Customer ReviewsforQuality Home Products of Texas

Terrible Customer Service Quality Generator installed and has maintained our 20kw Generac for the past 10+ years. Their service had always been OK until Hurricane Beryl happened. We have always had a service contact ACTIVE, with them (not cheap) but necessary, WE THOUGHT! We were told that without a Quality Generator contract, we would be at the bottom of the list, for service, in case of an emergency. I guess the list is bottomless! Our Generator failed on July 10th of the Beryl outage and we have tried multiple times to contact them for service. Quality Generator placed their phones on a recorder and advised to leave a message and they would return our call. They NEVER did. We were in the dark, without any lights, or A/C until July 15th, when electricity was restored. It has now been 20+ days and we still have not heard from Quality Generator. If they had simply contacted us and advised the they would not be able to help us until (some date) we might not have been happy but at least we would have understood. It appears that they do not care about their customer base. By text, we have requested a refund on the $1710 that we paid them, in March 19, 2024, for 3 years of service. We still have not heard a word from them. With the return of our money, we can find a service provider that cares! We have to wonder if the $10k+ investment was a good investment. We had always believed that the Generac name was Quality. We now believe that the Quality name does not represent quality! If we find that the cheaper alternative to fixing our existing generator, is the buy a new one, I guarantee it will not be from Quality Generator, probably will not be a Generac.

Good morning David, we apologize about the delay in response time, we show that you have a visit scheduled for 8/14/24 in our records. Typically, these visits are not scheduled without some communication to the client, especially considering the 14th of August falls within the stipulations you have for scheduling (Mon, Wed, or Fri). We are diligently working through a long list of clients who need an oil change after the hurricane and appreciate any patience you have through this. Should you have any other concerns please feel free to contact us at 936.521.1045. Thank you for your feedback.

Customer service is non-existent. It has been over 2 weeks of voice mails left with NO response. If there were a zero star rating it would belter characterize the lack of service. You need to consider the performance of any company you choose to do business with.

Good morning Paul, I understand your faith in us is shaky in this time, but please understand that there was no amount of preparation that could have been done for this situation. The problem didn't exist with our ability to service our customer base, but our ability to navigate the influx of customers who aren't our clients and/or have refused service for many years until this event. Our phone systems were inundated and our existing emergency plan at that time proved inefficient at providing a streamlined method for contact for specifically our clientele. We have since implemented a strategy that will reduce an impact like this in the future and we truly do appreciate your patience. We will reach out today 8/8/24 to get you on the schedule for maintenance.

We purchased a generac w/monitoring (3yrs old) as loyal customers, thinking Quality would tend to our needs, & maintenance as they have with the water system. After hurricane Beryl, our generac gave out. Quality was on "emergent" mode, yet no one on call to respond, or f/u, after stating on their voice message &website, we would get a call back. After paying thousands of dollars, to end up in the heat, and NO POWER, defeating the purpose of our Generac purchase, Still, no answer, or f/u. this is day 7 with a broken Generac. To top it off, I paid extra for a 10 yr generac warranty only to find out, they placed the warranty w/their company, & NOT Generac (no explanation it would NOT be w/generac). charged $1700 vs with Generac, $650. Quality's website states guarantees they provide the "best dependability", "they will submit warranty information for us, so we can be rest assured we are covered ", with "peace of mind". NO PEACE OF MIND here. Quality, refund my 10 yr warranty payment so I can find better responders who will honor their guarantee to provide peace of mind!

Good morning Anthony, we apologize for the mix up on this, you currently do not have an active maintenance agreement with us. We provided the two (2) free visits that accompanied your purchase and attempted to contact you in regard to renewing it. Generac has multiple levels of extended warranties, some include just parts, and some include parts and labor, which is the one you have. It is not held in-house, it is with Generac and we are making sure your account reflects this accurately within Generac's system. With your warranty being with Generac and you not having a maintenance agreement with us you are welcome to pursue other dealers to service your equipment, however, I can assure you that all of the reputable dealers in the Houston area are experiencing similar backlog. We will contact you today to get you on the schedule for repair and we will email you correspondence of your 10-year warranty being accurately reflected on your generator. We apologize for the inconvenience.