ComplaintsforQuality First Home Improvement, Inc.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract for additional solar panels in March 13 of last year 2023. Down payment of $1000 Price increased from $16,988-$17,988 June 15th 2023 solar panels and hardware arrive.Paid for parts in full. Quality first crew arrived same day to do installation without any prior notification.**** attempted to proceed but realized the solar panel mounts were incorrect,this is an unacceptable error or Quality First.The above mentioned should not have happened! This project is on the same roof in which 10 solar panels were previously installed by Quality first.The solar division is in dissary.Losing employees and not following up on existing projects untill I inquired about ongoing delays!The company manager offered to pay for my utilitiey bill for several months of non producing solar panels.This has been over a year in which the inoperative panels have not generating.My first priority is to have this project completed then we can discuss compensation for delays and aggrevation!

  

  Business response

  05/20/2024

  We are currently assisting the customer in upgrading his system. 

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Quality first for a roof replacement. They also did my solar panels and in order to keep my warranty I have to use the same company. Everything started out good, sales teams was nice and very informative and they explained the prices are and how payment will be collected. I was also using my home insurance and I made it very clear to the representatives that I will be needing proof of completion when the work was done so my insurance can release the final payment, still waiting on that. After the sales team left the communication from the ******* and company was very poor. I was informed by the sales team that when the materials are delivered I would make my initial payment. I have a cashiers check still for the initial payment but, no one called or showed up to collect after the materials were delivered. Already Quality First is not following their own rules. I was informed by the ******* that it would take approximately two days to do the work, it took four weeks. After the first day of work removing the roof I contacted the ******* for status and what is the next step. I was asking for a road map of the process. What are the steps? I was not asking for a time line. I was left in the dark by the company of when workers would show up again and what was they were going to do. I asked to give us a heads up so someone can be at the house. I found out more and got better communication of what the next step is in the process by talking to the workers and not the ******* or main office. I called the sales team for status but all he can do is pass my question since it's not his job tracking. The work is still not done. I have informed them that my internet cable is dangling in the back of the house, it was never reattached. I still need proof of completion. After they failed to communicate with me what the process is they have the nerve to send me a letter threating to put a lien on my house. There are more issues but I don't have space left in this form.

  

  Business response

  04/17/2024

  We are currently in contact and working with Mr. ************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hires Quality Home Improvement in 2017 to replace my roof and to paint my house.The roof has a 50yr warranty and the paint job has a as longs as I own my home warranty. The paint has over passed years cracked and chipped. I reached out to warranty in 2019 and after 8 months I finally got repairs done, The man that did the repairs did not do a good job and ghosted me after he " finished" the repairs. The paint is cracking and chipping and I cannot get anyone at Quality Home Improvement to assist me, they take my information such as on 12/12/23 but no call back yet. This is terrible service ..

  

  Business response

  03/05/2024

  We contacted ***** and we are getting her on our Service Schedule.***** was trying to reach out to past employees that had originally assisted her with the project in 2017. 

  Customer response

  06/10/2024

  I am rejecting this response because: Please re open this complaint.  Quality First Homes has not honored their professional obligations and have not followed up on their word. No actions have been taken to resolve this complaint or fix the warranty issues. 
  in March 2024 QFH reached out after the complaint but have not done anything yet and  ignore my calls . I they made promise to send my case to someone else and  getting no answers. 
  
  
  
  
  Thank you.
  *********************
  

  

  Business response

  06/24/2024

  Our District Project Coordinator went out to *****'s home on Thursday 6/20/2024 and has discovered that the customer has standard house settling and has nails popping with normal wear and tear. This job is 7 years old  . Please close this complaint. We are working with the customer at this time for additional work ( not a service )  that she wants done. 

  Customer response

  06/24/2024

  I neither except or reject this response. I have had an ongoing issue since 2019. And until this is resolved then my complaint is not satisfied. Quality first homes has done an awful job of following up they've done an awful job of communicating with me. Never will I ever do business with them again. So yes I do appreciate them responding to your Better Business Bureau complaint but why didn't they respond to any of my communications?

  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summary: I got a new roof put on my house on 6/20/20 and it started leaking on 1/2/23. It took me 9 months to get the company out to fix it (I have screen shots of all my texts going back and forth to get them to fix. They said it was fixed In December 2023 it started leaking again. I have been trying to get someone out to fix the leak since beginning of January and they keep putting me off and saying they will get someone out and they will call me with appointment, but no one does. I have called or texted the company probably 20 times since December and nothing. TODAY MY CEILING COLLAPSED FROM THE *****

  

  Business response

  02/29/2024

  We are in contact and working with the customer. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got Quality First (**) Solar panels installed/activated in May 2020. We were promised to get a minimum of 5942kWh of electricity per year.However, we did not get the electricity as promised. NOTE: We do maintain the solar panels by spraying water regularly (As suggested by the ** technician).We reached out to them multiple times but in vain. Then we raised a complaint in BBB (Case # ********) and ** team came and installed an additional panel (in July 2022) to cover the difference in the electricity production. However, we are still not getting 5942kWh of electricity as promised.NOTE: For the complete year of 2023, we got 4986 kWh of electricity, which is 16% less than promised 5942 kWh.Please find the attached report of the monthly/yearly electricity production so far.

  

  Business response

  02/15/2024

  Quality First sold and installed a 2.65kwh system in 2020. Per the contract, solar addendum, and solar worksheet the system at full use and a 14.5 full sunlight each day it will produce ***** kWh a year. That is based off of 365 days of full 14.5 sunlight. This is just an estimate. As not all days in the year have 14.5 hours of sunlight. The main factor is that it produces 2.65 kWh during full daylight and sunlight. Which based off the Enphase monitoring it does. The system is producing accurate and to its full capacity. Also take in account the past 4 years our utility pricing has changed 

  Customer response

  02/20/2024

  I am rejecting this response because:

  14.5 hrs of sunlight everyday is practically impossible. I wonder why would you even calculate/assume the production based on 14.5 hrs of sunlight.

  I just want you to stand by what you promised. We were told (by QualityFirst) that the 8 panels of 370 W with an assumption of average 5.5 hrs of sunlight everyday will produce ***** kWh / year.
  For 1 panel = 742 kWh / year (370 X 5.5 hrs of sunlight X 365 days)
  For 8 panels = ***** kWh / year (370 X 5.5 X 365 X 8)
  Clearly our system isnt producing as promised. In order to know how much is the production, please refer the attachment in the previous email.
  
  Also how does it matter if your utility pricing has changed? I paid the money in 2020, and you didnt deliver what was promised yet.
  
  Also note that initially in 2020, when the PGnE ppl came for inspection their paperwork clearly said that the panel are estimated to produce only ***** kWh / year. We were concerned and when we reached out to your team, **** (fromQualityFirst) said that they will reassess after 6 months and add additional panels free of cost to homeowners and we will get what we promised. Please refer the attachment.
  
  However, Till now - I never saw the production of ***** kWh / year. You guys have clearly not delivered what you promised, which is very disappointing. Please dont promise something that you cant fulfill.
  And the worst thing is that there is no response to emails, and for phone calls - we are asked to reach out to someone, and then to someone else but no solution at all.

  
  

  

  Business response

  03/04/2024

  We are currently working with the customer. 

  Customer response

  03/08/2024

  I am rejecting this response because so far I haven't received any communication from Quality First. They haven't reached out to me yet.
  

  

  Business response

  03/28/2024

  Upper Management is working on a resolution. 

  

  Business response

  04/09/2024

  We are currently working in upper management to get the issue resolved.  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Quality First Home Improvement has been calling me repeatedly over the last two months. This is not a business I have ever worked with and I don't know how they got my number. My phone *************) is on the Do Not Call List.

  

  Business response

  02/03/2024

  Thank you for reaching out.  We have no desire to call people who wish not to be called; under the impression  you were seeking helping with your Heating and Air system.  

  Please accept our sincerest apology for calling you. We will not call you again.  

   

  ***************************;

  Customer response

  02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.  I ask you to keep a record of this complaint.  The business promised not to call again.  So long as they abide by that, I'm happy.  But if they're calling again in a month, I'd like a record to show that, as of Feb. 5, ****, they promised not to call anymore.

   

  Cheers,

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

  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018 Quality First installed windows in my home. I was led to believe I had a lifetime warranty. December 2023, I noticed condensation in the master bedroom window. Also, when opening the window, it was difficult to get it closed and appeared to not be in the window opening securely as the window frame was moving like it wanted to pop out. I've been getting the run around as to who should take care of the problem. Quality First is also requiring me to pay them $140 for someone to come out to look at the window. I feel that I should not have to pay them anything if the window was not installed properly.

  

  Business response

  01/16/2024

  Customer does have a lifetime warranty with the manufacture, our install warranty per contract that was signed by the consumer is 6 mos-2 year install warranty anything after that time we require a trip-fee. We have explained this to the customer, we have no issue in assisting the customer if they would still like to move forward we can get them on the schedule.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been receiving calls nonstop from this company, and no matter how many times I have requested they take me off their call list, they won't. I tell them I don't need their services, I don't own a home, stop calling me, everything. TAKE ME OFF THE CALL LIST.

  

  Business response

  01/15/2024

  We want to sincerely apologize for the constant calls you've been receiving and the frustration it's caused. I can only imagine how disruptive and annoying it must be, especially after repeatedly requesting removal from the call list, I want to assure you that you have been removed from our CRM and dialer. Again we apologize. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I continue to receive high volume of sales calls (at least 3x a week), after repeatedly declining any services offered. *** tried blocking phone numbers and actually demanding they strike me from any cold call listings. I just want them to stop the calls! Thank you.

  

  Business response

  01/02/2024

  Your # has been removed from *********** list.  Thank you .

  Customer response

  01/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Contract: 04-23-2023.Approximate Commencement Date (per contract): 05-23-2023 Approximate Completion Date (per contract): 08-23-2023 Date of Initial Installation: 06-14-2023 Money Paid (down payment): $8,553.00 Money Owed (upon completion of project): $19,957 The dispute involves eight of the fifteen windows that had the incorrect drop size on the internal window grids and the replacement of those windows (a total of nine panes need to be replaced). While the business has made somewhat of an effort to resolve the problem, we are going on six months without resolution. The lack of follow up status calls from them and our calls just not being returned has been a frustrating experience. We are seeking follow up status calls, replacement of the incorrect windows and a reduction in cost due to the length of the project and for the time we have spent trying to resolve it.Contract Number: ****

  

  Business response

  12/04/2023

  We sincerely apologize for the delay in scheduling your installation. We understand your frustration and appreciate your patience as we work to resolve this issue.
  We have been in close communication with the manufacturer and are expecting to receive the final piece of glass soon. Once we have the glass, we will immediately schedule your installation.
  In the meantime, we will provide you with weekly updates on the status of your order. We are committed to keeping you informed and ensuring that your installation is completed as quickly as possible.
  We value your business and regret any inconvenience this delay may have caused. Thank you for your understanding.

  Customer response

  12/08/2023

  I am rejecting this response because: While we appreciate the apology from Quality First, and we do feel that it is sincere, their response back did not fully address the three items that we are asking for them to address in our complaint.  The first one was being in weekly contact with us about the status of our replacement windows. To their credit they have reached out twice this week and I have been speaking with ******* about our project. The second one a was replacing the incorrect windows. This has only been partially remediated as we still do not have an approximate date and time when the replacements will completed and then installed as we are now nearly six months from the initial installation. The third one is about a reduction in cost due to the length of time it has taken for this project to be completed and for the time we have spent trying to resolve it. Once all three items have been addressed, we will be happy to accept their response.

  
  

  

  Business response

  01/02/2024

  We are deeply sorry that our previous response to your complaint fell short of addressing your concerns. We understand the frustration and inconvenience you've experienced with the window replacement project, and we are truly committed to making things right.We appreciate your patience throughout this process and want to assure you that we are actively working to resolve the remaining issues. We are in close communication with the manufacturer, and the expected arrival date for your replacement glass is now the week of January 8th, ****. As soon as the glass arrives at our warehouse, we will prioritize your project and contact you immediately to schedule a convenient installation date and time with our trusted installer.We understand that the extended timeline has caused significant disruption, and we want to thank you for your understanding and continued cooperation.We value your business and trust, and we are committed to regaining your confidence. We believe that transparency and proactive communication are key to rebuilding that trust. Therefore, we will keep you updated regularly on the progress of your project and be readily available to answer any questions you may have. If there's anything else we can do to further address your concerns, please don't hesitate to reach oout to us. We are here to support you and ensure a satisfactory resolution to this situation.

*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. ↩