** insisted on saved us."

  You also discussed and made comparisons with your neighbors on how ****** caused damage you made comparisons  with your neighbor ****. you know contact with us does not warranty acts of god, Hurricanes etc. you signed that your whole home was affected by the Hurricane as you stated in your posts we submitted to the BBB. The caulking with ***** was a he said back and forth as it had caulking that as he stated could have had damage from the ********* know very well the water came in from multiple places and again HPA does not warranty Hurricane damage. Your Insurance does. With the  public posts and telephone call you allowed us to record where you admitted you had no issues until the Hurricane. We stand firm on our end with proof of the fact you complimented us on the post we pointed out you are looking for someone to cover your deductible which is not a proper for HPA. Your previous text messages i would also share if needed with the BBB to show you were attempting an unjust push to us to pay for this, which we deem unfair in every way. sending a draft letter to my text if we don't agree can only be viewed as a way to push for  something unfairly as you have already done with the BBB as noted. I have asked them to attach the public posts. 

   

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22959014
  
  I am rejecting this response because: Your product was oversold and never properly installed,resulting in 2 inches of dirty storm water, from Hurricane ******, entering our home doing extensive damage and causing months of stress for us.
  We reached out to you for help after the flood. Finally,after a frustrating number of calls and emails you sent a crew. The crew was headed by *****, the same man who was in charge of the initial installation.While here ***** apologized multiple times for the oversights that allowed the ***** to go uncaulked.  Later, probably at managements direction, to protect his job, and to cover liability, his story turned around 180 degrees.
  My video file showing the failed door ***** was too large for BBB, but here is a link to my face book page showing the failed *************** wife is dumping water in the kitchen and you can see the water flowing under your door ***** that where never caulked.

  
  **************************************************************
  
  I had hoped in an act of good faith that your company would cover our insurance deductible. It is a small amount considering we suffered nearly $100,000 in damage  and 4 months disruption in our home, from your incomplete installation of the door *****.

  
  An incomplete installation is not an act of god

  
  Hurricane Hellene, preceded ****** by two weeks and did considerable damage in our area. Despite what we originally thought, its flood waters did not reach the doors. We thought it did but that was incorrect. Your doors were never a savior to us, only a curse,
  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:01/29/2025

  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 signed a Contract with Home Performance Alliance on July ******* For Eleven Hurricane Windows and One Hurricane Triple Sliding Glass Door at a cost of $41,846.00 At which time I told them that I did NOT want my Electric Hurricane Shutters removed.Installation was 9/12/24 After installation there was a s**** left under the Electric Hurricane Shutter over the slider and this caused it to get stuck and now it no longer works. I removed the s**** and tried again but the shutter will not come down I tried to do it manually this did not work either. They did not put all the brakets they removed back up on the bed room hurricane window.A Major concerns is that the center window in one room has a crack from bottom right to top left I was told this is not covered by warranty because it's only the outside pane and that does not matter. These are NEW WINDOWS it matters to me. Pictures were sent to the company.After installation there were several things that were not comleted so another person was going to come to complete the project. They had stated they would wash and clean all windows after installation. They did not. When the windows were completed We the home owner could NOT lock the window they came back and made adjustments. After the adjustments were made If I opened a window the window would not close because the adjustment s**** were in the way and that prevented me from closing the windows I tightened the screws to close the window now I am back to not being able to lock the windows easily. Sliding doors would also not lock again they just losened screws. If I am lucky enough to get someone on the phone after, what they called "completed installation" I get no answers only a promise of a call back in 24 to 48 hours which does not come.

  Business Response

  Date: 01/29/2025

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

  First after reading your complaint I got with ****** **** our Service Manager and he updated me that he spoke to you and put in a Warranty claim with Wincore  for a replacement sash.

  You agreed to a tentative date of 2/27/25 to replace.

  ****** told you he would respond to the electronic shutter. We read your comments about the shutter and its in a gray area as we first dont know what really happened with the screw, as its written in the contract that the customer is responsible to remove all items that could hinder the installation like shades or shutters.

  To show good citizenship on the BBB and to you personally we would have our special HPA Tech ***** look at your shutter and most likely be able to fix it. 

  We do want to show the BBB that even though we were never paid in full we are willing to do these services. You still have a balance of $3,000.00 which we are gracefully showing you we will work together to assist you and be paid the balance to ensure your Warranty is active. 

  We will reach out to you again this week with Mr. ***************** you

  Customer Answer

  Date: 01/30/2025

   
  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.
  
  Sincerely,
  
  ***** ********