ComplaintsforHigh Performance Homes Inc

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  10/01/2024

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

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  06/18/2024

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

  Customer response

  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

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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 response

  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 response

  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

  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 response

  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

  04/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  -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

  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 response

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

• 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. 

*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. ↩