ComplaintsforQuality First Home Improvement, Inc.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have told them to stop calling me. I have blocked their number. Their overly-aggressive salespeople just won't stop calling me no matter what I do. From different numbers.

  

  Business response

  11/27/2023

  We are sorry for the inconvenience caused by the recent phone calls. We understand that this may have been disruptive and frustrating. We have removed your name from our CRM system, which should stop the calls from coming in. We appreciate your patience and understanding.

  Customer response

  11/27/2023

  I am rejecting this response because:

  I dont believe you. If I actually dont hear from your company again, I will consider the matter resolved but it is too early to be sure.

  
  

  

  Business response

  12/04/2023

  Please accept my sincerest apologies for the excessive amount of calls you have been receiving. I understand how disruptive and frustrating this must be for you, and I want to assure you that we are taking your concerns very seriously.
  We have investigated this matter thoroughly and have identified the root cause of the problem. Unfortunately, there was an error in our system that resulted in your name and number being mistakenly included in a calling list. This error has been corrected, and your name and number have been permanently removed from our database.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed contract 5/5/2023 for a roof, solar + batteries, and roof extension for $71,666. QF has not finished the project as of yet, 11/13/2023, I am still waiting on my roof extension and to repair the solar hookup because when the power shuts down my well pump was not connected. I never had this issue running off of my little generator and certainly did not pay such a large sum of money to not have water when the power goes out.On top of not being happy with the length and unfitted project, I was and am very unhappy about lack of communication throughout this process. Random workers showing up at early hours of the day (I work the swing shift at the as an RN), waking up to banging on my door or footsteps on the roof above my bedroom, no heads up about delays and how long things will take, empty beer cans on the job site...The president of the company ************************* promising me a discount, promising me that someone will come out and finish up the project but NOTHING.And on top of this, I am now discovering that my solar doesn't produce the energy they promised. I cannot afford to pay off my solar + PG&E. I feel like this whole project was a scam. I was suckered in my the A+ or "diamond standard" BBB rating and I cannot believe it!!!

  

  Business response

  11/14/2023

  We are going out to see customer on Friday 11/17/2023 to rectify concerns. 

  Customer response

  12/08/2023

  I am rejecting this response because:

  In regards to case 60295785-49F40 I see that it has been closed. I did not respond to the last communication because neither answer was correct. If I "accepted" QF's response it was said that the case would be closed. If I did not accept their response, well, then no one would have come out to work on finishing ** the project. Workers did in fact come out today, but no work was done because they did not have the right equipment to repair the solar. And in regards to the awning I'm still waiting for drawings, supposed permits, and work to be started and completed. Please reopen this case. Thank you.

  

  Business response

  01/03/2024

  We have been trying to contact the customer with no response. In order to rectify the issues we need to schedule with the customer. 

  Customer response

  01/03/2024

  I am rejecting this response because:  After nearly a month with no communication I received an email only yesterday saying that workers will come out to my property tomorrow.  That is only a two day notice without even checking in.
  

  Customer response

  02/08/2024

   Its nearly 3 months now since I originally filed my complaint, 11 months since I signed contract with Quality First for a project that was projected to take 3 months to complete and there has been no new progress. 

  

  Business response

  02/14/2024

  Due to waiting on the permit for the Patio Cover and the weather we had to postpone. We have this schduled for Monday 2/19/2024 Customer was left a message. 

  Customer response

  02/15/2024

  I am rejecting this response because:  Ive been told that Monday they plan on coming out to dig the trench to hook my well up to solar.  They have not told me when they plan on starting the awning.  AlsoMonday will be raining according to the weather forecast and this company has a history of just not showing up in bad weather.  Also, they say that theyve been waiting on permitsits been since May that I signed contract with them.  Any delays are on them for not submitting sooner.  I will not accept any response that they give until the project is completed.  
  

  

  Business response

  03/04/2024

  We are currently working with the customer. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was approached by a representative from Quality First who offered to get me a quote to redevelop my driveway. I scheduled a consultation, but the representative did not show up at the appointed time, nor did they contact me to reschedule. A week later I received a call from Quality First asking why I was not present for the meeting- I informed them that their representative did not arrive to my home. I received push back from the phone representative and was asked to reschedule. I declined and asked that they allow me to contact them should I desire their services. The next day, I received another call and again declined a further appointment. ***** persisted for one week before I demanded not to be called again and began blocking their numbers. Since then, over the last 2 weeks I have continued to receive phone calls from Quality First from different phone numbers each time.

  

  Business response

  11/27/2023

  We are deeply sorry for the inconvenience and frustration you have experienced with Quality First. We are investigating the incident and taking immediate action to prevent such occurrences from happening again. Your phone number has been removed from our call list, and you will not receive any further calls from Quality First. We appreciate your feedback and the opportunity to address these issues.

  Customer response

  11/27/2023

   
  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

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . We met with *******************, a sales representative for Quality First Home Improvements in August 2022 to purchase solar panels. On November 18, 2022, we received plans from *************************. Someone came to our home, walked on our ****, and let us know he broke some of our clay **** ****s and he would bring extra ones the next time they came. We just paid $40,000 to have all the **** ****s redone to fix a leak we had. We paid a ****er to fix and replace the broken ****s before it was due to rain that weekend. I emailed the company about this problem but we were never reimbursed for what we paid including the ****s. While we were on a winter vacation, someone from the company called me and said they were at our house to install the solar panels. I told the person on the phone that no one told us they were coming, to emails, calls, or texts. It was raining outside but they said they could still install the panels. When we arrived home from our vacation, we noticed divits in our new lawn from where the installers threw broken ****s down, holes drilled in both my kids ceilings from where they drilled three the **** and ceiling, and broken ****s put back together with white caulking throughout our newly redone Spanish clay **** ****. Also, we my husband and I had **** ****s behind our property for a detached structure **** we were going to replace, and they were all gone. They had used them to replace all the ****s they broke and then started using white caulk to glue others together. I contacted our sales rep and told him what happened. Over the last 10 months I have spoken to *************************, *******************************, and ***********************, all who have stated everything would be resolved, the drill holes in the ceiling, the broken ****s, and the replacement of our personal ****s that were set aside for a detached structure. I have emailed everyone and tried on multiple occasions to speak to someone in charge of rectifying the problem and have had no one return any of my calls.

  

  Business response

  11/15/2023

  We sent out our District Project Coordinator and he is working on getting the issues resolved. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a window from this company the same as all other windows ordered in the house from this company. We received an entire different window, of far less quality. The salesperson showed confusion after the sale. Regardless **** has confirmed problem with window. It doesnt even fit correctly. We have waited for 5 months for resolve. Many unreturned calls after saying they would call back. We want a refund or replacement of same quality at no further charge.

  

  Business response

  10/20/2023

  We have made multiple attempts to reach the customer to resolve this complaint, but have not received a response.

  Customer response

  10/30/2023

  I am rejecting this response because: 

  Wow that is really weird.  Please ask them to call ** or myself-  ************

  *****-  ************

  We havent received anything.  Always they disappear or do not return calls, then every few months they may call back and not resolve.
  

  
  

  

  Business response

  10/31/2023

  We have spoken to ** and informed him that Bill his Project Coordinator has ordered the window, and as soon as we receive the window in our warehouse we will reach out for the install. 

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had cement work done at my home this year and already regret that decision because of the following:1. The cement was finished on June 8, ******. Noticed the first crack on June 17, ******. Second crack on July 5,2023.4. Third crack onJuly 20, 2023 5. Fourth crack on July 28, 2023.It is way too soon to be experiencing this type of degradation, especially since Im a senior citizen and this work was not cheap. I just need this work corrected and not to look like a patch job.

  

  Business response

  10/11/2023

  Considering our prior investigation into the causes of concrete cracking, it is possible that the cracks in your concrete may be due to a number of factors. One being the watering of the New Concrete. We have a "Concrete Disclaimer" that was signed with the contract, which states that the customer was aware that this may occur. No further action required 

  Customer response

  10/12/2023

  I am rejecting this response because:
  

  

  Business response

  10/20/2023

  After inspection of ****************,s concrete she has 3 hairline cracks well within industry standards, we are conducting business in her neighborhood regularly and will keep an eye on it for her .Please close complaint.  Thank you  Attached Disclaimer & Photo 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a contract with Quality First Home for **** KW solar battery on 11/02/2022 and still, I can't run the system.I paid them in full because I believed them because they told me that the only remaining job is the app configuration. But I figured out that their installation was totally mess. The capacity of the battery was not able to feed my whole sub-panel. They told me at the contract time **** Kw battery can feed the whole sub-panel without any additional conduit.

  

  Business response

  09/28/2023

  Another ************* installed the customers panels we installed the battery. We paid that same company to re-wire our battery system, which has been completed. The customer was under the impression that a 6KW battery would power his whole house,so we believe he misunderstood what his Sales Rep explained to him. We cannot see if the battery is working properly in the Solar App "Enlighten" since the other solar company has control over it. Our Solar Project Coordinator is checking with the other company, If Enlighten shows all green on the other company's side, we will close the pending service.

  Customer response

  10/13/2023

  I am rejecting this response because: Thank you. Here are my responses.
  
  The payment made to another company by Quality First Home Improvement was not for re-wiring purposes but for an initial assessment.
   This secondary company conducted a thorough evaluation of the existing installation and identified several issues:
  
  1. The current battery is inadequate for supporting the sub-panel. While I was aware at the time of contracting that a 6KW system wouldn't cover the entire house, 
  I was informed by the sales representative that it would be sufficient for the sub-panel.
  2. There is an inconsistency in the wiring; specifically, large wires are connected to smaller ones by Quality First Home.
  3. Incorrect connections have been made in the Enphase controller box, which is causing it to emit beep noises.
  
  Following this evaluation, the external company provided Quality First Home Improvement with a quotation to rectify the issues and ensure the system functions correctly. 
  However, there has been no response from Quality First Home Improvement.
  
  Furthermore, since the installation remains incomplete (with the battery not being operational), there's no possibility for Quality First Home Improvement to monitor or review the system via the "Enlighten" app.
  

  
  

  
  

  

  Business response

  10/20/2023

  Our company paid Citadel ************************* to fix the wiring. If the wiring. If the wiring was done incorrectly again that would fall on Citadel and the homeowner should contact them as they are his solar provider. The battery he bought from us is not a whole house back up. It is battery storage for 2 circuits and will not back up the house or sub panel .He would at least (2) 10kwh batteries to do what he wants. Please close this complaint. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought windows with a warranty @ 3 years ago. A front window cracked right after substantial installation . It's been 3 years, and they were supposed to be here today, but they never showed. They were here recently with mismeasured windows. They were supposed to install today, and hadn't shown up by 2:30 pm. We were supposed to be the 1st appointment. I got yelled at and cussed at by someone who answered the phone. I paid over $12k for these windows. I do not recommend this company. Nothing but delays, poor institulation, mismeasurements, and excuses. Never use this company!!

  

  Business response

  09/19/2023

  First this is not covered under the warranty " Acts of man or God" is not covered per contract. Their son pushed out the window and kicked the glass. We went with a brand new window which they refused to allow us to install. They want an Amerimax window which they no longer make. They will only accept window if we replace two windows. The window is not a warranty issue. We were going to try and replace the glass only but that will not work.We have the window in our warehouse. Can be installed but they refuse. Please close this complaint. 

  Customer response

  09/25/2023

  I am rejecting this response because:

  #I This was not an Act of GOD. My son did not kick out the window. It cracked on the outside pane, not the inner one, and we have been attempting for Quality First to stand by their warranty for @ 3 years with nothing but excuses, and delays.

  #2 The window on the outside pane cracked very swiftly after installation, which was poorly done, as it was not screwed in properly, per staff of installers. The window was loose in the frame, and they added a long s**** to hold it in place. The staff even exclaimed over the shoddy installation of these very expensive custom windows. 

  #3 When the installers came with the replacement window many weeks ago, it was incorrectly measured, and they could not make it fit. The window was mis-measured by quite a bit. It also lacked the upgrade of the safety locks we paid for. How do you accept a window that cannot be installed?

   #4 I was told that day that the window replacement would be expedited in 2 to 3 weeks, as well as offered both windows in the front to match, as they sit side by side, and would be replaced together. I was more than amenable to this plan. 

  #5 I was contacted to change the installation date from Wednesday to Friday, as they were low on subs for installation. I readily agreed, as I was available, and wanted to help them. After @ 3 years, what is 2 days? We were supposed to be the first appointment, then they would do a job in Lodi. They never showed, and when I called to inquire in the afternoon, I was treated deplorably. I was cussed at verbosely, told my husband refused the windows (my husband had not spoken to them),, and the phone was hung up on me. 

  I want this matter settled immediately, or a full refund issued. 

  
  

  

  Business response

  09/27/2023

  This complaint needs to be closed due to the fact the homeowner told our installers that their son kicked the window out, per contract not covered under warranty, but we did and we have the window and the customer refuses install. Original window was Amerimax, which is no longer made, so we ordered a Provia. Homeowner states they want a second new window to match the window beside it,which we are not going to do. 

  Customer response

  10/01/2023

  I am rejecting this response because: I did not state my son kicked out the window,  only concern he could do so. The window brought to replace it did not fit, and could not be installed per the team sent out as it was the wrong size entirely. The current window was loose in the frame due to not being installed correctly, and the team that came to replace it put in screws to secure it as there were none to hold it in place, and they were perplexed at the shoddy workmanship of initialinstallation. I was told on the day of the failed attempt installation of the replacement window that both windows would be replaced to match by **** via cell phone conversation. The new windows would have the upgraded locks I paid for. It is indeed covered by warrenty. Stand by your work, and replace the windows. BTW, once again, the crack is on the outside of the dual paned glass, and cracked soon after installation.  It has been 3 years. I have been told innumerable times it would be replaced, expedited in remaking the window, and the warrenty covered it. As soon as I filed a complaint with the BBB, your company is trying to back out of the warrenty.  This is unacceptable.  You are supposed to be "Quality First", yet all I have received is poor customer service and delays in fulfillment of the warrenty. 

  Just replace the window already. 

  
  

  

  Business response

  10/11/2023

  We have received the replacement window at our warehouse and, as we have previously stated, we have decided to replace the window that was not covered under warranty. Since the original window manufacturer is out of business, we have ordered a new window from a different company. We will reach out to the client one more time to schedule the replacement. If the client still refuses the service, we will close the ticket. 

  Customer response

  11/09/2023

  I am rejecting this response because: I have not received any reach out from the company. I'm sorry for the late response, but do not with the complaint to be closed until the window is replaced.  
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The service was horrible right from the start. Had two appointments cancelled by the assistant project manager and I took days off work for these appointments, and to top it off I had to call them to see why they didn't show, they didn't contact me. When I asked them about the no calls I was told that they were calling the wrong number which was incorrect because I had text messages from them prior to the cancelations. The project manager only came to the job site once and that was before the project started. After they "completed" the project I had to call back and have them come back to replace the rotted boards that were supposed to be replaced per contract. I had to have them come back to take the old downspouts off my house that were left, I still have black spray paint all over my overhang where they tried to hide a rotted board that was supposed to be replaced. After they came and somewhat finished the "fixes" I've had to call again because my gutters aren't working properly and they are leaking, and I found a huge hole in my vinyl that was not there before they worked on my roof, now water can get in and rot my siding. You would think that the project manager would have come out to look at these issues, but he hasn't even tried to contact me. It's been over a month since I have reported these issues and still no word from anyone. I have taken pictures from the start of project and have my own portfolio to show the horrible work that's been done or in this case not done. It just sickens me that this is allowed and that a business is ok with doing this to people. We live paycheck to paycheck and have to pay this company $36,904.00.

  

  Business response

  09/08/2023

  We have an appointment on Monday 9/11/23 at 10:30am rectify the problems 

  Customer response

  09/11/2023

  I am rejecting this response because this is the first time I heard about an appointment for 9/11/23. We have not heard from anybody regarding this matter. The only contact I have had is with the sales representative ******************
  

  

  Business response

  09/12/2023

  We went out on Monday 9/11/2023 and completed the concerns with the customer. 

  Customer response

  09/17/2023

  I am rejecting this response because: Quality First has not contacted me whatsoever regarding this appointment. The contractor that was subbed out by Quality First however did make it out and fixed some of the issues. My vinyl siding still has a hole in it and needs to be fixed before it rains. As I said before, I still have not heard from Quality First and still haven't gotten my receipts for payments that were made. 
  

  

  Business response

  09/28/2023

  The vinyl siding was never part of any prior discussion. We didn't damage it. All service issues related to the roof and gutters were resolved. Customer verified that we were 100% and even walked with installer. She wants itemized receipts for labor and material as well as a picture book of the project. She was provided a receipt for the cash payment when the installer brought to the office. Her contract is her receipt for financing. 

  Customer response

  09/29/2023

  I am rejecting this response because: my vinyl siding was damaged by this company or the installers which you want to say did it. I was never given any type of receipt at anytime. We didn't get a receipt for the first $1000.00 payment or the $5000.00 payment that was due after materials were dropped off..I have pictures of the $5000.00 payment because installer didn't have a receipt book. I havent been given any type of itemized list of costs and need these for insurance claim.  I still have not heard from anyone regarding these issues. This company fails to make contact with us.
  

• Initial Complaint

  08/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed paperwork to buy windows on 7-14-21 with Quality First. On paperwork there was a date of October 14 2021 commencement date with 12-21-23 being the estimated time of completion. It is now August 2023 and they have not completed the work as promised. I have had problems with the windows not fitting also not installed properly not shimmed along with an all around sloppy job. I am still waiting for a part for my bedroom slider which is a part of the slider. My big slider in living room is bowing out at the sides. One of their own workers said it may be because they didnt shim it or install properly. They are saying it is my problem. Two supervisors and many workers who have worked on my windows have been fired. The caulking on my windows is very sloppy and I am highly disappointed. All long the last few years I have been promised that they would get the things that need to be done to complete the job but they have not lived up to that promise and now want payment and for me to sign another contract saying they promise to complete the job once they receive payment. I need help because they have threatened a lien against my house. I paid them 10k when we started and they want the rest which is 19k and theyre not finished and Im not satisfied. Please help me.

  

  Business response

  08/16/2023

  We met with the customer on the 8/9/2023 and with the customer we have a plan. We have it schduled to go back out 8/17/23.

  

  Business response

  08/16/2023

  We met with the customer on the 8/9/2023 and with the customer we have a plan. We have it schduled to go back out 8/17/23.

  Customer response

  08/16/2023

  I am rejecting this response because: They have not acknowledged the problem with my slider and said they would look at reducing the price of the project. That was discussed but has not been resolved. They are planning to come out tomorrow afternoon to do a few things that were promised a long time ago. But Im not satisfied with just that. 
  

  

  Business response

  08/24/2023

  We had this scheduled for Thursday, August 17, 2023, but the customer was unable to find the key to the gate for access and did not have the paint for touch-up yet.(Not in contract)  Therefore, we have rescheduled the appointment for Saturday, August 26, 2023. Once the job is complete and payment is collected, we will review a possible discount. If the issue is not resolved by Monday August 28,2023, we will move forward with the lien.

*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. ↩