ComplaintsforQuality First Home Improvement, Inc.

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my home in July of 2020 and it just so happened to have a **************************************** 2015. The solar system's main array (16 panels) was NOT working at all, these are the top producing panels, too.After receiving empty promises (PLURAL), missed appointments on QF's part, and zero support I was finally able to hire an electrician to diagnose and get my system back online. I paid out of pocket for this work.My electrician confidently stated QF installed junction boxes that are too small and when the jbox tied to my main array flooded due to rain it caused a short which took out the array and luckily did not start a FIRE.I've attached the primary email chain containing photos and screenshots from conversations with Enphase support as well as the invoice from my electrician with detailed notes.There's also leak in my roof. I highly doubt QF will come fix that issue, even if they knew how much I spent on my hardwood floors. This is well beyond small claims.

  

  Business response

  07/27/2021

  Contrary to the complainant,  foregoing statements, Quality First (QF) did address the problems for the complainant.  Our Project Coordinator (PC), as a courtesy, went to the residence and did an inspection, determined that a new Envoy was required.  Rather than buying one through QF, the complainant bought one through a third party, which did not work as it was registered to another user.  This was determined on our PS'c second trip.  He then acquired a new one, which our PC installed and brought the system on line, third trip.  Normally, there would have been a $140.00 trip charge, which was not assessed.  The warranty for the solar materials is not transferable, consequently the complainant has no warranty, other than what he might get from the manufacturer.  QF has a two (2) year labor warranty, which is expired in that the system was completed on August 2, 2016.  The supposed roof leak is the responsibility of the complainant as QF did not install the roof.  The leak has occurred since the complainant purchased the residence and is sol his responsibility, as are any repairs to the solar system.  Upon completion of the installation, the permit was finalized with a passing inspection. 

  Customer response

  07/27/2021

  I am rejecting this response because:

  Email dated 12/5/2020:

  
  Hi ****,
  
  They were originally installed by the previous owner some five years ago. I understand there will be a $140 visit fee along with an hourly charge of $140. Your files will contain all specifics but at the top of my head we're running 26 x 300w solarworld panels with 26 x enphase m250 microinverters, no battery.
  
  Best,
  
  Ian
  

  As a courtesy, QF's PC (*****) did make multiple visits to my property before going on paternity leave with his coverage falling in the hands of his boss's boss, *****. I had made an appointment for a PAID visit to troubleshoot the solar system as pasted from my email to **** who was more helpful than *****, oddly enough. QF originally installed the solar system and should have had all plans as well as the expertise necessary to fix the system.

  ***** had promised me a call on 12/14/2020 between 12 - 1 PM PST, it never came through. I followed-up on 12/15/2020 and was able to schedule a site visit for Wednesday, 12/23/2020. The visit I was paying for never occurred and wasted a full day as I awaited their arrival. Subsequent contacts required reaching out to SALES personnel in order to get patched through to support.

  3/2021: A Quality First canvasser just so happened to knock on my door, she looked mortified and doesn't get paid nearly enough to deal with issues like this but that at least earned myself a call from ***** (sp?) on 3/29/2021; ***** introduced herself as the "new" head of the solar division at QF. This is where the trail went cold after another empty promise of a call back which went on to be broken, as per SOP. 

  * From notes:
  Quality first home improvement call with *****. Extension 191.
  
  ***** will push to solar department to see what was replaced as it was a service of Quality First's.
  
  As stated by ******, the first visit fees were waived along with the Envoy unit. ***** did determine that the portions of the system were down which was clear based on the PG&E generation reports from billing but couldn't assess exactly what was wrong as he's not an electrician.

  
  At the end of the day, I still have junction boxes that aren't a) not physically large enough to safely house the wiring job by QF personnel and b) is not environmentally sealed which is what ultimately lead to the solar system's failure with a nice little fire after the junction box had flooded.

  I'm glad you received part of the story, ******. Please continue.

  

  Business response

  09/22/2021

  after researching this complaint  ********** is not our customer , there is no transferable warranty on the system and in addition Quality First cannot be responsible for a system that has had other contractors working on it , the system was installed correctly materials and labor and inspections were signed off and finaled by the local building dept. 

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