ComplaintsforHigh Performance Homes Inc

• Initial Complaint

  04/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 3/5/2024, HPH salesperson visited for soliciting roofing service. He claimed HPH replaced roofs in our community, pointing out some houses across mine to give me assurance. On 3/6/2024, ***************** from HPH visited my house and presented me with a video he took showing mold in the attic. My son had respiratory issues; thus, upon hearing the medical issues, **** pressured me to sign the contract, emphasizing delays would only escalate cost, mold growth, and health issues. I signed it.On 3/11/2024, I called **** and asked him to do repair job instead of roof replacement because of financial burden. **** answered that due to mold and multiple leaking spots, the cost would be as much as replacing the roof. At this time, I expressed my intent to cancel the contract, I believed; but **** did not say about the right to cancel.On 3/13/2024, an HPH employee called and said I need HOA approval for roofing replacement. I contacted HOA office and approval process will take 30 days (see attachment #1). It made me wonder why **** had told me he could get a replacement job to be done in 3 weeks when signing the contract instead of 3 weeks from the approval from HOA (see attachment #2: it was sent from **** on 3/14/24 saying he can move up a few weeks, which contradicts what the other PHP employee said about being unable to schedule work without HOA approval. Then the project should have already started on the week of 3/13/24 since he promised the work could be completed within 3 weeks from the signing date.On 3/16/2024, when I visited with my neighbors (living in the houses the salesperson pointed out) for HOA signatures, I heard they (including a neighbor living in ***** sq ft house, similar in size to mine) hired different companies and the cost approximately $20,000 (v. HPH $40,425.66 include tax, more than double). Later, I got two estimates from two roofing companies. Their estimates are below $20,000 (see attachments ********** 3/22/2024, a mold inspector visited for inspection. He said that the mold wouldnt affect people if it remained in a closed space. This is contrary to ************** assurance.I sent a letter to HPH on 3/27/2024, asking them to cancel the contract and/or verify ambiguous contract provision written in tiny font You have a legal right under federal law to cancel . Because I found the contract is lack of RCW 19.186.020 (9) mandatory requirement later, I asked HPH what federal law is HPH mentioning? On 3/29/2024, Instead of answering my question and explaining salespersons deceptive HPH emailed me a letter stating that I must either proceed with the contract or pay a cancellation fee, without directly addressing my inquiry (see attachment #5).HPH lied/misrepresented and used undue influence to get me into the contract.

  

  Business response

  04/10/2024

  Customer ************* signed an agreement with us for roofing services on March 6, 2024. Such agreement contains a right to cancel provision in compliance with both state and federal law (pg. 16). 
  
  ************* sent a notice of cancellation on March 27, 2024, outside the contract rescission time frame. We provided an offer to ************* to reconsider and continue with the
  project to avoid the cancellation fee, which includes the non-refundable deposit past the recession time frame. We do hope that ************* will accept our offer and continue with the project. 

  Customer response

  04/16/2024

   
  Complaint: 21535919
  
  I am rejecting this response because:

  
  Please see attached document for my response. I'll also send email to *******.

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/2/24 @ about 1530 HPH came soliciting to my home. I informed ******* we have the city municipal code for soliciting posted at both entrances. He said he's not soliciting. I also point at our no soliciting sign posted on our door. I explained the municipal code is not law. I then told him to leave which he did not. He continued to stand there so I told him to leave repeatedly and then told him leave or I would push him off my porch. Which he replied nobody's worried about you. While continuing to stand at my door. I told him to get the f*** off my property which he then slowly backed up while saying something. About 1hr later I was outside and the same guy drove by slowly with 3 other guys wearing HPH high visibility gear with windows down and the guy who came to my door then pointed at me and said that's him and the rest of the occupants started saying something I could make out.

  

  Business response

  04/10/2024

  Hi *****,

  Thank you so much for your feedback. The first impression of our High Performance customer journey is a top priority. We regret that you have not had a high performance experience thus far, and we sincerely apologize for any inconvenience.
  
  It is absolutely against our company policy to knock on doors marked "No soliciting" or be disrespectful in any way. We will be issuing a write-up and retraining of the individual responsible. We will also reinforce with the managers that they are to remind our brand ambassadors daily to not knock on "No soliciting" doors and any further instances will incur immediate disciplinary action.

  We would love to make up for any inconvenience this may have caused. Please reply with your favorite restaurant and we'll email you a $50 eGift card to treat you to a night out and hopefully help make up for the inconvenience you experienced.

  We hope our swift actions in this issue have made a positive impact. If there is more you wish to discuss, please let us know so we can assist.
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Ran credit multiple times without permission.

  

  Business response

  04/04/2024

  We proceeded in good faith with both written and verbal approval from Mr. **** to try to provide financing options for his home improvement project. Mr. **** signed an application for credit on February 19, 2024 with 1st *************, which was declined. Mr. **** subsequently provided proof of income on February 22, 2024 to approve re-running his credit through 1st ************* and other bank options to try to get approved, which was unsuccessful. 

  Customer response

  04/04/2024

  Im not sure what I want from Hph. I would just like them to know that I did not give permission to run that many credits reports had they given me a call and asked me if I could. I wouldve told them no. I already knew my credit was low and didnt think Id qualify in the first place, **** is a good salesman and we agreed to at least try. I thought for sure that once he saw my credit report for the first try there would not Be any other additional tries I just wish they wouldve communicated with me. Secondly, when I did try to get a hold of ****. He did not respond for almost 2 weeks when he did finally get back to me he told me that I did not qualify because nobody had mentioned that I did not qualify and that he had been on vacation. Thats why I didnt get back to me. I feel that if youre gonna be responsible for people, you still need to let them know when youre gone and give them another they can go to to find out information. My credit report because it was ran so many times is in the 400s. It is super hard to climb out of that when I dont qualify for credit and I havent used my credit in a long time. Once again, I dont know what I expect from them other than I wish my credit report could reflect that it was ran too many times, and I think HPH Needs to figure out a way to work this out. But more than likely nothing will happen at all but thank you for listening. I just do not know what to do now as far as trying to get my credit back up. Meanwhile, my roof is not fixed and it continues to get worse

  Customer response

  04/05/2024

   
  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

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 7/2021 we contracted w/HPH to provide a full re-sheet, replace siding, 7 windows and 1 glass patio door. Deposit paid upfront. We were told HPH had their own installation crews, all materials installed per manufacturer spec, project would be completed Aug/Sept 2021. We were not contacted again until 12/2021, told that these were verbal agreements, HPH was not required to honor them and subcontractors would be doing the work. Our request to cancel the contract was denied, we were compelled to accept the scheduling. Contractors began work on 1/24/2022: our property remains in the unfinished condition in which they left it on 1/27/2022. Contractors unlawfully removed building materials from our property without homeowner permission, prior to job completion; HPH continues to skillfully navigate away from this issue. Full re-sheet not provided, contract was not adhered to, windows installed crooked/dont lock, 9 of the 15 foundation vents were covered over w/new siding, wrong siding installed on 2 walls, other multiple installation issues and overall subpar workmanship. HPH Property Inspector determined that our entire project needed to be redone. They have had over 2 years to resolve this situation yet have failed to do so. HPH presented 2 options in 4/2023; we learned, upon receiving a DocuSign with a balance due of 32k+, that pertinent details had not been disclosed to us. Their business practices have been questionable, they have verbally threatened legal action against us at least 3 times, did not reply to our last email in August ********************************* over 5 months. Our trust in HPH is irreparable. Our experience has been highly contrary to their sales presentation and online presence. We are not convinced they have been acting in good faith all along. We are requesting that HPH refund our deposit and void the contract(s). Many details have been omitted due to length limitation. Sending documents/pictures to you by mail.

  

  Business response

  02/16/2024

  Dear *******,

  Thank you so much for your feedback. Your High Performance customer journey is a top priority to us. From your complaint, it sounds like you have not had the High Performance experience we strive to offer every customer. We were so sorry to hear you were disappointed with your experience. We are committed to listening to our customers' experiences so we can continually improve. 

  We have been conducting an internal investigation in order to document and appropriately address the issue. In our investigation, we discovered the two main points of contact who worked on your job are no longer with HPH. We are researching the entire case so we can respond with a fair resolution. We aim to have this investigation completed by the end of next week.
  
  We make the commitment to be respectful, professional and polite in all community interactions, and again sincerely apologize for your experience.

  Thank you,

  High Performance Homes

  Customer response

  02/22/2024

   
  Complaint: 21251553
  

  I am rejecting this response because:
  Their written intent to research our entire case with an aim to have this investigation completed by the end of next week is not a resolution. HPH representatives investigated our case twice in 2022 and to our understanding, it was again reviewed in 2023; none of which resulted in a resolution. Historically, HPH has repeatedly ignored our concerns, skillfully navigated away from other issues, and used various delay tactics, all of which, in part, have continued to hinder our efforts in reaching an acceptable and timely solution. Their response to our complaint to the BBB appears to be no different.
  This is the third time in our history with HPH that they have neglected to maintain contact with us over extended periods of time; for 5 months following contract signing in July 2021, for nearly 3 months between September 2022 and December 2022 and for 5+ months from August 2023 to date.
  We sent documents and pictures by mail, to the BBB as indicated in our original complaint letter. Its my understanding that they have now received this information and once they have completed their review of the materials, will be forwarding them to HPH.  
  We will await HPHs response and look forward to a timely, acceptable resolution to this situation. 
  
  Sincerely,
  
  *********************

  

  Business response

  02/23/2024

  Dear *******,
  
  We have completed our internal investigation in order to document and appropriately address this issue. We understand that our previous attempts to resolve your project concerns weren't successful. We sincerely apologize for any frustration or miscommunication. We would also like to reassure you that our certified, licensed, bonded, and vetted subcontractors are ready, willing and able to successfully complete the work needed.

  We'd like to offer an $8,000 credit and a redo of the needed work, if you agree to pay the remainder of your balance due.

  We believe our offer is fair and addresses your initial concerns. Please let us know if you would like us to move forward with this solution and we will send you the addendum to sign.

  Thank you,

  High Performance Homes

  Customer response

  03/02/2024

   
  Complaint: 21251553
  
  I am rejecting this response because:

  HPH is again offering an $8,000.00 credit, but still does not include or explain all the terms and conditions involved. The letter, documents, and pictures that we sent to the BBB by mail, as part of our initial complaint, *** have provided additional insight regarding the issues and our experience with HPH.  We are uncertain whether HPH reviewed them or considered this information when determining their solution.  Having completedtheir internal investigation of our case, they should have realized that it is ambiguous phrases such as a redo of the needed work that has continued to stall the process and is one of the reasons previous attempts to resolve this situation have failed. We would like to avoid the recurrence of the same or similar previous issues and/or cycle of events that have transpired over the past 2+ years as summarized below:
  Case in point #1:  We met with our primary contact and the contractor at our property on February 15, 2023 to view and discuss our project;on April 10, 2023 we were given 2 options. Moving forward, we notified HPH of our decision the following day. This resolution failed as we learned after-the-fact having received the addendum dated May 3, 2023, that pertinent details of this agreement had not been disclosed to us.
  Case in point #2: At the end of May 2023, a third letter was sent to HPH Company President; a meeting to include all involved parties was requested and a deadline of June 30, 2023 was set, by which time an acceptable resolution needed to be agreed upon and all transactions completed. On June 15, 2023, I received a voicemail message that was partially undecipherable but suggested HPHs intention of imposing legal action against us. The day after we informed HPH that we had consulted an attorney, we received an email that HPH wanted to schedule installation of the last bedroom window which is the first time they have attempted this but did not address any other issues with our project. On June 30, 2023, we were notified that HPH Company President was willing to give (us an) $8,000.00 credit and redo the job We responded via email dated July 2, 2023 but received no reply. 
  We initiated a telephone conversation with our primary contact on July 12, 2023 and he agreed to send us a detailed description of the work HPH would be providing. We received an Additional Work Authorization addendum dated July 18,2023 which were: redo all siding including tear off, Install all new plywood on the home, adjust windows for proper locking.  This is not only vague and misleading; it does not include or address any of the other multiple issues HPH has been made aware of nor does it state that HPH would be removing the remaining T-111 (that was left in place).  The clarification, we received on an Addendum Approval form, dated August 1, 2023 included: HPH replacing 16 sheets of plywood. Customer has 6. HPH is to provide 10 sheets. Adjust locks on all windows HPH installed, Reset patio door. The reality is that the 6 sheets of plywood they are referring to has been laying in our front yard for the past 2+years and are weather-damaged; our primary contact has seen these materials and knew this.  All of the windows were installed crooked; there is no indication that this would first be corrected. Another item listed was Open all foundation vents that were closed during the original install. HPH will replace any vents that will not open. To be clear, the foundation vents were not closed. The original foundation vents were flow-through,non-adjustable vents and so are the 6 that the contractor installed.  They blocked and covered over the other 9 of the 15 existing, required foundation vents with siding; there are no foundation vents to open, so as written, their statement is misleading and makes no sense. We never received the itemization or fair and comprehensive list that were referenced in an email we received dated August 21, 2023. Nowhere has it been stated that all materials will be installed per manufacturer specification. Our initial mistake was not having the salesmen provide, in writing,this and other pertinent information we were given, verbally, at the Point of Sale which HPH has used to their advantage.
  HPH has continued to use words such as redo, entire job and all new materials but their definition of these words has not been clarified, as previously requested and the written version has been quite different from the verbal descriptions we have received.  We would like HPH to explain exactly what those words mean in relation to our project.
  An addendum was signed for HPH to provide additional work, that was not listed in the original contract when a dry rot issue was discovered during the tear-off phase. It is unclear as to the reason we would be required to sign another addendum for anything at this point. We would like HPH to provide a valid explanation as to why this would be necessary what the addendum would include outside the scope of work in the original contracts and addendums.
  HPHs assurance that their sub-contractors are certified, licensed, bonded and vetted has no merit whatsoever as we have been told this previously.  It would be reasonable to believe that the 3 contractors HPH has brought to our property since 2022 also had these credentials. HPHs track record for choosing contractors in our case, has been unacceptable.  The following is a summary of our experience:
  Contractor 1: 1). Unlawfully removed material from our property (the jobsite) without homeowner permission and prior to job completion 2). Made structural changes,unauthorized by the homeowner that placed our property out of compliance with insurance, flood zone and building requirements. 3). Did not adhere to the contract 4). Failed to install all materials per manufacturer specification. 5). Provided subpar and unacceptable workmanship throughout our project. According to our primary contact, they had provided work on other ************ prior to ours but they have since been fired.   
  Contractor 2 Our primary contact spoke very highly of this contractor whom reportedly had provided the work on several other ************ and received excellent reviews. The time of the meeting was changed,without notification, and had already taken place by the time we arrived. We have reason to believe this was deliberate. We were told later that we would not be able to communicate with the contractors/installers while they were working on our property, (again). There was no agreed-upon, written plan in place yet HPH attempted to schedule our project. According to our primary contact, this contractor was also, later, fired.
  Contractor 3 Our primary contact provided this contractors company name at our request and brought them to our property on February 15, 2023; we were informed that they do all jobs north of *******. We were unable to locate any online reviews or references. On the L&I website, their license was listed as Suspended;Does not meet licensing requirements; when it became active there was a complaint against their bond which appears to have later, been dismissed. Their NAICS code indicated that they were a ******************* Their contractor license was again suspended as of June ******* which is also their current status.
  Due to the series of events and issues we have encountered following contract signing in 2021, our trust and confidence in HPH has been irreparably damaged. To move forward, first and foremost, all terms and conditions of any agreements would need to be included, explained and/or clarified (if necessary), detailed and in written form. We would like HPH to provide, in detailed, written form, a comprehensive list of what they consider to be needed work, the scope of work they will be providing, and an acceptable plan as to how HPH intends to correct all of the errors/issues, verify the presence/absence of any additional errors/defects the original contractors *** have concealed underneath the materials they installed. Please be concise and avoid using information or statements that *** be misleading or open to interpretation.
  We believe, based on our experience(s) to date with HPH, that our requirements at this point, are reasonable and necessary to avoid any miscommunication or misunderstandings,to ensure transparency and that all involved parties have a clear understanding of all information, goals, and expectations.
  
  
  Sincerely,
  
  *********************

  

  Business response

  03/19/2024

  Dear *******,

  We received your feedback regarding the previous offer's use of terms such as: "redo," "new materials," and "entire job." We understand your desire for ****************. However, outlining every detail at this stage to exact specifications can be challenging.
  

  To simplify the process, we are returning to the original two options offered on April 10th, 2023:

  1. Full payment for a complete project redo that adheres to the original agreement.
  2. An $8,000 credit towards your balance due with the project left in its current state.
  

  Please let us know which choice you prefer.

  Sincerely,

  High Performance Homes

  Customer response

  03/26/2024

   
  Complaint: 21251553
  
  I am rejecting this response because:

  Neither of the options HPH has presented are acceptable; our reasoning for this is included in the following paragraphs.
  It has been 2+ years since we contracted with HPH in July 2021. Nearly two months have elapsed since filing our complaint with the BBB on February 5, 2024; during which time HPH has presented one offer and two options, essentially the same as those we had received on April 10, 2023 and June 30, 2023, prior to BBB involvement. We have provided,in our responses and supplemental documentation submitted as part of our complaint, issues, concerns and reasons why these and other previous attempts to resolve this situation have failed. HPH seems to have largely disregarded this information as well as our feedback to their responses.
  Complete clarity is not only desirable but necessary, especially at this stage given our history with HPH.  It would seem reasonable that the specifications and scope of work to be provided, would be furnished, in writing,regardless of how challenging this *** be in an effort towards ensuring transparency and that all involved parties have a clear understanding of all information,goals, and expectations.
  We are unclear as to how returning to the original two options would simplify the process.  Previously, we referred to a redo of the needed work as ambiguous, stating, in part, that it is phrases such as this that has continued to stall the process.. Option #1; a complete project redo that adheres to the original agreement is no different. We have yet to receive HPHs definition/meaning of redo, and entire job. In prior communications the meaning of all new materials, has been variable, and included using the water-damaged plywood that has been laying in our front yard for over two years. We also requested that information and statements be concise,avoiding those that *** be misleading or open to interpretation and that all terms and conditions of any agreements be included.
  Regarding Option #2; our balance due could be, in addition to the $20,000.00 deposit we paid upfront, anywhere between 10K+ to $32K+ according to the invoices and addendums we have received;none of which have included an accurate amount or correct information.  Our project would be left in its current state, which at this point we are unsure if HPH fully realizes what the current state actually is. At no time has any HPH representative taken any notes during our face-to-face encounters or while viewing the property.   Currently, our project is unfinished, with multiple installation issues, and is out of compliance with building, insurance,and flood zone requirements resulting from the unauthorized structural changes made by HPHs contractors. We have already provided additional information regarding the numerous other issues involved in previously submitted documents.
  We feel that we have made every reasonable effort to work with HPH to resolve this situation and   have provided them more than ample time and opportunity to accomplish this. Our complaints, project issues, concerns and requests have been largely disregarded by HPH.  They have been unable, in nearly three years,to provide a resolution that will correctly and completely resolve the issues with our project, to demonstrate follow through or provide timely and appropriate communication.  
  At this point, in consideration of HPHs responses, it appears that history is being repeated and no meaningful progress towards resolution has been made. We continue to question HPHs integrity, sincerity, and intentions. We are agreeable to the BBBs arbitration service, which is offered at no additional cost to either party and would like to know if HPH would be agreeable to this as well, to resolve this dispute. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gutters not installed properly, needs to adjusted or re-do installation. Rain from gutters running off the front. Gutters are sloped downward.

  

  Business response

  09/14/2023

  Dear ******************, thank you for reaching out. Your High Performance customer journey is a top priority. We see that you are experiencing issues with your gutters, and we sincerely apologize for any inconvenience. 

  Our repair coordinator, ***** will be reaching out to you to schedule the inspection to investigate and correct the issue.

  We are committed to listening to our customers' feedback so we can continually improve their experience.We are confident our inspector will be able to assist you in working towards a resolution of this issue.

  Thank you,

  High Performance Homes

  Customer response

  10/18/2023

            I am writing again about the gutters installed a *****************************************************************
  I complained they were not installed properly and also installed were the wrong gutter covers.
  It seems when it rains the water off the roof is over flowing off the gutters and water running off the gutter covers. Allowing water to drain over the gutter and on the driveway and yard. The gutters are not full and some do run through the down spouts. I've called HPH many times and seem I am getting a run about. The solution has not been resolved. I am attaching pictures and the last e-mail from HPH (*****) I recently received.
  

  
  

  

  Business response

  10/24/2023

  Please note that High Performance homes has contacted the consumer *****************************, inspected the gutters and found no holes, and have offered to replace the rain gutter covers in question. We are currently coordinating the best schedule for all parties.  Once any work has been done we will alert you of the results.  -  HPH

  Customer response

  10/25/2023

  I sent more information to you by e-mail today 10/25/2023. By reply from e-mail sent by ************************************

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

  Customer response

  10/27/2023

           These are the covers recommended by HPH to maybe correct the problem with my gutters'
  HPH mentioned there will be an extra cost for installing and another cost for the other cover. The one installed is not collecting the water off the roof and running over the front. When the gutter crew installed the gutters they forgot to add the covers at the time the gutter was installed.  We had to call and ask where the covers was.  Later a crew game out and installed a cover over the gutter, with we unseen what was being installed.  Now they want to charge us for there mistake and charge us for installation new covers and also the cost of different covers. I feel we should not pay for their mistake. Help us solve this issue
  

  
  

  

  Business response

  11/09/2023

  Hi ******************, 
  
  Thank you for your continued patience while we investigated this issue. After our research, we found no gutter covers on the initial contract signed 9/5/2020. When the install was complete per the signed agreement, we received a claim that the gutter covers were supposed to be in the contract. Therefore, we returned to install the premier gutter covers at no cost to you.
  
  Our gutters come with a two year warranty for any defects. Upon inspection, we confirmed the gutters are three years old, were properly installed, and currently have zero defects. The overflow issue is caused by **** and leaves on and in the gutters. This is a deferred maintenance issue. Any gutters and gutter covers need to be maintained by removing **** and leaves in order to avoid overflow issues.
  
  Our options to resolve are:
  1. Install new gutter covers at cost (Customer would pay the estimate of $1,296.00)
  2. Remove current gutter covers at no cost to you
  3. Customer can remove leaves and **** to increase water flow
  
  Any of these solutions should work for your needs, as long as the gutters are maintained regularly. Please let us know how you would like to proceed.
  
  Thank you,
  High Performance Homes

  Customer response

  11/17/2023

  I guess the gutters and the covers is a done deal. We tried to get things done on the gutters and have covers installed. We have been complaining to HPH for over 18+ month.  HPH sent out two agents, one quit and both said the gutters was installed improperly. There is a slight angle to the gutters down away from the roof line. HPH never sent out and gutter crew to look at what needed to be done until BBB sent them my complaint to you. Than it was a different company that installed the gutters. I feel we was misrepresented on the gutters and the covers. There was a sales representative by the name of ********************************* and she said cover came with the gutters. I looked at the contract and it listed N/A. It was her mistake for not checking the proper box. HPH gave us a long run about. I do not recommend HPH to anyone. I feel they are undependable. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When the sales team came out they told me that new gutters were included with my roof. I signed the contract where I thought I was getting an 360 lbs shingle with an 50 year warranty and gutters on 5/30. Then I got a call and they told me that they had put the wrong color information on the contract so I needed to sign an amendment. Then without notifying me they decided to put it on a 12 month 0% instead of an 18 month 0% interest loan which is what they sold me. Then when I ran the shingles by the *** they found that the website had different information than their sales material and that the shingles werent compliant. They upgraded me to the to the next level shingles at no extra cost because the information was wrong. I signed another amendment to the contract. After about a month I got a text saying they didnt have the color I picked out so I needed to sign another amendment. I googled what was on the amendment and found that it wasnt a different color it was a different manufacturer. When the inspector came and I asked him why the gutters werent installed they said they werent in the contract. If I am told that the gutters are included, how am I supposed to know that they would be listed separately on the contract? Now I have been going back and forth with them about the gutters and the fact that what has been installed is not what I was sold. They refuse to cover the cost of gutters and say on top of the $50k I will be paying the best they say they can do is give me gutters at cost. You would think that if they have caused this much miscommunication and frustration then they could cover an additional ~$3000 for gutters. Definitely not worth the hassle or them now sending me information that conflicts with what the sales team showed me. To try to prove that I got what I paid for. I might have gotten what I paid for but I didnt get what I was sold.

  

  Business response

  09/14/2023

  Dear ***************, 
  
  Thank you so much for your feedback. Your High Performance customer journey is a top priority.  We regret that you feel that you have not had a high performance experience, and we sincerely apologize for this. 
  
  There is no customer gutter agreement on file. We investigated the issue further and we were unable to find any notes or communication about adding gutters to the sale. Unfortunately, we have no documentation to install gutters.
  
  We can understand how the assumption might have been made, but regretfully we have no record that the gutter installation was included in the project scope of work. We have communicated with the project estimator to be more clear when finalizing the contract with our customers going forward, so this type of miscommunication doesn't occur again.
  
  For the shingles you received, we did upgrade the product for free from Duration to Woodmore to make up for the inconvenience of the original color choice being out of stock. This upgrade is valued at $3270.
  
  Our offer to add gutters to your home at our cost is still available to you until 9/25/23, if you like. After then, if you choose to not move forward with the gutters, we request project completion paperwork for the roof and windows to be signed. Additionally, we would like to offer you a $300 credit to help towards making up for any misunderstanding and the inconvenience of multiple color/shingle addendums.
  
  We are committed to listening to our customers so we can continually improve the customer experience. We hope this clarification will turn the experience around for you and again, we apologize for any misunderstanding.
  
  Sincerely,
  High Performance Homes

  Customer response

  09/18/2023

   
  Complaint: 20594323
  
  I am rejecting this response because:
  Although I appreciate the offer of a $300 rebate for the inconvenience, the fact that I never wanted the upgrade in the first place doesnt justify the cost on your part. I was sold a roof with new gutters and so I would not see how I should be grateful for that fact that again ************* sold me a shingle with the wrong specifications on their sales pamphlets nor the fact that they told me that the gutters were included. 
  Sincerely,
  
  *******************

  Customer response

  09/22/2023

  This company sold me a roof with false information and made promises that they then did not deliver. $300 is not enough to pay for the gutters they ensured me were part of what they sold me. The fact that you are considering this matter closed is absurd when I am asking for what I was sold. 

  Customer response

  09/22/2023

  This company sold me a roof with false information and made promises that they then did not deliver. $300 is not enough to pay for the gutters they ensured me were part of what they sold me. The fact that you are considering this matter closed is absurd when I am asking for what I was sold. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a roof installed by HPH. I met with the sales person everything seem to be OK. I was made several promises that were not true. First, that the new roof would be **** resistant, it is not. That the bird blocks around my house would be replaced. They were not. I was told that I was going to be getting 10 sheets of plywood to be replaced on my roof. That became a debacle. I was told my plastic vents would be replaced with metal vents. That is not true, since I went with a ridge vent. But I was told that they would be. While inspecting the attic area, the sales person stepped between the rafters and caused a nail pop in my ceiling in my hallway. The paperwork was not completed properly. It had to be redone twice. I was not informed of a $203.50 filing fee. When I confronted HPH with that, they did say they would take care of that and take it off. When it came time to schedule my roof, I spoke to the scheduler they did not include the 10 sheets of plywood. There were only 3 listed on the contract. Another addendum that had to be done for that. It wasnt done correctly and had to be done twice. I had 3 addendums that had to be done to actually get this correct. When the crew came out to deliver materials, they only brought 3 sheets of plywood instead of the 10 that were in the addendum. They had to go back twice to get the proper amount of plywood. I came home one day and found the crew camped out in my flower bed rather than on my grass, trying to get some shade because they were hot. I also found where there were the crew had caused more nail pops in my ceiling in the closet. I had to get those taken care of. Which they did. Upon completion of the roof I found that the bird blocks had not been replaced. They were never going to be. The metal vents were never intended to be replaced because of the ridge vent. The nails used were to long and caused damage to the eves. I was told that was just part of the job. There is more but I dont have space.

  

  Business response

  08/22/2023

  Dear ******************,
  
  Thank you so much for your feedback. Your High Performance customer journey is a top priority. We regret that you have not had a normal high performance experience thus far, and we sincerely apologize for any inconvenience. 
  
  We are committed to listening to our customers' feedback so we can continually improve their experience. Additionally, we are committed to doing our utmost to make any corrections needed within the scope of the contract. Below are the solutions we provided for each issue listed within the complaint.
  
  1. the new roof would be **** resistant, it is not." - The signed contract states"OC Duration with Algae Resistance" The attached material order shows the correct Duration shingles were ordered for your job (Attachment 1. Material Order *******).
  
  2. the bird blocks around my house would be replaced. They were not. Upon completion of the roof I found that the bird blocks had not been replaced. They were never going to be" - The new project estimator apologized for his mistake and offered to obtain an estimate of the job cost to replace the bird blocks with new ones and credit back the cost. We provided training to the project estimator to avoid this issue in the future (Attachment 2. Bird Block Text *******)
  
  3. I was not informed of a $203.50 filing fee. When I confronted HPH with that, they did say they would take care of that and take it off." - This charge was removed (Attachment 3. & 7. Credit to Customer & Plywood Quantity Addendum Lacasse attached). We apologize for this misinformation, we provided training to the project estimator to avoid this issue in the future.
  
  The rest of the issues appear to be about inefficiencies and miscommunication. We sincerely apologize and wish to inform you that we have either trained where applicable, or made corrections to our process to avoid future issues.
  
  4. The nails used were too long and caused damage to the eves. I was told that was just part of the job." - In the attachment (Attachment 4. ******* contract (Pg12)), page 12, titled Important Facts Regarding Your Roof Remodel end of paragraph 2 titled Home as a Construction Site states: "Nails may penetrate through the plywood of the *****. Going forward, we have coached all project estimators and project coordinators to proactively point this out and verbally inform all roofing customers that this will occur, in order to manage customer expectations.
  
  5. I was told my plastic vents would be replaced with metal vents. That is not true, since I went with a ridge vent. But I was told that they would be." - We apologize for this miscommunication. We provided training to the project estimator to avoid this issue in the future.
  
  6. While inspecting the attic area, the sales person stepped between the rafters and caused a nail pop in my ceiling in my hallway. - This repair was completed and resolved to the customers satisfaction as shown by the three attachments (Attachments 6. Nail Pop ***********************. HPH Signed Completion Form *******, and 6. FSB Signed Completion Form *******). Training was provided to the project estimator to avoid this issue from occurring in the future.
  
  7. There were only 3 sheets of plywood listed on the contract. I had 3 addendums that had to be done to actually get this correct. When the crew came out to deliver materials, they only brought 3 sheets of plywood instead of the 10 that were in the addendum. They had to go back twice to get the proper amount of plywood."  - This issue was corrected (Attachment 3. & 7. Credit to Customer & Plywood Quantity Addendum *******). However, we want to apologize for this inconvenience/inefficiency, and inform that training was provided to the project estimator and project coordinator to avoid this inefficiency from occurring in the future.
  
  8. I came home one day and found the crew camped out in my flower bed rather than on my grass, trying to get some shade because they were hot." - We were informed there was no damage done to the flower bed (Attachment 8. Workers on Break *******). However, we want to apologize for any inconvenience, and inform that training was provided to the project coordinator and the crew to make a plan to avoid this issue from occurring in the future.
  
  With the attached proof, we were able to determine HPH has completed their signed contract, as well as any repairs needed. However, HPH would also like to offer an additional $300 customer credit to assist with our sincere apology for the misunderstandings and inconveniences that occurred.
  
  Thank you,
  High Performance Homes

  Customer response

  08/29/2023

   
  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

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this company come out and install a roof. During their stay, they did not properly secure the roof before leaving, and it leaked and caused damage to the inside of the house that was not addressed. They left trash in my flower beds. No one on the crew spoke English, and we needed to communicate with them, causing a safety issue. The transitions on the roof were not of quality and unsightly. They charged for the removal of nails and could not produce proof that the nails they removed were from my house (I feel this was a scam). They replaced the wood and roof on my awning it is leaking and sagging. They refuse to do anything about it. No communication.

  

  Business response

  05/10/2023

  Dear ********************, 
  
  
  Thank you so much for bringing these issues to our attention. Your High Performance customer journey is a top priority to **. We pride ourselves on creating lifelong clients through the best customer experience possible and it sounds like to date, you have not had the normal High Performance Experience.  
  
  
  We understand your home is your safe space and one of your biggest investments. We take the responsibility of caring for your home seriously. To hear of these issues is disappointing, and we can understand how disappointed you feel right now as well. We want to sincerely apologize on behalf of everyone at HPH for the inconvenience and any stress or frustration these issues may have caused. 

  
  We can report that our install manager has committed to working with you towards resolving these issues and is planning to visit you tomorrow morning to begin the needed corrections. We can assure you, ************** will do his utmost to correct these issues.
  
  
  Additionally, we have begun conducting an internal investigation in order to document and appropriately address the process gaps that caused the issues, to see how we can turn this around for you, and to ensure this type of issue does not happen again.
  
  Please feel free to reply to the email we sent you earlier today if at any time you are experiencing communication issues during the resolution process.We make the commitment to be respectful, professional, and polite in all community interactions, and again sincerely apologize for your experience.
  
  Respectfully,
  High Performance Homes

  Customer response

  05/10/2023

   
  Complaint: 20043284
  
  I am rejecting this response because:

  I have heard this exact sentiment come from your supposed managers and here I am almost a year later still fighting. You already had someone come out and they instructed your company what to do and when you came out you only addressed one of the aspect your qualify inspector you sent out recommended. It has been my experience with your company that you do the very least in hopes to shut customers up and I am tired of your words. I need action. I have received poor customer service, over priced service, and have been scammed by your nail pulling charge (I have discussed this with other roofing contractors and they have all said its something that is used in the industry to increase install price). So no I do not believe you or your hollow response. 

  As far as an internal investigation this is hilarious nothing will happen. Again a hollow response with on real value or follow through.

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

  

  Business response

  05/11/2023

  We are in communication with this customer. Our install manager visited the customer's home today 5/11/23 and made a punch list of items they will fix to the customer's satisfaction.
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Late January 2023 I agreed to have siding work done on my home but changed my mind before the docusign was complete or a start time was agreed to. The additional contract adds on he said was picking colors was actually add ons they can add playwood and all sort of extras they can raise the price with;and ***************************** poor product knowlege was suspicious but the lieing about what was on the docusign is real bad it destroyed any trust between us.I called him 2-11-2023 to cancel. I just recently called them to ask where is my $10,000 dollars is. They said they would call right back a few days ago and I have not received the call they promised.

  

  Business response

  04/03/2023

  Dear **************,
  
  
  Thank you so much for your feedback. Your High Performance customer journey is a top priority to us. We regret that you have not had a normal high performance experience thus far, and we sincerely apologize for any inconvenience.
  
  
  We are committed to listening to our customers' experiences so we can continually improve. We were able to conduct an internal investigation in order to document and appropriately address the issue. Here is what we discovered:
  
  
  1/18/23 The contract was signed via Docusign.
  1/18/23 $10,000 deposit received.
  1/20/23 The welcome call/email to schedule the job was done. The customer never responded.
  2/8/23 The addendum (attached) was sent for the color and product verification. As shown, there are no add-ons or additional costs.
  2/8/23 The customer blocked the project estimator's number so we could not reach him.
  2/10/23 The project estimator called the customer from an office line and reached him. The customer said he would sign the addendum the following morning. While the customer mentioned his delay to sign the addendum was due to health issues, there was no mention of cancelling the job.
  2/11/23 The customer texted the project estimator that he was "No longer interested in siding" (attached).
  2/11/23 The customer's info was passed to the project estimator's manager who attempted to call and did not reach the customer.
  3/17/23 The customer sent an email requesting a refund, stating he requested to cancel on 2/11/23, which is 24 days outside of the three day rescission time frame (Section two, page five of the contract, attached).
  3/17/23 Project estimator manager called the customer who did not answer. 
  3/17/23 Project estimator manager sent a follow up email to the customer and the customer did not respond. 
  We have no further records of the customer reaching out to request to cancel or to request a refund.
  3/22 HPH received the customer's ******************** complaint.
  3/22 HPH began this investigation.
  3/23 HPH received via certified mail a 30 day notice of intent to file a complaint with the *** board.
  3/24 Project Coordinator initiated our exit interview process to cancel the job with the customer. 
  3/28 Project Coordinator sent notice to cancel letter to the sales team.
  3/29 The customer has not responded to any communication from HPH.
  
  The customer has neglected to return any calls or emails to complete our exit interview process. Per the signed contract, the resolutions available are: 
  1. Complete the exit interview and pay the exit fee of 33% 
  2. Continue with the job
  
  We make the commitment to be respectful, professional and polite in all community interactions. We understand if you choose to continue your exit interview. However, if you choose to move forward with your project, we are confident that we can turn this experience around to give you a high quality install experience!
  
  
  Sincerely,
  High Performance Homes

  Customer response

  04/09/2023

   
  Complaint: 19629544
  
  I am rejecting this response because:
  
  Sincerely, HPH
   I cancelled by text before the addendum was complete or start date was set.

  I called the main office to get my money sent back to me ; the office worker said they would call me..I still have not received a call from them.

  
  

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  What was told to us upon sale of new roof & what was delivered upon install was not up to their sale. Their was no contract ever given to us upon sale or job finish. We were assured there would be a 4 or more man crew to do the job that would be done in 3 to 4 days, with a company representative that would be stopping by to check the work being done. There was a 60 year old gentleman and a 38 year old man team that came from more then an hour away with the 60 year old doing the roof tear off and major grunt work and clean up and the 38 year old doing the roofing in the rain that took 6 days to finish the job. There was no company representative that ever came out to talk to us or check on the work being done. They said this roof is 50 year roof guarantee and 25 year **** guarantee if they can't deliver the crew how do I know the guarantee will be held up. I am a 100% disabled veteran who was scammed by the promises of a company that said one thing and delivered another. Their cost for this was $36'263 dollar's we have paid $12,329 cash down and are expected to pay $23,934 that is due **** which will be cash unless I can get them to lower price to reasonable amount. I Need Your Help for justification of this fraudulent company. Thank You *************************

  

  Business response

  03/07/2023

  Dear Mr. ***** *******************, thank you so much for your feedback. Your High Performance customer journey is a top priority to us. We have investigated your complaint and have found that there seems to have been a misunderstanding/miscommunication, and for this we sincerely apologize.
  
  
  You mentioned in your complaint: The crew consisted of two men and it took six days to install.
  
  
  Our project estimator, ****** and our project coordinator ****** both explained: 
  
  
  "Typically there are three to four people on site, and most jobs take three to four days on average weather permitting. 
  
  
  We would like to clarify: The average roof completion rate per crew is 10 squares per day, and a pitch over 8/12 can expect around two to three additional days for installation. This will increase the higher the pitch. Your roof was a 10/12 pitch and almost 40 squares. The two man crew was able to complete the install within six days. 
  
  
  You mentioned in your complaint: You were told a company representative would be stopping by to check the work being done.
  
  
  We would like to clarify: Our company representative arrives to do a final inspection to ensure the job was done to the warranty specifications. **** completed the final inspection on 3/3/23 and found no issues with the install.
  
  
  You mentioned in your complaint: Their was no contract ever given to us upon sale
  
  
  We would like to clarify: We have the contract you signed via Docusign, and can send you another copy, if needed.
  
  
  We now understand that your expectations were that the crew would be larger and faster and that you were expecting a representative to stop by during the project, not after completion. We also understand that these miscommunications may have caused doubt about the quality of the install and the scope of the warranty. 
  
  
  We would like to assure you that all of our crews are strictly trained by ***** Corning according to their platinum warranty standards, which reserve the right to randomly inspect our jobs each month and we have never failed an inspection.
  
  
  To further restore your confidence, our install department manager, **** and your original project estimator, ******, have schedule a time with you for tomorrow, Wednesday 3/8/23 at 11:30AM to complete an additional final inspection and go over the warranty to ensure you received the product and service you agreed to paid for, regardless of the fact that it took two days longer than expected. They will also reassure you that the product and workmanship is still fully covered under the 50 year warranty, should anything happen.

  
  We are committed to listening to our customers' experiences so we can continually improve. We will take the information we have learned from this issue to improve our communication across all departments to ensure an issue like this doesnt occur again. We truly appreciate your patience and understanding while we investigated and corrected this issue, and again sincerely apologize for your experience.

  Customer response

  03/08/2023

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

*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. ↩