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.

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

• 

  Home Performance Alliance, Inc.

  13830 Jetport Commerce Pkwy Fort Myers, FL 33913-7725

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:04/07/2025

  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: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,
  
  ***** ********

• Initial Complaint

  Date:01/14/2025

  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.

  I have 4 issues from a window installation from 3 months ago. I have made repeated attempts to contact HPA about resolving these issues. I never get any form of response. I have tried their customer support and the salesman. NO RESPONSE!! I have spent $50,000 on windows from HPA. I have gone past frustration level and now I am angry. I want these issues resolved soon or I am taking it to my legal counsel.

  Business Response

  Date: 01/14/2025

  Dear **** ******: 

  I received a compliment from ****** our Service Manager that you were a gentleman and he appreciated your understanding.

  Plan of Action on your behalf: 

  **** scheduled his Stucco repairs for Thursday, 01/16/25. 
  ****** scheduled his Window & *********** for Tuesday, 02/04/25.

  Thank you Sir 

• Initial Complaint

  Date:01/10/2025

  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 paid for replacement of our home windows for storm windows since for over a year ago and the job has not been completed yet. We been through storms where water has leaked int6o the house and nothing has been done about it. It is very hard to communicate with the company, no one to speak to and very hard to get response back from anyone.

  Business Response

  Date: 01/10/2025

  **** ******
  ****************
  **********, FL 33991

  Dear Ms. ******************* if you have a hurricane related storm that would be a different matter. Your home is not water proof. You should contact your insurance company as windows of ****** mph such as ****** find a way in as I acan say persoanlly my home was exposed to ****** with great force and as the adjuster stated it finds a way in.

  Did you have these leaks before the ***************************** teams were not able to find that we attributed to the leaks your stating from our install. we were in your  home on 8/10/24.for service.

  ********* in operations is extending your permit out in order to reschedule your final inspection.

  Also it was noted by ******* you had a roof installed by another company whereupon you had some issues also.

  we will schedule time after the inspection to inspect your home again.

• Initial Complaint

  Date:01/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2024 two sliders were incorrectly installed the first time, causing water damage to the living room and bedroom flooring plus additional expense to hire ServPro to dry and treat flooring against mold.Additionally I had to replace my flooring due to water damage caused by improper installation by Home Performance Alliance . I spent an additional $8,400 to fix their inadequate installation.I left numerous messages and e mails with **** *., Director of Operations, to which he never responded. I am looking for HPA to reimburse me for the additional money I spent to make my condo livable again. I welcome a phone call from HPA , if not, my attorney will be the next step.***** **********

  Business Response

  Date: 01/10/2025

  Dear Ms. ******************* spoke to our Director of ******************* and we reviewed your original call date in August of 2024. I understand you were out of the country Had had someone staying at your home.

  I asked if the two sliders in questions had leaked before the Hurricane? you stated the first inspection did not pass some additional work needed to be done.

  The reality is just  because it fails the inspection doesn't necessarily mean its the root cause of the problem you had with leaks.  We know quite a few people had leaks and damage with the Hurricane and also did your tenant do everything correct to ensure the windows were closed correctly. Perhaps he did  but you see everything must be looked into and researched, you cant just put the blame for an issue on a particular job until we have all the facts which we promise you we will. We will work together to work towards a resolution and cause. But we ask to hold your blame until all the facts are in.

  Thank you in advance we will be in touch next week. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22783160
  
  I am rejecting this response because:

  I have owned my condo since April 2022, and did not have any issue with water leaking into my home from any storms since that time and prior to this install.

  I owned my condo during some of the storms the first and second year of my ownership and can testify that I had no issues with water penetrating into my condo ( as I had friends who checked on my condo during storms when I was not present). We also know how to properly close a slider door. 

  July 23, 2024 was the initial installation of two patio sliders and 3 windows by Home Performance Alliance ( HPA).

  August 4, 2024 rain water seeped into my condo because of improper caulking ( there was no caulking on the threshold and jambs). **** ***** who was present and resides at my condo, contacted HPA regarding the water issue and forwarded videos and fotos to HPA.

  August 6, 2024 I called HPA spoke to **** who said he would forward this issue to **** ***** and address the issue asap. I was out of the country at that time with sporadic access to phone and e mail and authorized **** ***** , who resides in my condo, to spearhead this situation and speak on my behalf. 

  August 7, 2024 **** ( after consulting with me) , hired ServPro who pulled flooring and did remediation in my condo to address the water issue for my cost of $4,721.37.

  my flooring remained pulled out until we knew that this issue was resolved.

  August 18, 2024 City of ************* Inspector red tagged the job due to wrong threshold installation, ( it was too short ). 

  August 22, 2024 HPA sent out ***** to install a higher riser and after he left, **** noticed that part of it was not attached at all and was flopping or moving around.

  August 27, 2024 I called HPA and was unable to speak with **** ***** at two separate times. 

  August 28,  2024 water seeped in again . I sent an email  to **** ***** regarding the issue to which he never responded . I wanted to speak with him to resolve this issue asap.

  August 29, 2024 video was sent to HPA by **** *****.

  September 2, 2024, Labor Day, HPA came to take out the two sliders including frames, caulked them properly ( as it should have been done originally)  and reinstalled them. There was no caulking when the sliders were pulled out . After installation, water was sprayed forcefully against the window sliders and NO water came into the condo once the installation was done correctly.

  I and **** have all fotos and videos of this timeline and what happened when. What I wrote is a shortened recap of the facts.

  I had to install new flooring in my living area due to the water damage at my cost for the flooring is $ 3,639.18.

  I would like to be reimbursed for the two expenses I incurred ( $4,721.37 plus $3,639.18 = $8,360.55)  caused by the improper installation of the two patio sliders. 
  fotos, videos and receipts will be forwarded when requested.

   

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

  Business Response

  Date: 01/17/2025

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

  I addressed your BBB complaint directly with Mr. ****** He has already been working to research all your statements. We are reviewing all the parties who took part i the project and working to have all the facts so we can mediate an amicable resolution for you.

  **** needs to speak to the installers and service in order to be able to resolve.

  To be able to be able to answer to your statements takes time its not a quick answer to follow-up your rejection on the BBB. That back and forth will not solve a factual inquiry.

  We have contacted our BBB *** that we request time to investigate your claim properly. There is no need to reject until we have a chance to properly respond to work towards a solution. as we are committed to resolve.

   

   

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22783160
  
  I am rejecting this response because:
  
  I have two options according  to BBB:

  1) to accept your response which means that BBB will close out my complaint OR

  2) to reject your response which means that the complaint remains open

  I choose #2 until this complaint is resolved.

  Two more issues I just discovered :

  1) The living room glass slider door does not lock. The locking mechanism is stiff and cant be locked.

  2) The  screens for the two patio sliders do not lock at all. The locking  mechanism is non existent .

  I would like this fixed asap.

  I also want to come to an amicable agreement with your company if possible. I understand it takes time and I have given your company ample time and have been more than understanding and will allow you additional time to handle this situation. As I stated before , I had NO water seeping into my condo PRIOR to your installation , with any prior rain events. If the installation was done correctly we would not be in this predicament.

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

  Business Response

  Date: 01/22/2025

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

  We wanted to respond to your request to set up a service call to check the locks.

  I asked ****** to reach out to you.

  He called and left a voicemail, and then you did return his call.

  You spoke to **** and its confirmed we will go to your home on Monday, 1/27/25.

  Please allow us to arrive and review before you comment a follow-up so you can update what we stated and did that day.

  We are working on everything else as stated and will follow-up after Monday. 1/27/25.

  Thank you

   

   

   

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22783160
  
  I am rejecting this response because:
  

  They did not respond to my complaint asking for reimbursement of my expenses incurred due to the improper job they did when installing my sliders . They did sent someone to fix an issue with the locks on the sliders, and that is all they did so far. I am unhappy since they did not contact me in any way for reimbursement of the expenses I incurred due to their poor installation. As far as I am concerned this is still an ongoing issue and has not been resolved to my satisfaction. ***** **********

  Business Response

  Date: 02/13/2025

  Dear Ms. ******************* apologize for the delay I wanted to review everything with our Operations Director to get insight on the specific details of the matter.

  As you know we sent our service team out take care of your other service issues as we needed to address your assertions of the leak you described and the hurricane that damaged your home.

  As I stated there is no way for HPA to know if your renter (as you were in ****** at the time) had the sliders closed correctly or if anything else was parlayed into your leaks. **** ***** our Operations Director informed me when our crew was there working you had other contractors at the home working on  your outside area by the sliding glass doors. Could they have caused an issue?  we don't know. .

  Also you brought up the sill riser on the inspection. ****** **** our Service manager specifically stated  that the sill risers main function is to maintain wind control so the glass stays in place. it was not as you maintained for the water issue you brought up. 

  I can firsthand also interject during the last Hurricane in *************** my double doors which never leaked  water came in for me it was tile not wood. When the Insurance adjuster came to my home he stated that from an intense Hurricane type storm you will get leaks you never had. he stated to me "Your home is not a submarine" it leaks even concrete can have moisture enter from the smallest crack in the foundation or from the smallest seam between two windows.

  Ms. ********** we value you as a customer and will do whatever we can to assist you. but we can not take responsibility for a Hurricane force wind that damaged your floor in some way, There are two many gray areas and too may options that could have caused the issue.

  To the BBB we stand on this answer but we are always open to a mediated discussion between both parties if needed. Our response today is from extensive research and meeting with Operations to fully answer Ms. **************** .

  Thank you

   

   

   

  Customer Answer

  Date: 02/19/2025

  In response to my complaint #******** filed on 1/8/25: Home Performance Alliances last response is unsatisfactory as they blame others as opposed to taking responsibility for their below par job. As I stated previously I have an exact time line of what took place, including video and fotos. They installed my windows on 7-23-24, the two patio sliders facing the water leaked on 8-4-24. If in fact the storm was so bad, the bedroom window facing the water should have leaked as well it it didnt. On 8-28-24 there was a rainstorm, not a hurricane, at which time my two patio sliders leaked again. When Home Performance Alliance came on 9-2-24 they had to take the two patio sliders completely out and it was then that **** *****, my friend, who was present at that tu e, noticed that they had NOT BEEN CAULKED during the initial install, and there was NO SEALER present . **** brought it up to ***** the installer and he concurred. Water was sprayed heavily on the outside of both sliders and no water came in. In addition when the City of ************* inspector came he failed the job because the riser that was installed was for an indoor door and was not the correct height for an outdoor water facing patio slider . The video that I have shows water coming in from the properly CLOSED slider. The argument that perhaps the slider was closed incorrectly does not have a leg to stand on. The further comment from Home Alliance that work was being done on my patio floor doesnt make sense since that job was simply to reseal the surface of the patio, no more and no less. I request for full reimbursement of my expenses to put my condo back in order . I am not asking to be reimbursed for the $32,000 I paid for my windows. If nothing happens with this request I will have my attorney proceed. ***** ********** Cell ************ 

  Business Response

  Date: 02/28/2025

  Dear Ms. ********** we are presenting a text to the BBB to show the communication on the sealant was between you. as you can see from the attachment the *********** brought us the caulk to seal the windows and they were sealing the bottom of the door as they directed us. they were working at the same time . 

  I was unable to save it as a PDF and sent it to our BBB representative to post on  your complaint and review the text messages. 

  Thank you

  ***** V

  
  
  
  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22783160
  
  

  I do not accept the latest response from the business since they are transferring the blame to an uninvolved party, ( the patio workers hired by my HOA who do not do anything with window install).

  The issue remains that if Home Performance Alliance would have done a proper job at the very beginning I would not have had to deal with the multiple problems that arose after.

  The two sliders in question were installed incorrectly with no caulking. At that time the patio project for our building had not started. Furthermore its up to the window installers to apply the proper caulking , etc, NOT the patio crew that had nothing to do with installation.

  Look, we can go back and forth with this complaint forever. I request that Home Performance Alliance take responsibility for their actions and do the right thing for me, their customer. I paid them $32,000 for them to do a proper job from beginning to end, including installation. I never expected a company to give me this much run around for a problem they caused by improper installation. 

  With the original windows ( the old windows), I never had water pouring in from a storm, hurricane or heavy rain event. This whole mess happened because of the improper installation. If Home Performance Alliance has a problem they need to assert themselves with the installers they hired to do my installation. 

  I am prepared to have my attorney send them a letter of intent to proceed legally.

  I stand firm on this and I am done with this back and forth that does not amount to anything.

   

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

  Cell ************

  Business Response

  Date: 03/05/2025

  Dear Ms.**********,
  
  In fairness to seeking an understanding of the situation I am sending you text messages between you and our Operations Director, The Installer **** **** and you.
  For security purposes I did not post it on the BBB portal but I am sharing it with our BBB Representative so we can have further discussion to see our point of view and yours as well. (Check your email) 
  We do appreciate you as a customer, but we ask for you to understand when a Hurricane Hits its not a regular issue and our Warranty does not cover Hurricane damage on Terms and Conditions. We are open for discussion but at the same time we must present all the facts to consider. We stand by the text that the *********** were indeed there when we were which contradicts your recent statement on the BBB.
  
  Please review the text messages below which highlight the *********** as you recently responded to on your recent BBB rejection. (see your email for the text messages between you, our Installer and Operations) 
   Id like to clarify that the sliders were installed in full compliance with industry standards, except for the caulking. In our communications, you pointed out that there was a specific type of caulking that needed to be used, and we acknowledge the importance of this detail. Based on your request, we made every effort to obtain the required caulk from your patio installers.
  During the installation process, the groundskeeper provided us with the caulk that was intended for the windows and informed us that they would handle the caulking for the patio door as requested by the condo board. We understand this situation may have been confusing, and we sincerely wish we could have completed the work ourselves to ensure everything was done to your satisfaction.
  Ultimately,we were directed to let the groundskeeper take charge of this particular aspect of the project, following the *** guidelines. We truly appreciate your patience and understanding as we navigate this matter and are committed to finding a suitable resolution that addresses your concerns.
  Please understand again that Hurricane damage is not under the warranty of our terms and conditions.
  Thank you we look forward to reviewing this further with you.

  Customer Answer

  Date: 03/14/2025

  I am waiting to talk to **** ******, grounds keeper at my condo to address what the window company said in their last e mail .

  The issue once again is that improper  caulking was done by the window company at the initial install .

  The other caulking was done by the patio people to the floor of my patio and it has nothing to do with the window install !!

  I havent been label to speak with ****  yet and I will keep you posted when I do.

  My complaint is to remain open until final resolution .

  Thank you,

  ***** Bergonzoni 

   

• Initial Complaint

  Date:12/27/2024

  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.

  They failed to past 2 different inpections with the city. Windows are hard to close. They didn't do their part for me to obtain my ****** ***** that was approved. I've called them multiple times and left messages. They don't return my calls. And this will be the second time the ***** money runs out do to their negligence. My house has asbesto and they didn't cover my windows to protect me or my grandkids. And didn't clean up the mess. Inside and out. Left Gatorade and water bottles in my yard and debris. They need to refund me ******. Or make sure I receive my *****. They don't need to be apart of the states contractors to use. I do have pictures also.

  Business Response

  Date: 12/30/2024

  Dear Ms. ************** asked ****** **** our Service Manager and ***** A. who works directly at HPA with MSFH customers to respond for you and update the BBB:

  "****** and I spoke with her this morning. She mentioned that her window is extremely difficult to close. ****** attempted to schedule an appointment for as early as tomorrow but explained he will be out of the office for the week. She said she didn't have time to discuss it further, so we will reach out next week to try scheduling the appointment and resolve the window issue before submitting the final inspection with MSFH."

  ***** further stated to me that you just need to have your final inspection with MSFH but you need the window adjusted first.

  Thank you 

  ***** *.