Complaints

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:02/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please do not ever use this company. I signed a contract with them on February 1st, 2024 to replace my roof and 2 garage doors. I gave a deposit that was cashed. Today February 13th, 2024 the owner called me at 9 am refusing to honor the contract. His exact statement was you out negotiated a seasoned sales vet and he was only making 700 on the deal. He refused to do the job that was suppose to take place this week. This company lacks integrity and should not be trusted. I am now behind schedule because of their lack of integrity. Ill also add the owner is very rude and lacks professionalism.

  

  Business Response

  Date: 02/22/2024

  **************,

  We always try to make things right with anyone we do business with. You are correct in that the sales rep made an error in quoting your job. We are a family company and we stand behind all of the work that we install. To do that we need to make sure that we make a minimal margin on jobs we sell. We stood to almost break even if not lose on installing your project and we would be guaranteeing the work for life. We wanted to discuss trying to come to a fair agreement but you did not allow the conversation to move forward. You told us to speak directly to your attorney. We feel we could have come to a fair resolution if you were willing to talk but you were not. We have pride and integrity here at Performance and we ALWAYS do the right thing when someone allows us the opportunity to.

  Customer Answer

  Date: 02/22/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  The contract the company had me sign specifically states I have 3 days to cancel the contract with no penalty. If I choose to cancel after that date I would be out of my deposit as well as additional fees. The contract does not state the company has the right to cancel so it is implied they also have 3 days as well. The owner called me 13 days after we signed the contract. If a mistake was made you have 3 days to correct it, not 13 days. In my opinion no mistake was made the job was underbid on purpose to win the job without the intention of honoring it. This is bad business. Because of this I am set back on time frame to sale my home. This is not an act of integrity or a mistake. If the professional could not do the job for the price he could have said no I cannot do it for this price and If in fact a mistake was made you have 3 days to correct it. 
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been having issues with my siding for years.... since it was installed prior to 2015. I've had multiple conversations with PF's customer service with months long delays in getting any answers, help, or repairs. Each year another part of my siding either comes loose, shows a gap, or blows off in the wind. However, each time I call PF, I get another excuse as to why they cannot address it or that it's going to take more time - how long, no one is *********. The last time I complained, they sent someone who supposedly has some ranking their organization... have not heard from him since they allegedly put in the order for materials. That was back nearly 10 months ago. Now, I'm getting sales calls for new work that they want to sell me. Absolutely ridiculous. I would never suggest these folks... ever. Seems like they use substandard work to install what is likely a solid product, but basically refuse to correct the substandard work later. Poor customer service. Period.

  

  Business Response

  Date: 01/30/2024

  Good afternoon,

  I know you have been in contact with our Service Manager ****** and we are getting your issue resolved right away. We really appreciate your patience and we will make sure you are 100% satisfied.

  Customer Answer

  Date: 01/30/2024

  yes, I've been in contact with ****** at Performance.  She called me today 1/30/24 and we discussed next steps.  I'm hopeful this will get resolved.

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I orderre$1500 down payment. I just wanted a refund so we could get a door before the cold weather.d a door from performance remodeling july 22,2022.I was told by the salesman **** the door would be ready in 2 weeks,I do live in a modular home and the guy knew.2 weeks go by.I call the company and the door is not even close to being done.I called periodially,no door.Finally,a install date,nov.29 was arranged.They came and the door did not fit.It was measured two different times.That same day,I went to the company to get a refund since my door was currently not on order.I gave them.$15Now,I cannot get a install date or even a estimate when.00 down.I just wanted my money back so I could get a door before winter.Now,Dec.26,I am running my furnace more,costing me more.I am retired,on disability and need the door.My husband is 70 and I am 68.PLease help me get my money so we can finally have a secure home.I use a piece of styrofoam board propped by a ladder to try and keep the cold out.It does not work so well.

  

  Business Response

  Date: 01/13/2023

  *****************,

   

  Per our previous communication with you, the door is a custom made size, our manufacturer produced the incorrect size originally. As soon as we found out, we contacted them to expedite to production of the new door. The manufacturer is telling us we will have the door within the next 2-4 weeks. We have a standing order to install the door immediately once it arrives. Even though the manufacturer produced the wrong size, we have still bought and paid for the custom unit that is coming. We plan to proceed as soon as we possibly can once we have the door.