ComplaintsforQuality Degree, Inc.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed an annual contract with Quality Degree on 8/5/22 to become a Comfort Club member for annual servicing of my Gas Furnace and AC for a monthly payment of $23.95. This monthly payment was to be directly charged to my Credit card every month on the 5th of the month. On 2/5/23, my credit card was charged $25.95 instead of $23.95. When I called to inquire why, I was told that they had increased the monthly charge and notified all clients in November. I did not receive any such email. I stated that since this is an annual contract, they cannot change the terms mid-way. The rep and Supervisor (**** and *****) both insisted that since the contract does not specifically state that they will not increase the price, they can increase the price at any time. Since they had sent an email prior (which I did not get), my rate will go up. My only option is to either pay the higher rate or terminate the contract. They sent me the email at this time, and I am certain that I had not received this email prior to this time. Resolution I'd like - Maintain the monthly rate at $23.95 till the contract is up for renegotiation in August 2023.

  Business response

  03/15/2023

  This customer was informed on 2-6-23 that we will honor the price until here fulfillment ends in August.

  Tell us why here...

  Customer response

  03/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, my understanding is that the business honored my contractual agreement since  I complained. I do not see any evidence of the business changing their unethical practice for all existing contracts. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I had a mini split central ac system installed by this company. They did an excellent job, and we are totally satisfied with the quality and performance of this system. My complaint, however, is that after a one year period, they will not service this system unless we join their Comfort Club, which has benefits I just do not need. The cost of this mandatory club is $30/month, and they have just announced a price increase albeit minor, over that. They are shaking me down for $360+ dollars per year for an annual service call that should be between $150 and $180. Why not offer customers the option. Don't join this club and just pay for the annual service?

  Business response

  03/15/2023

  We informed this customer that we only offer maintenance services through our comfort club program. We do not offer one off maintenance to any customers. He is free to have his annual maintenance performed by any company if he chooses to do so. The manufacture does not require us to perform the maintenance.   It just states in his warranty that he must provide proof of annual maintenance by any approved contractor, should he have a warranty event. But we do not offer annual maintenance services to anyone other than our club members. 
  
  Quality Degree, Inc.
  
  ********************* / Director of Product Development
  ************** /  ********************
  

  Customer response

  03/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  First of all, I am very pleased with the installation of our mini splits by this company.  What my complaint boils down to is this:  I was never told, by the salesman, that I would have to contribute $380 per year in order for them to perform basic maintenance. If you really think about this, it is outrageous.  I had Central air installed approximately 10 years ago at a vacation home in S. Jersey, and they never required such a program.  I am not certain that the ceo who responded to my claim is being truthful, as folks with ductwork may not be required to shell out this monthly fee - only those who chose mini splits.
  
  Regards,
  
  *********************
  

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