ComplaintsforPerformance Remodeling

• Initial Complaint

  02/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/22/2024

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

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

  Customer response

  02/22/2024

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

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  01/30/2024

  Good afternoon,

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

  Customer response

  01/30/2024

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

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  01/13/2023

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

   

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

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a door wall installed on 11-14-22. When the installer left and we were looking at the door wall we could not lock the door wall, there were many imperfections, and the blinds were lopsided. I called and spoke with ****, she sent **** out later that week. **** said this could all be taken care of with a good cleaning, and he would send someone out to professionally clean it. He said in order for the door wall to lock you have to shut it just right. I never got a follow up phone but got an email a few days later asking me to approve the request for payment. I replied with no one has come out to fix the door ****************** stated that I needed to pay and then they would come out and pay. I told them I would be happy to put the money in an escrow account until the job was completed properly. She then sent **** back out. **** scrubbed the door wall. Upon checking his work, I told him some of the original marks were still there and now he has rubbed it so hard the finish has been taken off. He got loud and said Lady, come on, now your just nit picking. I told him I was not. He said he was done servicing me and that I would never be happy. I emailed **** told her of the situation. I got no response from her but then played phone tag with the ** **** who told me the owner **** has been out twice and said the door is fine and he has pictures I said I do to and if that was the owner I can't believe how he talked to me after reading reviews, at that point **** interrupted me told well we are going to go ahead and process that lean and we will see you in court and hung the phone up on me. The door wall still has marks on it, does not lock properly and the blinds do not work properly. This company treats their customers terrible. They are rude. They are great until you have a concern, then they just want their money and to be done with you. The communication is terrible between their team and their customers.

  

  Business response

  12/07/2022

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

  We installed this door and you signed your completion form that you were happy with the work. **** our superintendent came out on your initial request because you were unsure how to operate the door locking mechanism. **** showed you how and you said you would send in payment. Then when we tried to collect, you said the door was dirty. **** again came out and cleaned the door with windex and a magic eraser, nothing caustic or abrasive.  You still refused payment. At that time ****'s response nothing I can do is going to make you happy if you just do not want to pay. We are following standard protocol for a customer refusing to pay. The door wall operates and looks great and we have photos of it to prove it. 

  Customer response

  12/07/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  Their response is incorrect.  I called the day of installation letting them know the doorwall did not lock and that there were several marks on the door.  They sent **** out who looked at the door explained the door must be shut perfect in order for it to lock.  He also said the marks on the door could be cleaned off and that he would send someone out to professionally clean it.  At no time during that visit was a payment even discussed.  The first I heard of a payment request was a week later when **** sent me an email requesting the payment, at that time I responded to the email stating that I was waiting for someone to contact me to come out and clean the door wall like I was told by the man that came out to inspect the door wall.  In her follow up email she stated that once I make the final payment someone would come out and take care of it.  I replied with I will make the final payment once the door is properly cleaned without any issues.  I also stated that I would be happy to put the money in an escrow account until the job was completed.  The response from the company also states the door wall is perfect and that **** came and used windex and a magic eraser.  Which he did, and that magic eraser he scrubbed the marks so hard with that it removed the finish.
  Regards,
  
  ***************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A contract for the installation of a new, custom 12' patio door-wall was executed on April 29, 2022. The salesperson, *******************, over-promised a complete install date within six weeks of the initial deposit being made and a singed contract return. Fast forward over six months, and I am still waiting for the company to complete the job. In this time, installers have shown up at my home on three separate occasions with the wrong size screens, have installed an incorrect product (non-pet screen on one screen-door), have left the doorway portion of my home unusable as there are parts missing, and have had the audacity to call of two documented occasions to strong-arm me into paying the balance in full for the job. I have attempted to resolve the issue with the alleged owner/manager, ****, and was met with countless excuses and told "to get on with my life". That was on September 2, 2022, and NOTHING has transpired since that call. Additional calls/texts to **** have gone answered and have simply been transferred to Franga for inconsistent follow-up. ****** has told me the na adjustment to the balance will be forthcoming but has yet to provide me with a $ amount. As of today, the sliding glass doors are still unusable, there is still one screen door completely missing, the one screen door that was installed is the incorrect size per **** (installer) and has the wrong mesh installed, and the project is still missing hardware (i.e kick-stop). We have lost the use of our doorway for an entire spring, summer AND fall.

  

  Business response

  11/16/2022

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

   

  Based on the conversation you had with our owner on 11/15 here is recap of the 3 reasons why your job does not qualify for a discount.

  1. Severity of Issue - There was a an issue with the screen material type and a s**** size. While inconvenient, this is very low as far as severity.

  2. Profitability - On your original contract, you purchased (2) 6' patio doors. Upon ordering our owner looked at your home and determined the better option for your home would be a quad panel patio door. This product is considerably more than the 6' options but Our owner upgraded you at no additional charge as it was the right thing to do.

  3. Experience - We have been upfront and forthright about everything since the day we signed the contract. We have been in constant communication and have tried to meet your needs at every turn. Your attitude in dealing with several of our staff members has been extremely difficult even though everyone has been trying to get your requests resolved.

  *************** was home during the completion of the install and sign the completion form. The final balance of $2,550 is now due.

   

  Thank you

  Customer response

  11/23/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  1.  I am confident that the BBB does not appreciate blatant lies and false statements in response to their request for information.  It's obvious ******** (who has never spoken with me) didn't take the time to review the file before firing off a misinformed answer.  Yes, the wrong screen type was installed on the ONE screen-door that was installed.  To say that the other issue was a "missing screw' is absolutely false - there was a completely missing screen door.  Only ONE screen door was installed (forced into the tracks) making the entire unit inoperable for its intended use.  Not being able to use an entire doorway is more severe than ***************;claim of being a "very low" issue.  Multiple photos and videos are available to outright refute this claim.
  
  2.  The original schematic was changed by the sales manager after the contracted had been executed and a 50% deposit paid on the job.  Additionally, the sales manager tried to extort an additional $2500 (estimated cost by their sales team) to modify the header and complete the job.  This was adamantly refused.  At no point during the process was it remotely explained that the new design was in fact an upgrade until the harassing collection call was received on November 15, 2022.
  
  3.  ************;someone's attitude difficult after waiting seven months for a completion of a job that was supposed to take three is laughable at best.  Having the owner, D*** Hotea, tell me to "get on with my life", that he was "going to cut me off at the head", and that he looked forward to "bleeding me dry" financially is threatening behavior from someone unfit to work in the customer service industry.  Then again, this seems to be his style of handling any type of conflict as based on multiple, similar reviews online.

   

  
  Additionally, *************** did not sign the original contract making her signature at completion irrelevant to the entire situation. 
  
  Regards,
  
  *********************************

*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. ↩