Complaints

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

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  High Performance Homes Inc

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

  
• 

  High Performance Homes Inc

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

  
• 

  High Performance Homes Inc

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

  

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

• Initial Complaint

  Date:03/30/2025

  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.

  Signed a contract with *** on 3/2/25 to install a new roof. Gave them a deposit of $5,000 (processed within an hour) and before the loan application was completed. On 3/4/25; sent both Salesmen an email at 11:24 am canceling this installation and asking for a refund - NO RESPONSE. i did not have the office manager's email so I sent him a text at 12:25 p.m. NO RESPONSE from him either. The only person who contacted me was the Sales Mgr (*****) requesting a better understanding of what happened from the day I signed. Explained to him that it was a large investment (>$38.3K) and I wanted to get a couple other bids. Continually received reminder texts regarding the installation date several times a week. ******* exts kept telling me the General Mgr would be calling me. Never heard from the *** On 3/17/25; I asked the ***** again about my refund & was informed the office never received a signed NOC from me. Written emails & texts to all involved were sent. Never received a copy of the installation document. ***** provided me one on 3/17/25 for my records. The contract clearly states I have until midnight on the 3rd day after signing the contract to cancel and would receive a refund within 7 - 10 days of canceling. I canceled on 3/4/25 so I should have had my deposit of $5,000 back in my account by 3/18/25. ***** informed me on 3/17/25 that since they did not receive a signed ***, the cancelation was not processed. I sent written cancellations to 3 people within the 3 days, so I am not buying this excuse. ***** sent me a snippet of an email from the Finance Manager stating the cancelation was finally processed and I would have my deposit back within 7 - 10 days depending on my bank. What does my bank have to do with it? It took them less than an hour to get their money, so why does it take so long to get it back? Ten business days from 3/17 has also come and gone. Office Manager and General Manager never responded to me AT ALL!

  

  Business Response

  Date: 04/03/2025

  Dear *****,
  

  Thank you for bringing your refund inquiry to our attention. We have investigated the matter and identified an internal bank processing issue that caused the delay. We resubmitted the refund on March 31, 2025. Please allow standard bank processing times for the funds to appear in your account. We sincerely apologize for any inconvenience this may have caused.
  

  Sincerely,

  HPH

• Initial Complaint

  Date:03/10/2025

  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.

  I contracted with this business to have a new roof put on the house. When the workmen left, I discovered a circular crack in the location where the truck was parked. I have been trying to work with this business to resolve the issue. We have sent photos back and forth and I have sent them videos showing the before and after condition of the driveway. They have been very unresponsive to my concerns. Every time I speak to someone at the organization, they promise to look into the matter, but don't get back to me. The work started on January 11, 2025, and ended January 14 2025. It has been well over 2 months now and this issue is still not resolved. I have called and left several messages. I have spoken to 3 different people on several occasions, and nothing is being done. No one picks up the phone on a regular basis, seems like the only time I can reach them is on Saturdays, when there are no decision makers around, and I am told that they will be sending the information forward, still nothing, I think the pictures and videos are enough for them to investigate and see that the truck they were using caused the damage.

  

  Business Response

  Date: 03/14/2025

  Hello ******* and BBB representatives,

  ************* has provided the attached photographic proof of these pre-existing driveway cracks, confirmed by our team and shown to the customer by our inspector, ****** *******, on February 25, 2025. This evidence confirms the cracks were pre-existing and not caused by our roofing project or by our supplier, ***. We consider this matter closed and respectfully request the Better Business Bureau to remove this complaint from our records.
  

  Thank you,
  High Performance Homes

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23045598
  
  I am rejecting this response because:

  The pictures are not a true representation. They were taken at different times. The crack in question is in the photo that was taken at 8:07.  I have a video taken by my security camera, that shows that particular crack did not exist initially and only showed up when the truck left.

  Rather than denying the evidence. I want them to look at all the evidence. The videos showing before and after, where clearly the crack in question, was not there when the truck first pulled up and only seemed appear after the truck left. on the original set of photos. The video showing the contractor taking the initial set of photos, before the truck turned in the driveway. These photos were before 8am, and the crack in question is not on those. The video showing the contractor taking the 2nd set of photos, after the truck pulled out. This set of photos show the crack in question. There is other evidence I can present, which may lead one to conclude, that that particular crack in question, could have been caused by the contractor, they just need to be willing to speak to me about it, and consider everything. 

  And, if you look at the mannerism of the contractor taken each set of photos, he tends to pay particular attention to the area in question when taken the after set of photos. 

  And if you really study that particular photo, you can see and indentation where it appears that the stabilizing leg base rested partially on the cement and partially on the ground, which potentially could have caused stress on that area.  

  But since no one has taken the time to review all of this, they are quick to deny having caused that particular incident. If they review everything and consider what I can present. And still feel it is not conclusive enough, I won't be happy but can live with the results. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/18/2024

  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 was looking to get a quote for home repairs. Ended up using another company. Since then I have recieved numerous phone calls from them. I informed them of this. Asked multiple times not to be contacted. Asked to be removed from their call list. Told them I would report them if I kept receiving calls. The person today asked "do you know your name" when I asked to be removed. They are doing nothing but cold calling numbers. These calls come from random numbers from different locations. I have blocked them after receiving the calls and they continue to come. I replaced my roof. With a metal one. They didn't offer this service. I told them this multiple times. It has a 50 year warranty. A few times I said call me back in 50 years, jokingly. But this is getting to the point of harassment! I just want the calls to stop. Please make them stop.

  

  Business Response

  Date: 12/23/2024

  ****,

  Thank you so much for reaching out. We will immediately verify the removal of your phone number from our contacts list. Please accept our sincere apologies for the ongoing calls after you asked to be removed. This is strictly against our policy and we have spoken with the telemarketing manager about this and will ensure a full department retraining on the issue so it doesn't happen again. 
  
  We hope our attention to this matter has begun to turn your experience around. If so, we invite you to remove your BBB complaint. If there is more you wish to discuss, please reply and we will be sure to respond promptly.

  Thank you,

  HPH

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22704169
  
  I am rejecting this response because:

  I asked not to be contacted a half dozen times. I blocked numbers. I told the people calling I would report them if they kept calling multiple times. The calls continued. I recieved calls for 2 years. I made many attempts to rectify this cordially. I explained many times the 3 services you offered were not required. There was no update of my info. There was an insincere apology until the next time... The last person I spoke to before reporting was asked to remove me from the call list... they said and I quote "do you know your name, we just get a giant list of numbers" meaning no database, no customer notes... just repeated cold calling to people who have no need for the service. People who have asked not to be called. This wasn't a simple one off mistake... it was diliberate. If this type of harassment happened to me, I can only imagine how many other people on that "giant list of numbers" didn't want called repeatedly either. I worked for 20+ years in remodeling. I never advertised, cold called or anything. I did such a good job that people were excited to refer me. That should be the way business is done. Not calling 1000 people to get 10. The time for forgiving this treatment was the second "apology" not the 25th. Do better. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/13/2024

  Type:Product 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.

  Starting in August 2024, High Performance Homes ***resentatives came to our non-solicitation neighborhood knocking on our doors. Their *** wouldn't leave and helped themselves into our backyard. They only left after giving them our phone number. A few minutes later, I received a call from them and explained how their *** behaved and asked to be removed from their call list as I'm not interested in working with them. In September, they called again, multiple times a week, and I left them a negative ****** review, in which they assured me it was against their company policy for their employees to contact people who've requested to be removed from their call list. They sent me a gift card and asked me to remove my ****** review. I did not remove the review as they have continued to call, most recently on November 20, and again on December 13. I have also filed a complaint with the *** for harassment and fraud.

  

  Business Response

  Date: 12/23/2024

  Hello *****,
  Thank you for bringing this to our attention. We sincerely apologize for the continued disruptions you've experienced. We understand how frustrating this must be.
  As you know, we've already provided retraining and have made it clear to our team that any further instances of this behavior will result in disciplinary action, up to and including termination. Therefore, we are currently investigating the specific dates you provided to identify those responsible and take appropriate action. We want to assure you that we are committed to addressing this issue thoroughly.
  We also acknowledge your BBB complaint and ****** review. We understand your frustration and want to work with you to resolve this. Would you be willing to discuss what specific steps beyond what we reported above that we can take to rectify the situation to your satisfaction? We value your feedback and appreciate your patience as we work to correct this ongoing issue.
  Thank you,
  HPH

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22684596
  
  I am rejecting this response because: this is the same copy/paste email the company sent me in response to my complaint. Their response is a lackluster attempt to correct their failure to uphold their policies and local/national privacy laws. I was told I would not be contacted by them with my initial complaint in August 2024 via ****** Review. Obviously, training does not work and their employees do not adhere to their supposed policies. The resolution I will seek is for the company to remove ALL of my contact information from their system and stop contacting me altogether. I responded to the company's email with this as well, and stated that the only other communication I will accept is their confirmation that my information is deleted from their system.

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

  Customer Answer

  Date: 01/16/2025

  I have not received further communication from this company, but they have not confirmed that they have deleted my contact information from their system. This is the same thing the company did when I initially requested that they stop contacting me in August; however, the company claimed they "trained" their employees which is false. They did not follow through with their policy as they continued to contact me. I will not accept any resolution other than the confirmation that High Performance Homes has deleted all records pertaining to myself.

  

  Business Response

  Date: 01/16/2025

  Hello *****,
  
  Thank you for your clear request and your continued patience while we investigated this issue further. We can confirm that your information was removed from our CRM and all computer systems. We discovered your number was still on an old paper form that a new hire called without checking the *** list or asking their manager. They have received a warning and retraining. To prevent this issue from happening again, we have installed a call blocker, so that if someone accidentally dials your number, the call will not go through. We have added your number: ************ to the blocker and tested it to ensure it cannot be dialed (Test results below). If you have any other numbers we need to block, please let us know.
  
  We do hope this will rectify any issues permanently. If you are happy with our solutions, we would greatly appreciate it if you would consider removing your 1 star review. However, if you wish to discuss this further, please reply to this email and we will be happy to assist you.

  Customer Answer

  Date: 01/17/2025

   
  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:12/03/2024

  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.

  On Nov. 20th we had to **** from *** come to our house for an estimate. They sat down with us and went over the cost and est. payment. Never once did they mention the cancelation policy/cool down period. They sat in our home and used high pressure sales tactics. Informing us if we waited the cost of materials would go up exponentially. They sat in our living room while waiting for us to make a decision. We decided to sign the agreement. We did not read through the agreement as they briefly touched all bases of what was in said agreement. We are first time home buyers and were totally unaware of the 3 day cool down period. After 5 business days on Nov 29th I informed the *** that we did not want to follow through with the new roof and that financially it is a huge burden for us and we were getting super anxietal and stressed out regarding the financing of $32,000. He responded back with let me talk to my manager and this is an even better deal we can provide you with. Still not mentioning anything about the cancelation policy (I was unaware of at the time). I told him no again and he responded with we have a better deal free gutters! Today Dec. 3 I told him we wanted to cancel again and he informed me that I should review the cancelation policy. Which was the first time I even heard of said policy. So we are liable for 33% of the est. cost or we have to finance $32,000 and have the work be done. Granted I said I wanted to *** only 5 days after signing the agreement. No one has come out to take measurements and no supplies have been ordered for our house yet. Are we really stuck in this agreement? By law it says the door to door salesmaN is suppose to communicate with us the cancelation policy and the 3 day cool down period which their *** NEVER communicated this to me. I am hoping since I requested for the job to be cxld 5 business days after signing the *** agreement that I will not be liable for 33% of the cost. I do not trust this company to perform the work.

• Initial Complaint

  Date:09/19/2024

  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.

  This company did a horrible job on my windows. I left a review here, so then they reply with miss communication. I was supposed to file a claim with warranty department. No one ever said anything about that. When I called complained about the gap in the window and some dont lock. I was told someone will come out and look. Got a call *** said he be out in one to two weeks when he was in the area and never heard back. This company did a horrible job. Stuck paying for these crappy windows.

  

  Business Response

  Date: 09/20/2024

  Hello *******,
  
  We sorry to hear you've experienced issues with your windows. Our records show we have made attempts to try to get in contact with you in March and July regarding this issue and didn't hear back until we received your review. Since then, we've been able to reach out to you by email and are committed to resolving your concerns promptly. To expedite the warranty claim process, please provide us with the claim number you receive from ********. Our team will work with our representative to ensure a timely resolution.

  
  We appreciate your patience and understanding as we work to address this issue.

  Customer Answer

  Date: 10/01/2024

  Filed warranty and ***** called. Returned his call and have not heard back. 

  Customer Answer

  Date: 11/06/2024

  My issues have not been resolved. First the *** **** came out he from the window manufacturer, and said that the window are installed incorrectly and need to be replaced. Today the high performance homes guy came out ****) and he was so rude and said installed correctly it the manufacture defects. And drilled and was able to get the windows to lock. But nothing else for other issues. Said it fine. When clearly not.

  

  Business Response

  Date: 11/08/2024

  Hello *******,
  
  We sincerely apologize for the misinformation you received from the ******** representative. We understand how frustrating this must have been, and we will be addressing this with the manufacturer to prevent similar situations from occurring in the future. We are so glad to hear that **** was able to successfully repair the locks for you.
  
  To address the other issues, well be:
  1. Ordering a new screen (No charge to you)
  2. Ordering a new sash (No charge to you)
  3. Sending you a $200 restaurant gift card of your choice to try to make up for the inconvenience and miscommunication that has occurred.
  
  Thank you for your patience and understanding.

  HPH

  Customer Answer

  Date: 12/11/2024

  Hello
  Still no results, they said they come out and fix and have not also said they gave me a gift card. They did not
  

  
  

  

  Business Response

  Date: 12/23/2024

  Hello *******,

  Thank you for your patience while we waited for the materials to be delivered. We have received the materials and scheduled the repair. We were planning to deliver the gift card at the time of the repair. Please let us know if you have any further questions.

• Initial Complaint

  Date:08/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have got a window and roof through them. Found out by the city of ********* they never pulled a permit on either one. They applied new plywood on roof. And repaired dry rot around the windows. I'm fighting with them cause they are doing a bad job on the windows. Contract says exterior trim and they replaced 3 trims out of the 4. The 4th one has dry rot and says the sill is part of the siding when it's a window frame/trim I was also told flashing comes on all windows to make sure the rain falls away from the windows and there isn't. They used the wrong caulking around the trims. The windows are destroying my house and they are arguing with me and I'm paying 20k for the windows. They did the roof January 2023 and windows March 1st 2023. Came back February 2024 to redo dry rot on trim. I have a loan through salal credit union.

  

  Business Response

  Date: 08/26/2024

  Thank you for bringing this issue to our attention. We have reviewed the details of the complaint and have taken steps to address the customer's concerns.

  
  As per our customer communication, we have scheduled a visit on August 29th to rectify the issues related to the window trim and caulking. Our technician will be on-site to oversee the repairs.
  We are committed to providing quality workmanship and customer satisfaction.

  
  We will be repairing the window trim and re-caulking all windows. We had also previously repaired any minimal dry rot around the windows at the time of installation at no additional charge to the customer.

  
  We are confident that the upcoming repairs will resolve the customer's concerns and ensure the proper functioning of the windows.

• Initial Complaint

  Date:06/07/2024

  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.

  High performance home came out and gave us a quote and we had issues with them from the start on our install with them not following the proper permitting process.By the time it was done we thought thank goodness at least we have a good roof even if the process was terribleIf only we knew not even two years later and were having to have a second company come out to fix HPH terrible install! The warranty should cover the repair but what it wont cover is the black mold remediation we now have to pay for because their subcontractors did such an awful job and now we have black mold in our attic! Were out thousands because HPH subcontracts and their warranty says its not their problem if the $30,000 roof we bought isnt vented property! Do not go with them whatever you do!

  

  Business Response

  Date: 06/18/2024

  We have scheduled an inspection for June 12th, then we will proceed with needed repairs.

  Customer Answer

  Date: 06/18/2024

   
  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:05/01/2024

  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.

  I hired High performance homes to install replacement windows for my home. 14 windows to be exact. It cost ****** dollars. The caulking was awful on the front side of my house. I asked if they could redo the caulking. Every time they came out to try and remedy the issue, things just got worse. I now am looking at a mismatch window situation, and I feel this company should take responsibility. They mismatched the paint and also the front siding of my house. The wood framing of my front main window started lifting. They came out to repair it twice. The second time was when they removed the siding of my house and replaced it with a different color. They stated that this must also be painted within 3 months. This is absolutely, unacceptable. Due to this, I now have to paint my entire house. I originally had the windows placed to improve my home and not to have this company destroy the looks of it. If HPH refuses to take responsibility, I will have to take further action. I was reading through a couple of complaints from BBB and came across someone who also complained about the horrible caulking job. You would think with all the money you spend on improving your home, they would at least do a nice job. Never hire a company by its name. I thought they would do a High Performance Job. But I was greatly mistaken.

  

  Business Response

  Date: 05/15/2024

  
  Dear ****,

  Thank you for contacting High Performance Homes again regarding your window installation project completed in June 2023. We understand your frustration with the initial caulking application and the subsequent issues that arose. We sincerely apologize for the inconvenience and any additional stress this has caused. 

  According to the timeline of events: 
  
  1. June 2023 we replaced the windows according to the signed agreement.
  2. After the replacement, you directed our installer to touch up the caulking on the windows with a paint you provided that no longer matched the home's faded paint caused by deferred maintenance.
  3. This year as requested, we redid the arch trim, which impacted the weathered siding, and we replaced these pieces at no cost to you (IMG_2992(2).jpeg). 
  
  We're glad to hear that you're now satisfied with the window installation itself. Our internal investigation confirms this was addressed to your liking. 
  

  We understand your disappointment with the color mismatch on the pieces of siding we replaced for free. However, as we explained previously, we recommend that you paint the entire house as that would be the most appropriate solution due to the overall faded and crumbling condition of the existing paint. Painting just the replaced siding section wouldn't provide a uniform finish and could potentially lead to further issues down the road. 
  

  We want to be clear that repainting wasn't part of our original window replacement agreement, and replacing the windows did not affect the condition of the existing paint. We appreciate your understanding in this matter. 
  

  We understand and sympathize that repainting the entire house is a significant cost. As such, we'd like to offer a $300 contribution towards your painting project. This should more than cover repainting the few pieces of siding we replaced, if the rest of your house wasn't in need of painting as well. We do recommend that you address the rest of the paint as soon as possible before it compromises the integrity of your siding.
  

  We value your business and want to ensure your complete satisfaction for the scope of work in our agreement. Please don't hesitate to reach out to us directly if you have any further questions, concerns, or would like to discuss the incentive offer in more detail.
  

  Sincerely,
  High Performance Homes

  Customer Answer

  Date: 05/28/2024

  I have been waiting for this response for over a month. Unfortunately I missed the deadline because it was in my spam inbox. I would like to reopen this complaint. I reject the response. If it wasnt for the poor workmanship of the job I would not be in this position. My home did not need to be painted before the project was done. The caulking was horrible. All I originally wanted was to have the caulking redone. But because he said he couldnt do that this is why the paint was applied. There is more to this situation than I can write. Its not that simple. *** spent too much money for my home to look the way it looks.  Now I am forced to paint. Not because it needed it, but because of the workmanship that was done.  It also looks like I am not the only person that has this complaint with the caulking.  I was reading through the complaints on HPH and this has happened before. Not acceptable for the price we pay to improve our home with HPH.  I feel HPH should take responsibility and help pay for the repainting of my home. 

  Customer Answer

  Date: 05/28/2024

  I am sorry I missed the email I have been patiently waiting for. Unfortunately it was in my spam inbox. I wish to reopen this case because this is totally unacceptable. HPH needs to take responsibility for their horrible workmanship and the damage they have caused. My home did not need repainting before HPH installed the windows. But now I have no choice but to paint my entire house. The caulking around my windows were horrible and all I wanted was for them to remedy this issue. Its not my fault they sent the same person to just make it worse. How can this company just collect thousands of dollars and think they can just walk away with leaving my home looking like this. I think it is an insult to offer me 300 dollars for the damage they caused. This wont even cover the taxes on repainting  my home. Yes the original paint on my home was a bit faded, but it was not needing a new paint job until HPH got a hold of it.   HPH promised me a great job and delivered totally the opposite.  I dont understand why a company cannot repair a simple caulking job in the first place.  I wouldnt be in this position.  Do they think they did quality work?  How would they feel if this happened to their home.  I reject their offer of 300 dollars. Ridiculous!!!

  Customer Answer

  Date: 05/29/2024

  First of all, I asked your installer to fix the caulking because it was so sloppy in the front of the house.  He told me he couldnt do it so thats why we decided to paint the frames white. But because it was so bad that didnt even help,  .And secondly, when they placed the main big window in front of the house, they put back the old trimming by pasting it back together in pieces. They should have placed a new wood frame. Thats why it had problems when it rained. *** lived there for 5 years and we never had problems with it until now. If they would have done it right the first time this wouldnt have happened. And you are saying at no cost to me?  Are you not supposed to do it right the first time?  Apparently other costumers had issues with the sloppy caulking. Why is it that the person who did the back of the house did a good job.  How would you feel if this was your home.  Do you think this was worth ******?  

  Customer Answer

  Date: 06/24/2024

  High performance Home installed my windows June of last year. I recently filed a complaint for the sloppy caulking job they did and made it worse when they attempted to correct it. I now have to repaint the whole exterior portion of my house which they refuse to take responsibility for. The painters came out to pressure wash my house so that they can get ready to paint. It turns out that a couple of my windows are leaking. Ive pressure washed my house before and never had this problem. And this was when I only had single pane windows. I called High Performance Homes and addressed my concerns but they again are refusing to come out and readdress the caulking. I feel that they are not standing by any of their work. Now they are blaming my siding. If it was my siding why is it that it didnt leak the last time I pressure washed it with my old windows. All I asked was them to come out and re caulk a couple of windows. They are requesting my painters to re caulk them. This will cost me extra. I requested the manager **** to call me but I havent heard back from anyone and I feel I probably wont.
  

  
  

  

  Business Response

  Date: 06/24/2024

  Hello ******************, 

  
  Thank you for reaching out. We directly contacted you to discuss this situation as well as the issue of the windows leaking. During our conversation, we explained that high-pressure washing can sometimes compromise the seal on double-paned windows, leading to moisture and fogging between the glass panes. To address this issue, your painting crew will re-caulk the affected windows. Additionally, we suggested avoiding pressure washing windows in the future as a preventative measure.

  Your repair coordinator reported that you were understanding and appreciative of the explanation. We understand this situation could be frustrating, and we're glad we could provide a clear explanation of the cause and a solution for your windows.

  Considering the positive conversation and your satisfaction with our explanation, we believe this complaint can be closed. However, if you have any further questions or concerns, please don't hesitate to contact us directly. We're always here to assist you.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21649847
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  I am totally unsatisfied with the lack of support I received HPH. Not only did they totally ruin the exterior of my home with the terrible caulking job and refuse to take any responsibility for it but the never educated me on pressure washing my home. There is no use trying to get this company to do anything to make things right for a very unsatisfied customer.  I am not happy with the workmanship they did and cost me more money than I planned on paying with having to repaint my home.  I couldnt wait around for them to recaulk a couple of my windows because I already had scheduled painters to come out to fix what HPH did. I do not agree with the statement HPH wrote in regards to me being satisfied with their resolution of repairing the sloppy caulking job.  They act like they are giving me something free of charge but in actuality theyve only cost me more money. My home was in very good condition before they got a hold of it. I would suggest people go on BBB and review the complaints before they do business with HPH. They absolutely do not do High performance work. Once they have your money they do not want to deal with you again. The window installation manager doesnt even have the courtesy to answer your phone calls. He delivers his messages through his secretarys.  

• Initial Complaint

  Date:04/12/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Transaction Details-Date of Transaction: Original agreement signed at the end of December 2023; issue ongoing.Amount Paid: $0 currently paid; $50,000ish in escrow awaiting release upon satisfactory completion of work.Services *********************** removal and reinstallation of an 8.5kW residential rooftop solar panel system, along with roofing and other related services.-Nature of the Dispute-Description of the Issue: The solar panel system reinstalled by HPH has shown significant performance issues, with over half of the panels becoming unresponsive. Despite the initial satisfactory installation of other components (like roofing), the solar panel services have not met the expected standards. The company employed subcontractors for the removal and installation, whose work has now proven deficient. Additionally, it has become evident that the subcontractor is unfamiliar with the proper configuration and operation of the inverter and related equipment, further compromising the systems functionality.Current Status of the Dispute: HPH has been unresponsive, redirecting all blame to the subcontractor rather than taking responsibility for ensuring the quality of the work. They are also insinuating that the issues with the solar panels pre-existed, which shifts blame away from their services.Attempts at Resolution: There have been some attempts by HPH to address the issues, primarily scheduled visits by the subcontractor, to address the installation errors. However, their responses have grown increasingly dismissive, and they appear annoyed with the ongoing issues rather than committed to solving them. The subcontractors continue to be baffled by the Solar Edge inverter line of systems.

  

  Business Response

  Date: 04/26/2024

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

  Please accept our sincerest apologies for the ongoing issues with reinstalling your solar panel system after your roof and gutter install. We understand your frustration, and we deeply regret  that you did not have the High Performance experience we strive for with each customer. We want to assure you that we've taken significant steps to address your concerns:
  1. Fixed all panels and have discontinued offering reinstallation services on preexisting panels.
  2. Enhanced customer facing communication so all customers are treated with the utmost respect.
  3. Final Roof and Attic Inspection to be scheduled to ensure the final product is sound.
  
  Once again, we sincerely apologize for the inconvenience and frustration this has caused. We truly appreciate your feedback, patience and cooperation in resolving this matter.
  
  Sincerely,
  The HPH Team

  Customer Answer

  Date: 04/26/2024

   
  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.
  

  They really picked up their game, well done HPH!
  
  Sincerely,
  
  ***************************