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Complaint Details
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Initial Complaint
12/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
11.05.21 got in contract for a new roof. The sales person, *****, was walked around the house and showed the areas of dry rot. A contract was signed and noted All Dry Rot Included. 11.08.21 the project manager came to complete a presite inspection. I reiterated regarding the dry rot under the soffits and the rafter tails. I walked him around the house so that he could see it for himself as I could not afford to pay a dollar over the quoted price.11.26.21 work started. After removing the soffits and gutters it was discovered that most all of the rafter tails and fascia board were rotted. At this point my roof is off, down to the slats. ***** already had a change order drawn up which stated that another $1,800 was needed for unforeseen dry rot. I was told the company is taking a loss on this job and ***** stated now that since they are taking a loss that he cannot afford to buy presents for his nephew now. I explained my contract states All Dry Rot Included and I had that added to protect myself. My husband asked since we are paying the additional $1,800 if they would replace all the old purple board, about 4 fascia board that were not dry rot, and we were told yes. The next day when the workers left I looked at the work that was being done. The rafter tails on whole right side of the house and the whole back of the house were cut off flush to the house and a new 12 inch 2x6 piece was butted to my rafter (which is 2x6) that was cut flush to the house and braced with a approx. 12 inch 2x4. It does not go 2/3s up my original raft, not even 1/3 up. On the left side of the house and the front of the house they married boards together. My rafters tails were cut down to 6 inches and another 6 inch board was married to it and then a 12 inch board was married to the side of it and there are gaps. I also called the building inspector and was told my permit did not state dry rot was being repaired it only stated a new roof.
Business response
01/10/2022
The customer's problem will be resolved by Friday, January 21st, and a refund issued to the customer.
Initial Complaint
12/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The consultant showed up 1 hour late of scheduled time. After I refused to work with them, I have been harassed by phone calls several times a week for the past few months. They change numbers so there is no way to block them. I have been telling them every single time removing me from the call list but it has not been working. I need some one helps me to tell them stop calling me.Business response
12/20/2021
This person has been put on the DO Not Call List.Customer response
12/22/2021
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.
They have promised to move me to DO NOT CALL list and if they call me again I will reach out.Initial Complaint
12/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In May 2021 I purchased a roof ($25,000) along with solar paneling ($10,500) both installed by Quality First Home Improvement (QFHI). After the completion of the roof the solar panels were to be installed. The electrician/solar installer were contracted by QFHI. The roof was marked with chalk lines to indicate where the solar hardware should be installed. The installer missed the studs, "using the chalk lines" on the roof and drilled three holes in the roof. I noticed this a week later while in the garage, as sunlight came through the ceiling. Upon my inspection, I noticed the installer did miss the studs in the roof and drilled through the new roof and shingles. The installer tried to cover up his mistake by using clear silicone. It was over 100 degrees that week, so the heat from the sun just melted the silicone through and it barely held. This was in August 2021. I reported what I found to the electrician/installer, the project manager, sales team QFHI etc. who inspected the roof, took photos and agreed that the shingles should be replaced, not repaired. Someone (I don't know who) attempted to correct the issue by "patching it up" with black silicone over the clear silicone-this is not acceptable in my opinion. It's been weeks, now months with very little cooperation or contact from anyone on how they will resolve this issue. Just a lot of "we're looking into it" or "someone will be contacting you and coming out"! QFHI claims they are aware of the issues and have reviewed my concerns. But still nothing! They've indicated that they need to coordinate with the roofing company and electrician in order to have them come on the same day to complete the job correctly. There is also an issue with one of new window locks that needs attention. Finally, I have some concerns on their billing practices, I purchased a roof, gutters, paint, windows and solar for $68,000, QFHI only reported to the finical company that I purchased solar equipment for some reason? contract #*****Business response
01/10/2022
Customer's problem will be resolved by Friday, January 14th.Initial Complaint
12/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My contract for my window installment was made on 4/3/21 and says it was supposed to be approximately from 6/1/21 to 6/30/21 to be completed. I believe it was 6/14/21 or sooner that the demo/installment took place. After the demolition of my previous windows, the contractors brought in the new replacements windows to begin installing. At that point is when I noticed there was a crack in them. The contractor advised me that this happened on the route to my home and that his supervisor ***************************** was aware, and the replacement will be here in a few days. The previous windows had been destroyed when taking them out so the cracked had to be installed at this point. When finished, the contractors asked for the remainder payment of *****. The down payment of ****** had already been paid. I told him I needed to speak with his supervisor first. On 6/15/21 ******* called me, and I let him know my concern for paying full price on damage merchandise. He understood and stated he needed to come back out and measure the broken windows for replacement. He never showed up. I contacted my salesman *********************** to let him know the issue shortly after. Months go by and i get a few calls from other salesman, Installers and ******* about not getting my payment. Each time nobody seems to know about my cracked windows. After another month goes by and its now 09/22/21, **** sends me a text stating they are requesting final payment. I called him to see what the issue with my windows and he states he didn't know about this. I ask him if I may speak with his manager. I tell him my situation because he states he is new to the company but has heard about my situation. I send him pictures of the windows before they had been installed, showing him the cracks. he texts back that he has everything he needs at this point. 10/19/21 I get a text, "we are waiting on your Glass". 11/9/21 another text "Friday for install. Nobody shows up. On 11/16/21 a text comes in windows were cracked, reorderingBusiness response
01/26/2022
The customer's insulated glass unit was ordered immediately following installation. To date, the factory still hasn't produced the unit as they have not done a remake run yet. We continue to push the factory for the unit.Initial Complaint
11/23/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company installed solar panels, they broke several tiles of my roof, talked to them about the problem, they always said they will send someone. No one shows up. Talked to ************************* field supervisor , ************************* projects coordinator . When they answer the phone , and find out is me , they hung up .***************** ate 202 ************** ** *********** . Last time it rain inside my house, please HELPBusiness response
01/10/2022
The tile required to replace the broken tile have been delivered. It is the anticipation of Quality First to have this service completed by approximately January 12th.Business response
06/30/2022
This complaint has become bogus. On 4/25/22 the customer wrote that he was claiming that our installation department broke several tiles when installing his solar panels. Yet he is now wanting literally his complete roof retiled by us. That will not happen as our contention is that whoever cleaned his solar were the ones who broke many more tiles. In fact, we have pictures of what has happened since where tiles were completely trashed. We have been there attempting to take care of what we may have done, but now find that he now has broken tiles not only in the solar panel area, but also all over. None of these were our fault in that we never were on any other areas of his roof. Please close this complaint.
Initial Complaint
10/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought roof in Nov 2020, paid in full of ****** dollars. They put roof on in one day. Everything looked fine when done. But Oct 24, 2021, when we got 5 inches of rain in 24 hrs, we had a major leak, that caused our bedroom ceiling to partially collapse, which is right near the hvac system on the roof. They came out the following day and said that it was leaking through the hvac system and we didn't have the right base on there. They said that when we had the roof put on, that the contract should have said that we were supposed to have had a new hvac base put on. We were NEVER TOLD THAT, NOR GOT IT IN WRITING. They put some flashing over where they thought the leak was coming from, and then told us to contact an hvac company to put a new base on or have the hvac company fix the issue. We had an hvac company come out on Wednesday Oct 27th to find out what could be done. The hvac company said that when the roofers reinstalled the hvac onto the roof, they didn't seal it correctly and then they also ran a water test on an area that the roofers didn't test, and water was LEAKING THROUGH THE **** AND NOT THE **** SYSTEM! We have video ,and the hvac company took video and photos showing that the leak is in the roof, right next to the hvac system. So today, Thursday oct28, we called the roofing company again, to please do the right thing and fix it. We received a call from ***** saying he would be out the next day. Then an hour later, ***** or ***** called stating that she had spoken with ******, and *****, and that the video ****** took who was out on Monday, showed that it was the hvac system and not the roof, and theyrefuse to come out to fix the problem and to take themto court. So now, we are going to take them to court or they can do the right thing and fix their neglect and oversight. They're unprofessional, and always point the finger at someone else instead of taking ownership of their issue or coming out a 2nd time to see again that it's not the hvac systemBusiness response
11/17/2021
Our District Project Coordinator, ***********************, has called her several times, left voice mails every time and never has received a return call.Customer response
11/19/2021
I am rejecting this response because:
Yesterday, November 18, 2021 is the first time I have heard back from *********************** regarding this situation. He has only responded after we filed a complaint with the contractor state license board, and also with their bond company. They have 14 days to remedy the situation, or **************** will take action, along with the Contractor state license board. Don't tell me that *********************** has made multiple attempts to contact me and that he's left multiple messages with no response back,unless you guys had the wrong number. We just want our roof fixed....do the right thing....Customer response
12/03/2021
Hi- Quality first home improvement came out and agreed the roof is leaking and stated they would fix it, but I'm not done with the complaint until the roof and damages are fixed and completedInitial Complaint
10/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I recently sent the BBB a complaint for Quality First Improvement for not finishing my painting of the exterior of my house. *************************** came out representing the company. ***** not only completed the job efficiently he took pride in completing the problem to my satisfaction. I love the paint color and am happy that the problem has been taking care of. Thank you *****Initial Complaint
10/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of transaction was August 2020. We had our roof replaced and it cost us over $21,000.00. Shortly after the bathroom fan in the small bathroom quit working and then this October the room started leaking into our heater.We called Quality First and talked to ***** at *************. She said she would get back to us. It has been (5) days and we have heard nothing. I do not know where to go from here.Wew could really use your help with this.Business response
10/22/2021
Service is scheduled for 10/26.
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70 total complaints in the last 3 years.
23 complaints closed in the last 12 months.