ComplaintsforQuality Home Products of Texas

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to get the company who I purchased my whole home generator from to call me back to service it before the warranty runs out next month. I also require maintenance service since the generator ran so long after the hurricane it requires oil and coolant, those are the things I know of not the ones I do not know about, before the next time it will need to be used. Seeing this is hurricane season i need this done. i have left voicemail messages, sent emails, left messages with their virtual assistant over the last 3 weeks and have not gotten any replies. Their phone message still states they are in emergency mode from the hurricane and to be patient. this is not acceptable to not even get a response from them much less speak to a human being. I just want the service done soon before the next storm. i have the generator because I have a 95 year old mother with emphysema and a mentally challenged 74 year old with lung cancer who can't be without medical devices and air conditioning. Also, when I bought this machine I was told I had to do nothing to it to keep it running. I was told by the sales person and the person who did the start up. well that is clearly not the case. it has to be shutdown every 24 hours from an hour and the oil and coolant have to be monitored that they do not run out of get low. This is also unacceptable, misrepresentation.

  

  Business response

  08/01/2024

  Good morning Susan, 

  I apologize about the delay, please understand that our phones have been inundated since the storm and we were contacting people on a priority basis. Your unit was fully operational and providing power as intended during the outage so in a case like this we focus on "at-risk" clientele who needed our assistance getting generator power to their homes. From what we understand about your situation is you need maintenance and to get on the schedule, we are more than happy to call you today and get you on the schedule. If you have any further questions regarding the processes in place to prevent this in the future please call 936.521.1045 and we get go into more detailed explanation of the struggles we encountered during this event. Thanks you for your patience. 

  Customer response

  08/02/2024

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased an extended warranty from Quality Generators in October 2023 that last until October 2029. Our Generator broke down in Late April, we notified them. They fail to repair the Generator and Since Baryl hurricane came, they have stopped responding to any inquiries and our Generator is still not working. They have fully breached the Extended Warranty they sold us for $4,000.00.

  

  Business response

  07/24/2024

  Good afternoon Efrem, 

  According to our records we sold you an extended warranty on 10/09/2023, since then we have been out to your home four (4) times to correct issues caused by the generator being rusted and damaged from excess water. We have explained these issues with you and have saved you a lot of money on parts and labor by allowing a purchase of that warranty even after seeing that your generator was being exposed to water. A refund on your extended warranty is not possible due to it's extended use. We are working very hard to help you out in a bad situation and save you the most amount of money in the process. Should you have any further questions please call 936.521.1045 for assistance.  

  Customer response

  07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  See the attached 6.19 work order where they indicated that one of their incompetent tech's installed the wrong spark plugs, Their incompetent tech who serviced this system since it was new never noticed rust until the generator was covered with rust then they decided something needed to be done about it. This generator is still less than 5 years old and their incompetent techs ran it in the ground. I called Generac and filed a complaint with them and  they told me only certified techs should work on the liquid cooled generator like ours. The Tech must be either Elite or Premere status. They are making the excuse that excessive water caused all this rust. See work order dated 5/13/24 which shows Quality Generator Tech inspected the Generator on 10/26/21, 12/27/22 and 10/4/23 but did not notice rust until May 2024. The unqualified Tech's they were sending out there didn't notice it because they were neither Premere or Elite. I would like to see the certifications from Gererac of Ryan ******  and Ashton ********. Nonetheless, they knew this Generator had issues and May and did not get it reqaired before Beryl on July the  8th. I called them on that Friday and they said they don't work on the weekend. I'm going to file a Deceptive Trade Practice Lawsuit because of these failures and we'll let a jury decide. I have lost all confidence that Quality Generators give a damn about us as a Customer
  
  
  Regards,
  
  
   
  

  

  Business response

  07/26/2024

  Our technicians are all certified through Generac and these two mentioned are liquid-cooled certified as well. Our technicians identified the issue of your sprinkler system spraying into your unit. The rusting of this unit is heavily documented in our system as we have been diligently making repairs to the unit since 2023 due to the rust. We understand your frustration on this, but we are doing everything in our power to keep that unit running and having the warranty in place only helped this cause. Should you have any further questions you are welcome to communicate your concerns to our Customer Experience Manager at 936.521.1045. 

  Customer response

  07/31/2024

  [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:
  All issues with Quality Home products have been resolved to our satisfaction in reference to complaint ID ********. Please close the complaint as noted.  Thanks
  
  
  
   
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Currently under contract with the company for service and they are not taking phone calls or returning them. Our generator we purchased through them is not working in the middle of an emergency and they are not returning calls or answering phones. Goes directly to voicemail.

  

  Business response

  07/24/2024

  Good afternoon Alexander, 

  Our records indicate that you purchased your generator in 2021. Your latest service agreement was purchased on 4/22/2024 which includes two (2) visits. You had an oil change on 4/29/2024 and requested an inspection on 6/17/24. We did not charge you for these visits as you had them available through the recent purchase of the planned maintenance. As far as our records show, we have fulfilled our agreement of the two visits. So unfortunately we aren't in a maintenance contract with you at this time. We would love to get this set back up for you as well as get you on the schedule. Please feel free to call 936.521.1045 for help. Thank you!

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had the water treatment system installed on March 22, Friday. The following day after the installation, the main pipe burst while we were not at home. It caused damage to our property, particularly our grass yard. I had to call the technician who installed the system to fix it. During the repair work, the technician had to break a plastic cover on one of the columns of our house. He filed a report, asked me to sign it, and assured me that someone would follow up to fix the cover for us. I have made countless phone calls since then, but have not heard back from anyone. In addition, about the compensation for the water pipe incident, I have reached an agreement with my sales representative over the phone. However, I have not received the promised written confirmation of the agreed compensation. I am requesting the following: 1) Prompt repair of the broken plastic cover on the column of our house. 2) A written confirmation outlining the agreed compensation for the water pipe incident.

  

  Business response

  04/26/2024

  Good afternoon Yasu!

  We apologize for any confusion on this matter. As our records indicate, you, your sales representative, and our service manager all came to an agreement on 4/4/2024 settling this matter. I have spoken with them and pulled the phone records for verification. The situation as told by the phone recording is that you had an existing leak to which you all wanted us to connect the system too. We asked you to sign a "Damage Prior to Install Form" which states "This notice is to acknowledge the damage done to your home was not caused by or due to the installation of the Rainsoft Water Treatment System, nor was it caused by any sequent service by our company (Quality Home Products of Texas). As the homeowner, you recognize the damage and release Quality Home Products of Texas of the liability for the damage list on this document." The damage listed was caused by an existing leak from your main water line in your stucco. Even knowing this your sales representative and our Service Manager were kind enough to offer you free services for your future service calls. I will be having them email you a copy of all the documentation mentioned in this reply should you need it for your records. If you have any further questions please feel free to contact our Customer Experience Manager at 936.521.1045. Thank you.

  Customer response

  04/26/2024

  Hello,

  Thank you for your attention to this matter. I have to say I am surprised how your message is different from what I have been promised.

  Regarding the existing leak in our water pipe: I want to emphasize that the pipe was functioning well without any noticeable issues prior to the installation of the water treatment system. What we signed and agreed to was an acknowledgment that the EXISTING damage was not directly caused by your company. However, it was the installation that created a much more severe problem, making the pipe completely disconnect and not work at all, causing additional extensive damage to our property (especially the yard) and significantly increased water bills. I have clarified this in multiple emails and phone calls with your company, in which the associates on the call (on April 4) agreed.
  
  Regarding the call on April 4th: Your company and I reached a settlement on this matter, which is my next filter change will be free, and you will cover $50 of my salt usage. The credit will be saved in my account with your company. During the call, your company promised that you would send me a written confirmation outlining the details of our settlement, which I never received. I am deeply concerned about your company not planning to honor this settlement, as suggested in your message.
  
  I am also surprised that the unfinished job left by the technician was not even mentioned in your response. He left the hole in the column in our yard and assured me it would be repaired. I have made numerous calls and left countless messages, and was told that the installment department had received my message and would reach out on April 17. Unfortunately, I have not received any follow-up. I am concerned that this hole would potentially lead to further damage to our property, which I believe is apparently not of interest to all the stakeholders. I request that your company ASAP complete the job (fixing the hole) that was promised to me to be completed very next to the technician's second visit. 

  Thank you.

  

  Business response

  05/01/2024

  Good morning, 

  Just to clarify a few things on our end. We plan to honor all of the terms agreed upon on the phone between you and our management team. Please rest assured. There was an internal miscommunication that led to the probably very confusing response. We do not plan to alter anything that was agreed upon and are working diligently to get you in contact with the right department as well as a copy of the terms. You may hold on to this correspondence as agreement to the terms you and our management team set on the call of April 4th. I appreciate your patience and apologize for any confusion we have caused. Should you have any further questions or need to contact us directly the best way is to call 936.521.1045 to reach our Customer Experience Manager directly. 

  Customer response

  05/14/2024

  
  Thank you for your response. I'm glad that we made this clear. As this case has not been completely resolved, I would not go for "Accept" your response for now. The current status of the items is as follows:

  1) Written confirmation of what we agreed on the phone -- Done;

  2) Fixing the hole in the column -- Pending.

  We look forward to your follow-up on the second item. Thank you.

   

  Best regards,
  

  Yasu

  

  Business response

  06/10/2024

  Thank you Yasu for your patience as we work to get this squared away for you! 

  Customer response

  06/11/2024

  Thank you for your help solving the problem.
  
  
  
   
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company does not give you the correct numbers! Yet, my total interest rate is nearly 12% and only about $30 goes towards the principal with nearly $9,000 in interest alone. Seeing on my paperwork it will take 12yrs to pay off. Never was any of this information given to me. NONE OF THIS DISCLOSED TO ME! I want to cancel this service immediately.

  

  Business response

  04/12/2024

  Good morning Armando,

  Our office just tried to reach out to you directly to go over some information. First and foremost we want to apologize for any misunderstanding surrounding the terms of your financing; however, on the first page of your contract it states "11.99%, 1.35% PAYMENT FACTOR, AUTO PAY, ROUNDED TO PENNY". We train our sales representatives to be very thorough when going over the financing options with our clients, but just in case they happen to skip over that information, the finance company with whom you were funded calls every client to verify all of this information to make sure you understand the terms of your financing and that you still want to proceed. If you would like we can provide a copy of your original signed contract with the two (2) separate sections where you approved this rate and the phone call where you approved the terms with the finance company should you need it for your records. Although, we stand behind our processes and how we conducted business with you, we would still like to see if there is anything we can do to assist. Unfortunately, you are too far past your cancellation allowance so a refund/return is not possible, but we may be able to get you a slightly lower interest rate. Feel free to call our CXM at 936.521.1045 to see what we can do. Thanks!

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased water softener and tankless water heater. The technician installed water heater incorrectly resulting in water leak. We contacted Quality Home products for service water softener because the unit was not working. It turns out that Quality Home products knew the unit had a history of wiring issues which had to be repaired. Quality Home products did not disclose that the water softener had this issue. We recently had to call for service again because the unit was not working. The technician could not repair the softener and they did not have the part to repair the softener. We were advised that we would be contacted when the part came in. We did not receive a phone call so we contacted customer service spoke to Amber who advised that she would elevate the issue. We still did not hear from anyone so we called customer service again spoke to Matt who transferred me to the manager, Fred, where I had to leave a message. Fred contacted us and advised the part was on backorder with zero estimate on when the part would come. Fred advised to contact manufacturer to get the part. Besides being rude, Fred advised the part may not be covered under our warranty if it was caused by a power surge. So we suggest run don't walk away from Quality Home products. You will not get a quality product, service,or customer service.

  

  Business response

  04/01/2024

  Mrs. *****, we have received your complaint and should be in contact soon to assist you with this further. Should you need anything in the meantime, please feel free to contact our Customer Experience Manager at ************. He will be able to assist you by answering any questions you may have if they have not been resolved by this point. Thank you for sharing your concerns as we are always striving to take our customer experience to the next level. Your feedback will allow us to grow and prevent similar instances from happening in the future. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  01/16/2024 10,495.00 water softener filter (RAINSOFT) deception with erroneous information, they never explained to us that we had to finance with another company, which doubled the original sale price due to interest, they never explained to us. the seller ignores my messages asking for help. They want to discount 1,000 and some free service for a year, when we are talking about $8,000 interest for 11 years, that was never discussed or explained during the salesperson's (Fawn ******) visit to our house.

  

  Business response

  03/04/2024

  Good morning, thank you for taking the time to provide us with feedback. We did see this and our CXM set up a call between you and one of our other Managers to help address the miscommunication on your purchase. We have come to an agreement outside of this complaint and it is believed it was satisfactory to rectifying this complaint. We thank you your patience while the right departments got ahold of this and provide you the help you needed. If you have any concerns in the future please reach out to our CXM, ************ who will assist you further in anything you should need. Thanks again. 

  Customer response

  03/04/2024

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 18th Mark ****** came into our home because we were exposed to bad odor coming from our water company EDP. He was to my understanding referred by the water company or one of the many companies I called to fix the outside water line issues. Mark offered us the Rainsoft product by telling us it is $9690. After turning down his 1st offer he said you can do a payment plan for $300 plus a month and pay off the machine in less than 4 years. I informed him that was too aggressive and he then told my wife and I that he can offer us a special if we had 10 people we could refer. I explained to him that I was interested in a payment plan that would allow us to pay off the Rainsoft machine in less than 7 years. Mark then showed my wife and I a payment plan for 130.82. We were expecting to pay off the Rainsoft in 6 years once Mark and I did the math. It would take 74 months to pay off. Instead there company opened a line of credit with another company called ********* Credit in the amount of $12,000. All of this was not disclosed and is therefore a breach of our verbal contract.

  

  Business response

  12/20/2023

  Good morning Aziz, I apologize about the confusion surrounding the financing for your water treatment system. Unfortunately, you were installed back on September 19, 2023 and ********* Credit spoke with you confirming the details of your loan within 10 days of the installation. When you initially signed the contract to purchase your water treatment system we allow the required amount of time to cancel your purchase and you did not act within that time frame. You have had the system installed and operating as intended for 3 months and we do not have a return policy under these conditions. I apologize for the confusion, but if you should have any further questions on this please feel free to contact our Customer Experience Manager at ************. Thank you for your feedback. 

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  My issue is that there are things on my contract that were not told to me or my wife. For one, we were told that $130 payment is a payment plan to pay off in 6 years. The sales rep said the interest rate was baked into the $130 monthly fee and were only going to pay off the 9690 Rainsoft system and did not mention we would have to pay $9000 in interest payments. In my agreement there nor during the meeting of the minds there was never any mention of a 1.35 payment factor. My complaint is not to have it uninstalled, I just want what promised at my door. I also have an issue with a credit line being opened for $12,000 which was never discussed or agreed too. This is fraudulent behavior because Mark only said his partners would call me to verify who I am and I had no idea who ********* Credit was until later. Also, Quality Water lied to me telling me that 11% is the lowest amount which apparently was not true. I would like to have this agreement redone. The manager also attempted to redo the agreement but became upset since I was unhappy. And changed her mind. Terrible service.
  
  Regards,
  
  
   

  
  

  

  Business response

  01/08/2024

  Good morning Mr. ******, we understand your position on this and look forward to continuing our conversations vis telephone to resolve this issue. We are looking into multiple options for us to achieve our goals. I have left you a message and await your feedback. Thank you!

  Customer response

  01/09/2024

  [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 a new credit application has been opened to create a zero interest account with the amount of $10,000 with the objective to payoff the Rainsoft equipment installed at my residence.
  
  I know that the alternate account with PCI is being closed and payments credited back to me. This is all being coordinated by David from Quality Water/ Rainsoft vendor.
  

  Awaiting final updates from vendor.

  
  
   

  
  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Terrible customer service. Tech wasn't able to diagnose the low pressure problem until multiple trips and eventually broke a part while trying to fix the issue and the scheduling department cant fit us into schedule for another week to fix the part broken by their techs. Jared ****** the service manager for the region was involved during the escalation of the issue and he wasn't helpful at all! I wouldn't recommend the service company to any one. Please save your self time and money!

  

  Business response

  08/06/2023

  Good Morning Svetha, We apologize about the delayed response. We always strive for an excellent customer experience and regret that we failed to hit the mark with you. We would like to invite you to get in contact with our Customer Experience Manager directly and he can address your concerns in full. He can be reached directly at 936.521.1045 Mon- Fri 9a - 4p. Thank you for choosing Quality and we look forward to addressing your concerns. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contact Quality Water Systems on 3/21/2023 and spoke with a representative regarding purchasing parts #51966 and 51967 and was told there wasn't any parts for retail sales but that technicians had the parts on their trucks and they could schedule a technician to come out for $120 plus the $89 for the filters I need. I can put the filters in myself. I asked the representative to put me through to a manager, which she did I left a voice message and still have not received a response. I've paid for my system in full and now I can't get any parts without paying for a service that I don't need. I was also told that Rainsoft has a shortage of parts and that's why they don't have any for retail sales. Had I have known before I purchased this water softening system I would have purchased one from another company that can supply the products I need.

  

  Business response

  03/23/2023

  Good morning!

  We apologize about the confusion on this matter, yes our factory is low on inventory at the moment and it takes a month or so to get the filters. Unfortunately, the stock we have on our service tech's trucks are accounted for. We aren't stocking trucks and forcing clientele to choose this method for service and this was where the miscommunication happened. Our office failed to communicate the situation properly and for that we apologize. We can get you on the schedule for our next round of filters to be shipped, but please know these are distributed based on who contacts us first. Please feel free to reach back out to us and we can get that set up for you. This is only a temporary setback and we expect a resolution very soon.   

  Customer response

  03/23/2023

  [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 would be satisfactory to me.  The local company reached out to me and the filters will be sent to me via US Mail.
  
  
  
   
  

*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. ↩