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Description

Quality First Home Improvement, Inc. is a General Contractor with many locations that serve the Northern California and Reno area. Corporate office located in Sacramento with satellite offices in San Jose, Redding, Concord & Reno, Nevada. Quality First isn't just our name... it's our motto and mission! We are also proudly Diamond Certified for 7 consecutive years and GAF Master Elite Status.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Quality First Home Improvement, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Quality First Home Improvement, Inc. include:

  • Government action(s) against the business

Factors that raised the rating for Quality First Home Improvement, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 40 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

40 complaints closed with BBB in last 3 years | 16 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 8
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 3
Problems with Product/Service 28
Total Closed Complaints 40

Customer Reviews Summary Read customer reviews

29 Customer Reviews on Quality First Home Improvement, Inc.
Customer Experience Total Customer Reviews
Positive Experience 26
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 29

Additional Information

BBB file opened: January 05, 2006 Business started: 01/01/2004 Business started locally: 01/01/2004 Business incorporated 12/19/2005 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Contractor's State License Board
9821 Business Park Drive, Sacramento CA 95827
http://www.cslb.ca.gov/
Phone Number: (800) 321-2752
The number is 875772.

Nevada State Contractors Board
2310 Corporate Circle, Ste 200, Henderson NV 89074
http://www.nvcontractorsboard.com/
Phone Number: (702) 486-1100
The number is 0074998.

Type of Entity

Corporation

Business Management
Mr. Gerald Anderson, CEO Mr. Scott Gabaree, VP of Operations
Contact Information
Principal: Mr. Gerald Anderson, CEO
Business Category

Construction & Remodeling Services Heating & Air Conditioning Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Coatings - Protective Windows & Doors - Installation & Service Air Conditioning Repair Heating Equipment & Systems Cleaning & Repair Contractors - Solar Energy Air Conditioning Contractors & Systems Kitchen & Bath - Design & Remodeling Concrete Contractors Contractors - General Contractor - Electrical Electricians Contractors - Gutters Contractor - Insulation Painting Contractors Patio Cover Roofing Contractors Siding Contractors Stucco & Exterior Coating Contractors

Products & Services

Quality First Home Improvement, Inc. sells the following brand(s): CoolWall, Crane siding, GAF Roofing, GutterDome, James Hardie Siding, Plygem Windows, SolarWorld , Sun Earth, Tex-cote

Quality First Home Improvement, Inc. offers the following product(s): Bathroom, Concrete, Doors, Exterior Coating, Exterior Painting, Gutters, HVAC, Insulation, Kitchen , Patio Covers, Roofing, Siding, Skylights, Solar, Sunrooms, Windows

Method(s) of Payment
Cash, Credit Cards and Financing available.
Products & Services

Quality First Home Improvement, Inc. offers exterior home improvement services. Solar Power, Windows, Concrete, Roofing, Patio Covers, Gutters, Insulation, Siding, HVAC, Kitchen / Bathroom Renovations, Ext. Coating / Painting, Fencing and Skylights!

Industry Tips
Hiring a Contractor in California: Essential Tips Knowing Your Refund & Cancellation Rights Stay Informed to Keep Cool: Tips for Hiring an HVAC Service

Customer Review Rating plus BBB Rating Summary

Quality First Home Improvement, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 6545 Sunrise Blvd Ste 202

    Citrus Heights, CA 95610

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello,You guys recently did our roof,like many of your other customers you guys did a half assed job.we need copies of cfr1 and cfr2 cool roof req. you didnt provide for the inspector,whom you never called. after weeks of not hearing anything which appears to be your companies mo.we called for an inspection ourselves the inspector says you guys must also provide a ladder. seeing as your companies reputation seems to precede itself I wish I never bothered.

Desired Settlement: These guys need to get their act together,this is unacceptable to do this to consumers.they need to provide the required paperwork and ladder and call the inspector asap. There are now 2 inspections left. As far as im concerned if they use up the other 2 they can pay the over $100 for additionals. Seeing as they over charge for their roofing systems this should not be an issue.This can become a positive rating on them if this is rectified asap.

Business Response: The customer's roof has been completed and passed final inspection.  All problems have been addressed.

5/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I contracted Quality First to install a new roof and gutters on our home. The job was completed in February 2014 and we paid the bill in full ($14,500, including an upgraded warranty). A few months later, in early May, my husband noticed that the new chimney cap that was installed had blown over and was hanging on the side of the chimney. A representative of Quality First came to the house and collected the chimney cap and stated that it would need to be reinstalled (which would be done at a future date). After multiple calls for updates, we were continually informed that the chimney cap would be replaced when the company was back in our area. It has been nearly a year since this matter occurred and Quality First has not followed up to replace the chimney cap. Again, we have called the company and the sales rep involved in the sale multiple times seeking a resolution to the matter.

Desired Settlement: I would like Quality First either to re-install a functioning chimney cap or provide a refund of $160 (the amount quoted by a chimney repair company to install a universal chimney cap).

Business Response: The spark arrestor was installed for the customer on 4/29/15 and the customer signed off as satisfied.

Consumer Response:  
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.

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: this company installed a bathroom with bad tile, mismatched shower surrounds and leaking plumbing, which they will not properly repair. I contracted them in November to renovate my bathroom. They didn't start until after the contract date in my contract had expired and I followed up with them at the end of January. They ripped out the bathroom and then left me without as much as a toilet for over a week because the technician assigned to my house was out sick. They wouldn't send someone else to complete his work. When I reached out to the company to request someone else come and hook up the toilet at the very least, the owner was demeaning and rude. He did eventually send someone to hook up the toilet. Several weeks later they finished the bathroom which included tile that wasn't fully adhered to the floor, cracking grout and crooked grout lines, a mismatched shower surround and shelf and a fully leaking pipe system. I found a lake under my house after my first shower. The person who did the plumbing work was not licensed to do so and didn't know what he was doing. I only found this out because I insisted that permits were pulled for the job (something they don't normally do) and when the city inspector came to inspect the bathroom and close the permits he failed the work and noted that they did not have a plumbing license. After a month having to vacuum up the water under my house every time I used the shower, they told me they were going to send back out the original worker to fix the plumbing (the same guy who didn't have a plumbing license). When I told them that I had reported them to the contractors board and that they required that a licensed plumber do the repair they promised to send a licensed plumber out. Instead they sent the original technician and a retired plumber who was no longer licensed or bonded. When I told them that per the contractors board the repairs needed to be done by a licensed contractor they told me "fine we are done with you" and left. I had already paid them for the bathroom because I thought it had been completed before the city inspector failed them. It is over 9k.

Desired Settlement: I would like them to send a licensed plumber to fix all of the plumbing issues, and then to send someone to fix the floor, the mismatched shower surround and all of the other issues noted on the permit so my bathroom works and the permit can be properly closed.

Business Response: On Monday, Apr. 20th, we are meeting with the customer to make arrangements for correction and completion of the project.  Completion will include the services of a licensed plumber.  We anticipate the project to be completed within the next 10 days.

3/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12-17-2014 I agreed to have work done on my kitchen. we signed a contract and I gave them a deposit on the day work was to begin. 1-15-2015 the CEO called and said the quote given to me was too low by $5,000 and they would not do the job unless I paid 5,000.00 and they would not do the job unless I paid 5K more. I told him we have a signed contract. He would not honor and would return my deposit which they did. There's more not in a nut shell! Thank you!

Desired Settlement: I don't know what choice I have. I know I'm only 1 client not. They should not be in business if they do not honor contracts they enter in! 

Business Response: In that to do the project correctly, unforeseen items had to be addressed, requiring a change order and more money for these items.  Our CEO and our Reno Sales Manager both talked to the customer on a conference call and discussed this situation;.  The customer decided that the additional cost would preclude doing the work and agreed that in this case, he would cancel his purchase.  We would have honored the contract, but with the unforeseen making it impossible to complete the job, per our contract, there would be an additional charge, which would have to be covered with a change order.

Consumer Response: I am rejecting this response because: I agreed to let them do the job per described in the contract. I did not add anything else other than what was stated.the sale man who wrote out the contract under bidded the job by $5500. 00. The person who called me stating he would do the job for $5500. 00 more. I said I have a signed contract but he didn't care. I may not be smart but I have common sense. I don't want a contractor who goes into a job losing money. The quality of work would suffer. Yes after they refused to do the job per our signed contract yes I agreed to let them out of the contract. It just shows me that a signed contract doesn't mean anything. 
I just wanted to let you know what I went through. As far as I'm concerned it's over. 

2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/12/12 I signed a contract to have Quality First pour stamped concrete at my home. The contract was for stained concrete "color pebble" that was identified as a darker brown that would blend, after drying and aging, to my existing concrete. When they arrived to do the work the supervisor was concerened that the concrete was the incorrect color. He made a phone call to an undisclosed person and made a decision to go ahead with the pour. He did not finish the job and never had me sign anything, as he described at initial contact, to confirm that the job was complete as per the contract. When the concrete dryed it was noticeably grey instead of brown. I called Quality First and they sent out a service person who reviewed the contract and confirmed it was the wrong color. He said they would probably redue the job, compinsate us for something else, or repour the correct color and that someone would contact us. Several months went by and someone contacted us just to tell us that they would have a supervisor call us which never happened. The main issue is that I was charged, without signing that the contracted items were recieved, for something that was not the agreed to product and have been paying on it since. I was also told that they would return when the concrete dried to seal it which never happened. I have allowed ample time for them to make it right without any resolution.

Desired Settlement: There should be full rebate since the job was done incorrectly and never trully completed. I have been reasonable with them but have been blown off at every encounter. They have no verification that the job was completed, and several phone calls and face to face contacts, so I believe that they are not legally collecting the required monthly payments at 12.90% interest for the last several years.

Business Response:

 

This customer never called the company after completion of the work.  The customer paid for the installation.  In order to ascertain what the problem(s) truly is, our District Project Coordinator, Mr. ***** ******, will be meeting with the customer by Tuesday, Feb. 2.  Upon determination of problem and cure, the appropriate action will be taken.

 

Consumer Response: I am rejecting this response because: 

1.  My boyfriend, and owner of the property, and myself both called the company several times.  We called the number we were given at the time of contract.  We were given a different number each time that supposedly could address our concerns.  Every time we called and spoke to someone, or left a message, we never recieved a call back.  Only once did we recieve a call back, in which they scheduled someone to come out.  A representative came to our house and confirmed that indeed the wrong color was done and that they would most likely have to redo it or refund some of our money back.  He said he would talk to his supervisor and someone would be in touch with us soon.  No phone call or contact was ever made after that time, which was over 5 months ago.

2.  We used a credit program through Quality First.  We were told at the time of contract that we would be required to confirm that the work was done to agreement, and before they left the site they would walk through the work and have us sign off.  The day of the scheduled work the project supervisor said he would do the walk-through at the end of the job.  At the end of the first day he said that they would be back the next day to clean up and finish the project, which consisted of cleaning the work site and installing the drain cover.  He never came back, never finished the drain, and never had us sign off on the work.  We recieved the credit program bill the following month and have been paing on a project that was never done to agreement since.

3.  We have scheduled a appointment with Quality First to view the site on Saturday, 31 January.  We will allow this meeting but will not change our stance until the company can provide written proof that there was customer sign off on completion of the work.  At this point, Qulaity First has been collecting illegally on a debt for a project that was not done in accordance with State Law.


Business Response: Our District Project Coordinator has met with the customer and we have come to an agreement.  Quality First will pressure wash, stain and seal the concrete in question.  We anticipate the project will be complete by the end of the month, weather permitting.

2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Redding Sales Manager, ****** agreed that the caulking job on the outside of the house was poorly done (sloppy) and that the trim inside under the 7 windows was not completed properly. He told me that he would have **** (also local) see that the caulking was painted in an even line and that the trim work was completed. Due to my husband's illnesses and hospitalizations, I didn't follow up on having this work completed in a timely manner. In December I spoke to **** who came to the house and agreed that he would have a professional painter address the issue on the outside and complete the trim on the inside. Due to extreme weather conditions the work was not able to be done immediately. In the beginning of January I contacted **** to set a date for the work to be done. I learned that he no longer works for Quality First, that ****** no longer works for Quality First, and that I should contact the "800" number provided. On Jan. 9 I spoke to ****** who told me that the only person who could help me was ***** ******. He had an emergency and "will call me back tomorrow". Having not heard from him, I called again on Jan. 12. I spoke to ****. She told me that ***** was in a meeting today but if he is not able to call me today he is available tomorrow and will call me then for sure. On Jan. 14, still not having heard from ***** I again spoke to ****. She said ***** was not in but she had a note on her computer to remind her to be sure to have ***** handle the problem. To date (Jan. 17) I have not been contacted by anyone. I am being totally ignored and am very concerned since it appears the local office is totally out of business.

Desired Settlement: Outside: I would like the messy caulking job to be corrected. The caulking that unnecessarily slops over in an extremely uneven ugly line needs to be painted by professional painters as promised. Inside: The white trim on 7 windows needs to be finished. Tan sides on the white molding (where the molding was necessarily cut) is not acceptable. The "kits" used by the installers included custom cut side pieces to be applied to the trim. Those pieces were not used or left here.

Consumer Response:  
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. I will call back if the issue is not resolved by the end of this week.

Business Response: We are doing services in the Redding area this week, the week of Feb. 2.  This customer's service will be completed by the end of this week.

Consumer Response: Customer states: I have reached out to the company to get this resolved four times but no one has contacted me back to get this resolved. I would like them to contact me and set a time so we can get this resolved.

Business Response: We have been attempting to contact customer through phone and email to set a service appointment.  We will be doing services in the Redding area this week.  If the customer does not return our calls and set the appointment, we will be unable to complete their service.

Consumer Response: *****, from Quality First called me to schedule a time to come and look at my problem.
We set an appointment for 2/12/15 between 12:00 and 1:00 with the understanding that if he was unable to locate materials to complete the work on the inside of the house we would have to reschedule. 

***** called me back to say that he might not have the materials by 2/12; so we rescheduled for 2/17/15 between 9:00 and 11:00 am. 

I will keep you posted.

*****

1/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/25/2014 contract w/First Quality was signed for a new roof. By 10/1/2014 it was all done according to permit. But according to the salesperson I would have considerations to my plants. That didn't happen, they would clean up all debris, I'm still picking that up. When they damaged the plywood, they told me to pay for new, I declined. The nails they used for the new composition shingles were sticking out through the plywood and all the way through so when you stood underneath and looked up the eves you could count every nail, which had been used. When I complained about it, I was told that was not their problem, since I should have bought all new plywood to begin with. Well guess what, they NEVER told me that. They finally agreed to come out and take a look at it right before Christmas, but once again I was told ,when they called Dec.24th that it was not their problem, and they would not be coming out. They had looked the eves over before they started anything, and I was told it was in good shape, they did not find any dry-rot, well after, I declined to pay for the plywood that they had to replace because they damaged it, they found some up on the peak of the roof. I feel like I was grossly taken advantage of, being that I ended up paying $14919.- plus another $200.- for them putting the wood up by the peak. Cash price.----Contractor lic. #875772. Inspector past the work, but never looked under eves nor did he go inside to check anything. Have had to hire somebody to paint under eves and also the trim on the peak, because I just could not ,eave it like that. It is now slowly starting to look like it was supposed to have done, when they were done. But it is sad that I have to sit here and complain about them.

Desired Settlement: Pay for the paint brushes and other supply that I had to go out and buy because of this.....My rosebushes will recover, they always will......

Business Response: All the service work has been done for the customer.  We are providing the customer with a $299 gift card.  Customer stated that she will withdraw her complaint.

Consumer Response:  
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.
I had already, when they came to my door last Friday 1/23/15, told them that as soon as I stood with the gift card in my hand , I would close the complaint with you people.

1/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contracted with Quality First (QF) on March 23 2014 to install solar panels on our home. Approximate Commencement date was March 30, with Approximate Completion date of May 15. We paid our 1000 down payment and signed a revised contract with Approx Commencement April 01 and Approx Completion of Jun 01. Through a series of disputes between QF, Redding Permitting (RP), and Redding Electric Utility (REU), a substantial amount of time transpired. We understand this. But as time progressed, we were increasingly left in the dark about changes/delays/progress. We had to resort to vigorously calling them (QF) just to get an update. They finally installed the panels on Oct 31. Thinking the process was done we paid off the contract. But they altered the layout (sadly with our acknowledgement). This required a  new blueprint. QF, after several phone calls said they would go face to face with Redding on 18 Dec. We reiterated that the tax credit was a prime concern for us and that time was getting short. That was the last time we heard from them. They apparently have a list of the phone numbers we use, because they all go to voice mail and are not returned. As of this writing (5 Jan) RP has had no contact with them since Nov 03 and REU cannot remember when they last heard from them. REU suggested that we attempt to complete the Permitting process, as we have explained our unenviable position, QF is holding the permit, as well as all owner's manuals, maintenance, etc,.and Redding would not hold that against us.

Desired Settlement: We request reimbursement for Nov and Dec (respectively 155.66 and TBD), 20.00 for required stickers to be attached to the cutoff switches, and the tax credit for 2014. Other charges for completing the permit process that QF has not completed. (TBD). If we are able to qualify for a tax credit for 2015 we are willing to forgo that charge. In other words, 1000.00 for Nov/Dec, permitting, and punitive; plus tax credit if necessary.

Business Response: During the process of attempting to get the customer's solar installed, the city of Redding required several revisions with the engineering.  Had the city addressed all the adjustments they wanted initially, the installation would have been accomplished much earlier.  Upon submitting a required engineering adjustment, the city would review and then require another engineering adjustment.  This occurred several times.  The final adjustments have been made and we estimate completion of the installation on Monday, January 12th. 

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Quality First Home Improvement Inc, made a contract their Salesman & Project Coorinator calculated of solar panel needed for the power source I need to meet the electric power my resident use per month. They assured me that my main service panel will pass the city inspection and PG&E Inspection and I agree to the contract. They installed the solar panels on April 2, 2014 and on April 7 City Inspection failed and PG&E said main cable is not acceptable for the solar panel installed. Inspector said main panel need to be upgraded to meet requirement of city code and PG&E. End of April 2014 no response of what they are going to do. On July 3, 2014 I finally hear from them and asked their V.P. of Operations ***** ****** what are they going to do to fix the inspection failure. I send e-mails on July 16, 2014 to get response about this and no answer. July 17, 2014 sent e-mail to ***** ****** that their crew came out to my home to check out my service panel. No response of what Quality First is going to do. Called them on phone, only voice message. Now 5 months later when their city permit is to be expired on Sept. 20,2014 then I get contacted by them. Now, 6 months later they contact me for payment of service done on April 2, 2014 with notice of Pre-Lien. As a consumer, Quality First Home Improvement Inc should finish the contract and pass the City Permit Inspection and PG&E requirements. Quality First Home Improvement Inc.did not make any effort to correct the failed inspection of main service panel. Sent e-mail to ****** ******* on 10/26/2014 to solve this issue and no response. Since they did not answer me about correcting the upgrade of service panel. I, the homeowner is paying the upgrade expense out my pocket to upgrade main service panel to pass the city and PG&E inspection.I am willing to pay the difference, if they minus the expense I have paid out to complete a contract they never finish. Today is Oct. 30, 2014 and still no response of my offer.

Desired Settlement: I just want Quality First Home Improvement Inc. minus my expense of upgradeing my main service panel which they failed to correct. As of today I am the homeowner that is finishing a contract that Quality First never completed.

Business Response: The panel upgrade was never a part of the contract, as at contract time, there was no evidence an upgrade was required.  Per contracting procedures, a change order is required to add to an existing contract.  The customer agreed to a change order but refused to sign it, consequently no panel upgrade was done.  The customer also too Quality First off the permit and put himself on, the permit did not expire.  Quality First performed its obligations as required.  See attached notes.

Consumer Response: About my complaint #********. Quality First Home Improvement Inc.response to my complaint to BBB. I read their notes and there are some things I want to correct in their response. I only heard from them in July. I never received any contract to sign. **** ********** did come over my place in April after the inspection failed and he was trying to figure out how to work the panel upgrade. **** said he will get back to me and I never heard from **** cause Quality First sales person ***** said he no longer work there. Quality First claim they send me e-mail about pg&e upgrade and I never did received anything. I didn't hear from Quality First till July 3. It was only ***** and me and there was no **** there on July 3. After July 16, their crew came over my place and just look at the meter and cable to see what size and that was it. No response till Aug then I couldn't wait any longer and decided to finish the project. I just to make it clear I didn't receive any e-mail from ****** ********.



I just wanted to write what really happen.

11/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Installation of Solar Panels to a home. Service was listed as a 6 weeks installation completion.The Order was put in on 6/13/2014The company has failed to contact me upon updates or failure of delivery date.After contacting the company I was met by someone that could tell me nothing but they are waiting on engineering even after 4 months of still waiting. I was then Hung up on.A deposit was made for services, witch no services have been met. 4 months is an unrealistic amount of time for a customer to be in the dark and no updates and then met with hostility customer service that can only give you an update of its still waiting on Engineering.

Desired Settlement: Refund of Deposit and order cancellation.

Business Response:

The customer was kept appraised of the special engineering for his project which was required by the building department.  Unfortunately, all companies are at the mercy of companies which do engineering, as their schedule does not always meet our schedule.  Per our contract, the installation timing of any project is subject to the timing of external forces which are required.  Quality First has and is meeting their requirements on this project.  See attached notes.

 

***** ******** *********

Quality First Home Improvement

6545 Sunrise Blvd #206

Citrus Heights, CA 95610

Phone: ***** ********

11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want the BBB to be aware of this significant negligence regarding the installation of our door and door frame by Quality First Home Improvement, and the lack of any response to date beyond sending a representative out to review the damage and take pictures. Around 11/2011 a steel door, threshold, and storm door, with a wood door jamb to be reinforced with a secured steel backing plate for protection from door kick-in attack, was installed by this licensed contractor. 10/23/2014 a door kick-in attack easily succeeded due to the steel backing plate not being properly installed or secured. The improper plate installation directly resulted in easy access to, and loss of, significant cash and jewelry, most not covered by insurance, and theft of personal identification documents. The wood door jamb was shattered and the reinforcement plate was clearly found not reasonably secured to either the door jamb or the house frame. The improper and inappropriate installation of the door frame reinforcement plate resulted in our door frame not being able to resist being kicked in any better than a normal, un-reinforced door frame, and put us, and our belongings, in danger with a false sense of safety and security. The negligence of Quality First Home Improvement in performing this door and door frame installation properly has cost our family significantly, not only through the initial losses and property damages, but having to be hyper vigilant against identity theft for many years into the future.

Desired Settlement: Compensation for inspection of all the entry door components for associated damage, restoration of the shattered door frame and any weakened components, including proper installation of a proper steel door jamb reinforcement plate, theft losses not covered by insurance, and costs for identity theft protection for up to 5 years.

Business Response: This door was installed properly.  When it was kicked in, the frame did not come out, it split.  The customer admitted to the fact that he had left his security door unlocked and open.  The fact that he had a security door indicates that he did not feel safe in that area.  There is no resicential prime dor is break-in proof, all can be kicked in.

Consumer Response: I am rejecting this response because: it is unresponsive, inaccurate, misleading, and does not address the complaint or remedies.

The factory fitted door and door frame assembly delivered may, or may not, have been installed reasonably, can't tell without removing and inspecting it, however, the door frame reinforcement plate contracted to be installed to reinforce the lock area of the door frame, to guard against common kick-in attacks, was clearly improperly and inadequately installed resulting in significant financial loss and property damage that Quality First Home Improvement is culpable for and needs to provide some form of recognition, reasonable reimbursement, restitution, and compensation for.

The Quality First Home Improvement reference in their comments to the frame splitting versus the frame coming out is consistent with, and a direct result of, the lack of proper and adequate installation of the door frame reinforcing plate which, with the directly resulting losses, is the focus of the complaint.

What Quality First Home Improvement refers to as a "Security Door" in their response is actually a storm door, not intended, or appropriate, as a "Security Door", and not applicable to the failure of the entry door frame reinforcement contracted for that was improperly and inadequately installed.
 
Quality First Home Improvement has no insight regarding how safe or unsafe I, or my family, may feel in the area the work was performed, and has no right to make any of the statements or comments cited in that regard.
 
For clarity, our area, where the work was performed, is considered very safe in terms of all types of crime, and our reason for including the entry door frame reinforcement was general safety and prudence based on the widely known fact that most burglaries start with an exterior door being breached or kicked in, and this can be averted by having such a door frame reinforcement plate properly installed on the door frame.  Our storm door was selected to allow options for screen or glass panels to be selected based on the weather conditions, and, although it does have a keyed latch, is not designed or intended to provide any significant security; easily pulled open when latched.
 
The statements made by Quality First Home Improvement pertaining to no residential doors being break-in proof, and that all can be kicked in is inaccurate and misleading.  Addition of a properly and appropriately installed entry door reinforcement plate, such as was contracted to be installed, is capable of resisting all but the most ardent and aggressive kick-in attacks.  It is also well documented that after a couple of kicks, if the door and/or door frame do not yield, the burglars will move on to an easier target.  The improperly and inadequately installed entry door reinforcement plate allowed the door frame to fail and splinter when the latches broke through in two kicks as evidenced by the boot marks on the door.
 
It is to the benefit of Quality First Home Improvement that they do not choose to stand behind the quality of their work in this instance.  If they were to be standing behind their work, as my  belongings were, and as myself and my family have been,  they would have been seriously injured by the improperly and inadequately installed entry door frame reinforcement plate that they installed flying out at them, and then been accosted by the burglars who were able to make easy entry due to the negligence exhibited by their company in installing the entry door frame reinforcement plate contracted for.
 
I look forward to the continued assistance of the BBB to guide this complaint to a mutually acceptable closure, and to assure Quality First Home Improvement is suitably graded by the BBB based on their performance and handling of this significant customer complaint.  

Business Response: The door damage and installation was inspected.  The door was found to have been installed properly.  Upon the violent forced entry, it was found that the frame broke where it would have been expected to break, at the weakest point.  On all wood frame doors, the weakest point is where the striker plate is mounted.  A hole is drilled into the frame for setting the striker plate for the door latch, and the striker plate is mounted with two screws. In this case, the frame cracked and broke at that point and the balance of the frame remained intact. Both the manufacturer's warranty and the Quality First installation warranty (2 years) preclude any coverage for "acts of God or man".  This is purely an insurance issure for the customer.

Consumer Response: I am rejecting this response because: It does not address the key issue of improper installation of the door jamb reinforcement plate performed at time of door installation, specifically installed to compensate for this type of door jamb failure, and additional evidence uncovered during repair assessments that does not support the company position that the door frame was properly installed.  

The door installation included provision and installation of a reinforcing steel plate that was to provide the additional strength to the door jamb at the weakest point.

The reinforcing steel plate was inadequately, and improperly secured by the company, as pictures provided attest, negating the ability of the plate to significantly reinforce the door jamb, and directly resulting in a door kick-in attack to be successful when it should not have been.

Additionally, during the company representative site visit to inspect the installation and damage, due to expanded foam insulation covering the installation on the jamb side, he would have been unable to see any detail of the installation of the actual door frame to the frame of the house, with exception of where the reinforcing plate, screws, that were clearly not substantially in the house frame, and surrounding insulation, had been thrown out due to the inadequate and improper installation of the jamb reinforcing plate by the company.

Attached are additional pictures of the jamb side of the door frame and the total of  two (2) screws discovered holding the jamb side of the door frame to the frame of the house, without any shimming or reinforcement, over a significant gap, as discovered after removal of the remaining expanded foam insulation; this is an exterior entry door.

The additional evidence indicates improper and inadequate installation of the door frame as well due to the large, unshimmed and unsupported gap all the way down the door frame, the minimal number of screws holding the frame in place on the jamb side, and the resulting amount of actual screw thread, from the screws used, actually connecting the door frame to the house frame on the jamb side; ~1/4 inch of actual screw penetration into the frame of the house with over half the screw length totally unsupported between the door jamb and the house frame.

Based on this additional discovery, the company claim the door frame was properly installed cannot be considered accurate by any reasonable or professional metric.

Between the inadequate and improper installation of the doorjamb reinforcing plate, which the company keeps failing to address, and the newly discovered inadequate, improper, and unsupported installation of the door frame to the house frame on the jamb side, it would appear the expanding foam insulation has been what has been holding most of the door frame in place to the house frame.

The company needs to step up and acknowledge they did not properly install the reinforcing plate, as well as, now, the door frame, and, at a minimum, provide compensation for the damage resulting to the door frame, and for its proper correction and restoration.  

10/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales representative cut across my lawn and knocked on my door at 7:30 pm on a Friday night. When told to go away due to the time, he became beligerent, called my wife a horse, told me to "Control my *****" and threatened to hit me. He was so loud that 4 of our neighbors came out.

Desired Settlement: Company needs to answer for their employees conduct and owe my family an apology.

Business Response: The company , and I especially, express our most sincere apologies to this family for the actions of our representative.  The representative has been terminated by the company for totally unacceptable actions.  This household has also been placed on our Do Not Solicit list.  The department head for this division has also personally contacted this family with his apologies.

9/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have the Power of Attorney for *** *********, who is mentally challenged. He is a very lonely man and will do anything to have company and someone to talk to. I now have involved ***** ********** ******** to help him. *** **** ******* (a salesman for Quality First) has numerous times come by *** *********'s home, talking him into a home improvement project. Beginning in 2012,(first time I could document, there was another earlier) a whole house fan was installed, which was double any estimates I received. In early 2013 *** ******* sold a new portion of the driveway to be redone for three times any estimate I received. The fact that *** ******* continued to come, and each time the percent of overcharging increased, shows he was aware of how easy it was to take advantage of *** *********. In August of 2013, *** ******* came by again, had a contract signed for the rest of the driveway, again three times higher than any estimates I received. At this point I called the company and immediately canceled the last contract. I contacted the company explaining the situation and I received a response from *** ********, the President. In his letter he states, "I have made sure that no one in our company contacts him again. Every job is now considered paid in full, there are no further obligations on the part of *** *********."The problem is Quality First financed the last project through a third part "******* * ******** ************* ****" and they are coming after *** ********* for $4,500. Quality First drained all of *** *********'s savings with the first three projects; which is why the last one had to be financed. *** ********* has more than paid for the work he had done. We are asking that *** ******** make good on his obligation and take care of the SST account.

Desired Settlement: Quality First to take care of ******* * ******** ************* *** account in the amount of $4,500 or negotiate whatever is needed to clear *** *********.

Business Response: Since the contact with the company in about August of 2012, the company cancelled the August contract with the customer and has not contacted the customer since.  The company has made sure that there have been no new sales or charges to the customer.  If there have been, involving $4,500 and a fiancé company by the name of ******* *** ******** ************* ****., that happened after *** ******* left the company and became involved with a new party.  That new party has taken all the customer lists from our company and has been calling on them and selling to them.   The company is also working with the CSLB in conjunction with this issue and has reported the theft of customer lists and sales materials and forms.  The company believes that ******** **** *********** (**** *******) has made a sale(s) to the customer and provided financing through the aforementioned finance company.

Consumer Response: I am rejecting this response because: Yes, the August contract was cancelled (which I personally did WITH Quality First. The contract we are discussing is from June.  As the attached contract reflects, this is a contract through Quality First. *** ********* is still paying on this, and this is what we need paid in full. The last attachment from *** ******** even admits that *** ********* owes, "no further obligations". 

Business Response: Apparently the party representing the custome did not understand our conversation.  No further obligation meant just that, no obligation on the contract we cancelled, nor anything further that could possibly come up.  Anything previous to that August was vaid and fulfilled by Quality First, therefore payable.

8/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Quality First has been harassing me with calls since 2011 and within the past 7 months have become increasing aggressive. These calls are often times offering a promotion or calling to see how the work is holding up. I've ended with every single call asking for them to put me on a "do not call" list, but they refuse to honor my request.

Desired Settlement: STOP CALLING

Business Response: This customer has their name on the DO NOT CALL list, which will be enforced.

8/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Made appointments to come to my home and they never show up Over the past 1 year and 1/2 has contacted myself or my husband 3 times to set up an appointment for an estimate on windows. All 3 times they have not shown up, no call, no show, nothing. I have just gotten off the phone with this company and they have no record of an appointment being made? However my husband spoke to *** a week ago and he let her know what had happened in the past she assurd him that it would not happen again so he made the appointment for Saturday 7/19/14 at 11:00am and no one showed.

Desired Settlement: I should get my windows for cost.

Business Response: Customer was called, was seen and purchased windows this past weekend.

Consumer Response:  
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. We are very happy with all of *****'s help ,and I don't think we would have done the purchase with out him. We are very excited to be getting our new windows and can't wait for the final results. Thank you very much.

 
 
Sincerely,
**** ******

 

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed the contract on 5/16/2014 to have our driveway torn out and replaced with new concrete. On 5/30 the driveway was torn out, and the railing that is used to go up on the front porch to access the house had to be removed for the new concrete. The next day, 5/31 the new driveway was poured and we were told by the foreman that the gentleman from the day before would be out the NEXT WEEK to put the railing back and the garden brick work. He never showed up. After a month of waiting my son **** called the office and left a detailed message for ****** about having the railing put back on, and the call was not returned. My son called the company again a week later and once again left a detailed message stating what needed to be done and that they lost a job because we could not recommend them since they had not completed the work. He did not return the call. I finally called the salesman Jasse ***** and told him that we were disappointed, and had him talked to my son ****. My son **** informed Mr ***** that he was going to contact the Contractors Board and the BBB to complain and a consumers action group, where as Mr. ***** said that he would take care of this by talking to his boss and get this done. As of last week Mr *****'s boss hasn't called us nor has Mr *****, our railing still needs to be attached to the cement for access, along the driveway dirt has to be put in so nobody trips and breaks a leg, and we still need to have the ornamental bricks that were removed put back in place in the garden. Since I'm 92 years old and my son is 61 and disabled with a bad back and knee, he cannot lift the bricks nor should we. We also should not be liable to fill in where there used to be concrete and fill it in with dirt, and the railing is a law suit waiting to happen. I use a cane to walk just like my son and there have been several times I have grab the railing that is just hanging there that is not attached. I think that if I should get hurt, I would get my money back for what I paid times 3.

Desired Settlement: I want the railing to the porch re-attached, along the new drivway where they had the forms there is a trench, dirt must be put in to fill it up and tamp down; amd finally I want the ornamental brick work that was removed for them to work to be put back into place.

Consumer Response:  
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.

Business Response: This project was completed over a week ago, and the son of the customer called and confirmed that it was done and done to their satisfaction.

6/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought windows for my whole house in 2011, they came with a lifetime warranty. On February 17, 2014 I contacted Quality First for a crack in one of the windows. No call back. Called again on February 18 and was told *****, project manager in Reno, would call back. No call. Called again on March 3 and talked to ***** who sent a young man to measure the window. Was told it would be 2-3 weeks before window was made and could be installed. No word. Called them on April 2 and left a message that I was frustrated and wanted a call back. Called again on April 10 and left a message. ***** finally called, came and measured again. Gave me all kinds of excuses on why nothing had been done yet. I asked him to keep me informed on what was happening. No calls, no contact. I called ***** *******, the V.P. of Operations, on May 2 and left a message asking when my window would be replaced. No call back. Called again this morning and left ANOTHER message with *****. My patience is shot.

Desired Settlement: I want a window replaced per the lifetime warranty, which was the deciding factor for me to buy my windows from Quality First.

Business Response:

QF has responded to the customer that the manufacturer (*** ***) of the window does provide a lifetime warranty against any factory defects.  Specifically, acts   of God or man, are not warrantied.  It is so specified in the *** *** warranty, as well as again on the QF warranty.  QF would come out and replace the insulated     glass unit for the cost of labor and materials (about $211 plus a trip charge of $140).

 

Since then on May 17th, our VP of Operations came to an agreement with the customer’s son that we would replace the unit at no cost, in order to take care of a very dissatisfied customer.  That unit has been ordered from *** *** and we will schedule the installation with the son when the unit comes in.

Consumer Response:  
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.

5/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I hired quality first to replace my driveway and porch. During the demolition phase I noticed and brought to the attention of the job foreman that I was not happy with the foundation work. He assured me it was the correct way to lay a foundation for a driveway. I stated sufficient gravel and base rock were needed for a proper foundation. He did not agree. I contacted the home office for a ruling. The job coordinator agreed with me on this issue. The next day the crew dug a hole and put down a foundation of base rock. However, they did not compact it correctly and there was no gravel laid down. They did not complete the demolition of the porch. The footer was demoed to ground level. I had requested that the footer be completely replaced. They scraped up a small amount of base rock from the driveway and used it for the porch foundation. They did not compact this either. They then poured concrete on top of the old footer and ground. When asked about this I was told the concrete was a special mix, it did not need foundation material. Within a few day's I started seeing small cracks at the stair joints and porch. I am now seeing a single crack forming on the main driveway. All cracks accept two are getting longer and/or slightly wider. I have contacted quality first a minimum of 5 times. I have had multiple visits from there representatives to discuss these issues. The outcome of these visits/conversations was: cracking is expected and they are only responsible for a crack when it's width exceeds the width of a quarter. I have since spoken with the president of the company. He assured me that we will work together to resolve this issue. He is sending his VP to investigate.

Desired Settlement: I would like to see the drive way and the porch re-done to my satisfaction. A foundation of gravel 4" thick compacted and a base rock of 3" thick compacted on top of the gravel. Then re-pour all of the concrete. This should keep the concrete from cracking.

Business Response: We have spoken with the customer.  Our VP of Operations is scheduling to meet with customer after the customer returns from vacation on May 8, 2014.  Complaint will be resolved upon meeting.

4/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: While shopping at the West 7th street Walmart I noticed a display booth of Quality First Home Improvement products. I was asked about what I might be interested in, I told them I needed a new entry door and storm door. They set up an appointment for 9/17/13 and gave me a coupon for $500.00 off. Mr. ***** ***** arrived at my residence, he looked at my existing doors, I pointed out I wanted a storm door like the one I had up (screen rolls up into the frame) He showed me doors, wrote up a contract and requested a down payment of $482.00. ***** *********** and ***** - Came by to take measurements which they would then send to Kentucky where the door would be made. I was told as soon as it arrived I would be contacted to have it installed. Oct 24,2013 two young men, *** ******* and "**" arrived to install the 2 doors. The new entry door had 2 small dents and the storm door was not what I had showed Mr. ***** I wanted. They cut the molding wrong and could not find any to match what was already installed. The storm door was not only the wrong style it was poorly constructed and was not installed to fit the opening tight. They told me they would return to finish the job as soon they could get the right molding but insisted they had to have a check from me for the balance of $4,414.00 before they left. I resisted due to the unfinished state of the job and I pointed out to them that Mr. ***** had failed to deduct the $500.00 coupon. They made a phone call to their office an told me it had been deducted form the cash price already. I wrote a check for $3914.00 the amount I felt was owed. They left promising to return to finish the job. Mr. ***** contacted me to set up an appointment to return to the house to discuss the contract and the doors. I asked Mr. ***** what the cost of the doors added up to. He told me the entry door was $4366. and the storm door was $1638.00. He looked over the job as I pointed out the poorly constructed storm door. I pointed out the 3rd dent on the inside of the entry door where it had been pushed into an old marble table, chipping it. His comment was "It's a dumb place to put a table" "**" returned to finish the molding, but the piece he had was broken. I told him to leave and that we would just wait to finish when they figured out what would be done regarding the doors. I went to Home Depot to see their storm Doors and found the one that was like what I had It was $297.00, made by Anderson doors and better constructed. I continued to make phone calls and eventually Mr. ******* returned my call, He made an offer to forgive the $500.00 He claimed I still owed, to pay me $400.00 for the dents, or reorder the entry door and to get the storm door $297.00 from Home Depot to replace their Paragon Storm door. I call him back and told him to reorder the entry door. This dragged on from Sept. 2013 to Jan 2014 the job unfinished, a dented entry door and the wrong storm door, poorly installed. Each time someone came by to see the job they would photograph the doors and promise to get back to me. ***** *********** left his card on my door to give me an update, and ******* did arrive to take off their storm door and replace it with the Home Depot door (which he drilled in the wrong spots) He also reset the entry door and fixed the molding. He told me as soon as the New entry door arrived he'd be back. He left taking the $1638.00 door with him saying he'd sell it at the flea market. I said you should send it back to the company that built it. ***** *********** contacted me saying the new door had arrived but was worse than mine. I continued making phone calls to Scot ******* leaving messages when he did not answer. I would then call ***** Bonincontri's cell phone that he always answered until recently and tell him of my complaints re:the door not arriving not to mention the difference in price of the two storm doors ($1638.00 V $297.00) Mr. Scot ******* finally returned my calls on 2/27/14 He said he'd like to come by my house to observe the job/doors himself and took more pictures. He canceled the 3-4-14 visit but did arrive on 3-7-14. (2nd) He offered to settle the problem paying me $1000.00 I came back with throw in a new deadbolt an you have a deal, the stress tears me up. I also said to cancel the entry door order. He said absolutely the deal was with the dented door. He promised the check would be in the mail by the next Friday 3/7/14 - 3/14/14 - 3/21/14 - 3/28-14 I waited the week and no check, no deadbolt, ***** *********** did come by Re: the deadbolt saying he'd be back in a few days. I called him and he laughed saying he'd gotten busy and forgot me. I told him Mr. ******* had not kept his promise either. He said he'd contact Scot and get back to me. Neither have returned my calls

Desired Settlement: I would like Mr. ******* to stand by his settlement offer of $1000.00 and to replace the deadbolt made on March 7, 2014 that we shook hands on.

Business Response: The refund was made on April 3, 2014, and confirmed with the customer.  The lockset is scheduled, with the customer, to be replaced 9-10 am on Wed., April 16, 2014.

Consumer Response:  RE: Quality First Home Improvement Lic #74998, File #30034435 W **** ******/Investigator-**** ***********/Investigations Supervisor 

On April 8, 2014 Mr. *********** returned my call regarding my compliant and this check. Due to health issues (High BP) I am going to accept the check and drop my part of the complaint.

Thank you for your prompt response to y complaint and phone calls, it was appreciated.

4/21/2014 Problems with Product/Service
3/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Salesman ****** ****** signed the contract with me on October 23. Took $490 deposit, no one ever contacted me to do the job after my calls & message The salesman came to my house on 10-24-13 and sold me an entry door and a bay window for the kitchen for the sum of $4,414 with the deposit of $490, which they took from the credit card. The contract says that the job completion is by November 18, 2013. They came to do the measurements but never came back with the final product. They don't return my messages and phone calls. Invoice# ***** and *****

Desired Settlement: i would like my deposit to be returned to my credit card

Business Response: The installation was to take place 11/18/13, +/- 20 days, depending upon product delivery from factory. THe door was received on 12/4/13. We have left voice messages attempting to set the installation since.

Business Response: The installation was to take place 11/18/13, +/- 20 days, depending upon product delivery from factory. THe door was received on 12/4/13. We have left voice messages attempting to set the installation since.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, the information provided by QF is false and inaccurate. I have a print out from my At$t bill from end of November till now, and there is exactly one call from QF which was made almost 3 weeks after the date of completion stated in the contract (i only have one phone number). From my end there were 5 calls made to them to inquire the status of my order, and 2 calls to a salesperson who provided the ill fated service. i also attempted to send an email to the address provided on their corporate site, but like everything they offer, the email address didn't work. i have a copy of a bounced emails as well. I haven't received as of now any registered mail what so ever, and it's surely doesn't take a week to get from Sacramento to San Jose.
QF is an unreliable, bordering with fraud type of business, who's practices need to be examined closely. I deeply regret the time i fall to their marketing phone call and in this trap. I would appreciate any assistance from BBB to get them out of my life.
Merry Christmas

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, the information provided by QF is false and inaccurate. I have a print out from my At$t bill from end of November till now, and there is exactly one call from QF which was made almost 3 weeks after the date of completion stated in the contract (i only have one phone number). From my end there were 5 calls made to them to inquire the status of my order, and 2 calls to a salesperson who provided the ill fated service. i also attempted to send an email to the address provided on their corporate site, but like everything they offer, the email address didn't work. i have a copy of a bounced emails as well. I haven't received as of now any registered mail what so ever, and it's surely doesn't take a week to get from Sacramento to San Jose.
QF is an unreliable, bordering with fraud type of business, who's practices need to be examined closely. I deeply regret the time i fall to their marketing phone call and in this trap. I would appreciate any assistance from BBB to get them out of my life.
Merry Christmas

Business Response: Customer called Dec. 26 and said she had received letter. Installation is scheduled for Sunday Jan. 5th. Customer was given a discount for her disatisfaction.

Business Response: Customer called Dec. 26 and said she had received letter. Installation is scheduled for Sunday Jan. 5th. Customer was given a discount for her disatisfaction.

1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The contract, No. 01-*****, said "Quality First to provide and install custom exterior coating system...Rear wall -- all sofit & facia 4 sides including front entrance." It was supposed to start the beginning of November and finish the beginning of December. Here it is the middle of January and I am still waiting for the sofit and facia work to be completed. The sofit and facia have been primed and for two weeks I've heard that the people doing the work were coming by to finish. But they never show up. Anything else I can do to get the job done?

Desired Settlement: Since the job is very close to being completed, I would like them to complete.

Consumer Response:  
Better Business Bureau:
In reference to complaint ID *******, I find their resolution is satisfactory to me.
This issue has been resolved. i would like to close this complaint.

Sincerely,

***** ***

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not receive the quality and scope of service contracted for. Failed to replace existing walkway to same dimensions. Attempted to install concrete without dobe blocks Mr is a licensed civil engineer and discussed specifics of project in detail with salesman including dobe concrete pour delayed waiting for dobe blocks. Concrete laid up to existing landscape edging in some areas the concrete was allowed to pool told that the existing landscape were not permanent structures homeowner offered to remove landscape material in advance told not to. Homeowner opened garage door three or four feet to protect door concrete splashed on door causing damage to garage door. Used hose to clean out 5 gallon bucket waste concrete pooled and hardened in the planter against the brick wall causing damage to the wall. Concrete adhered to brick wall & front of house. Debris including buckets wood nails cigarettes cans & bottles left in planters bushes & lawn. No effort to collect nails as every few inches there are nails surrounding concrete in ditch where forms were & scattered across yard. Failed to protect wet edges of concrete from damage during forms removal resulting in chips to fresh concrete & spillover at edges where stress cuts were made. Demanded cash payment on completion contract did not specify cash arrangements had been made to pay by credit card. Insisted cash must be paid leaving homeowner with an angry contractor at home that would not accept a credit card had to return to work and was worried about leaving angry contractors on site paid by check $12,000. Previously transferred $12,000 from checking account to credit card account had to deplete checking account to cover check 90 days before credit card company will refund credit. Salesman & foreman said homeowner to wait 2 weeks to use driveway. **** called Mr at work day before wanting to come back to seal concrete & collect the balance of $525. Mrs called **** back, left her number and stated she wanted to discuss the defects to the concrete prior to any additional work, offered to meet **** at the site. ****** showed up next day while homeowner was at work. Mr called at 2:30 (message), a request was made for him to come to the property before they would seal it, as they required final payment, Mrs was not called. Mr arrived after the contractor had left finding the concrete had been pressure washed. There were areas on the concrete where the spray had caused chipping to the surface layer of concrete dust evident on the surface tire tracks evident in the concrete (dirty tracks from road). Mrs called **** left a message complaining about his failure to call repeated her earlier concerns and voiced new concerns over what appeared to be an incomplete pressure washing damaged surface & concrete dust on the surface. She specifically stated that she did not want anyone doing any future work at her property without speaking to her first. Later that evening ****** showed up at the house to apply the sealant ****** did not call or knock on the door. Mr & Mrs approached ****** explaining their concerns. ****** apologized and stated that the edges should have been coped the debris should have been cleaned up and the spillover should not have occurred. He could offer no suggestion to the missing concrete along the edge of the walkway he could not see how they made that mistake as it was obvious that what was laid did not match the footprint for what had been there previously. He offered to cut the spillover out clean the debris clean garage door finish the rough edges & pitted surfaces remove tire marks & clean brick all before he brushed & sealed the concrete the next day. Next day **** called Mr did not call Mrs. He stated that the tire marks were caused from driving on concrete too soon should have waited 3 weeks. Mr said that he thought water was added to mix while waiting on dobe to be laid mix was weakened causing the pitting & sandy surface to concrete. **** became enraged yelled "we are done" and hung up.

Desired Settlement: The contractor did address some of the issues on the day that **** hung up; some of the areas of spilled over concrete had been cut out, but not all of it. Homeowner wants the contractor to mitigate the damage to the surface of the concrete by resurfacing or some other agreeable measure. The areas where the rough edges remain should be sanded or ground down to create a smooth edge. The entire surface once repaired should be sealed. Garage door and brick surfaces should be cleaned. All nails should be removed from the site. The total price should be discounted to a cash price, as the credit card was not honored. The loss of homeowner's time should be compensated. The loss of use of $12,000 for a period of ninety days should be addressed in the same manner that the contractor would address a late payment of ninety days. The contractor should address the disrespect shown to Mrs. as he was given her number but refused to speak with her, my only assumption is that this was because of her gender.

Business Response: Initial Business Response
We've attempted to return to the home and schedule power washing and sealing of the concrete. We need the homeowners to be willing to work with us, and let us back on the job site. We'll have an update to the rest of the project soon.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) The contractor has not attempted to contact me or my spouse. We have not received any phone calls to our home, cell or work phone numbers. We have not received any correspondence. No one has visited our home, or has left any messages for us at our home. Additionally, power washing and sealing the driveway will not fully resolve the issue, as the issues regarding damage to the garage and brick work, spillover, rough edges and concrete not poured to specifications will need to be addressed as well. We have not shown or even implied that we are not willing to work with the contractor. The last communication with the contractor was terminated by **** who hung up on me and stated "we are done". If the contractor wants to resolve the issue they should contact us. We are willing to accept a reasonable resolution that serves to correct the deficiencies and damages. It is our desire to receive the product that we contracted and paid for, nothing more and nothing less.

Business Response: We've attempted to return to the home and schedule power washing and sealing of the concrete. We need the homeowners to be willing to work with us, and let us back on the job site. We'll have an update to the rest of the project soon.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The contractor has not attempted to contact me or my spouse. We have not received any phone calls to our home, cell or work phone numbers. We have not received any correspondence. No one has visited our home, or has left any messages for us at our home. Additionally, power washing and sealing the driveway will not fully resolve the issue, as the issues regarding damage to the garage and brick work, spillover, rough edges and concrete not poured to specifications will need to be addressed as well. We have not shown or even implied that we are not willing to work with the contractor. The last communication with the contractor was terminated by Rick who hung up on me and stated "we are done". If the contractor wants to resolve the issue they should contact us. We are willing to accept a reasonable resolution that serves to correct the deficiencies and damages. It is our desire to receive the product that we contracted and paid for, nothing more and nothing less.

Consumer Response: We have not heard from the company. The company has made no attempt to contact us. The last conversation or interaction with the company was on the day that **** called and ended the conversation by hanging up with the remark "we are done." We are still willing to work with the company and would like them to finish the job.

Business Response: This letter is in response to ****** ********' s complaint. I was involved with this project after it's completion. Mr. ******** contract was for $13,525.00 dollars with a $1000.00 dollar down payment made at the time the contract was written. This down payment was made upon his Discover Card.
Contract states final payment upon completion for the sum of $12,525.00 it does not state cash or credit card payment, it simply states final payment due. I can not speak for how or why there were issues with the final payment and why Mr. ******** states that they demanded a check; we accept credit card pay by phone all the time.Mr. ******** with held $525.00 dollars from his payment to insure that we would return to pressure wash and seal his new concrete, which he was told was a courteous seal we provide.
However we have to wait several weeks and need to have good weather to do. This is why it Is a
courteous to the customer.
I contacted the ********s to schedule the pressure wash and seal I spoke with Mr. ******** we was
happy to have us come and get this done, At this time he informed me that there had been a mess left behind, I assured Mr. ******** that ****** would take care of his issue while he was there doing the pressure wash. I received a call the next day from ****** that the ********s where upset and that he was not to be there and that he were not to put the seat on. I instructed him to take care of the other issues and that I would Call Mr. ********, I contacted Mr. ******** at which time he informed me that there were still tire marks in the drive way and that's why he did not want ****** to seal. I told him I would send ****** back to pressure wash again, and then next day I received a call from ****** that the tire marks were not coming off. I drove to the site and confirmed that the tire marks were embedded in the concrete which tells me the home owner drove on the concrete before it had fully curried. I contacted Mr. ******** by cell phone while standing in his driveway with ****** standing there with me, to discuss the tire tracks. I tried to explain that the tire tracks were embedded and that I was unsure of how to address the issue, only that he should have waited longer before driving on it. Mr.******** became out raged. He stated that he would not allow my crew to pour concrete until dobe blocks we installed and made my crew go get them before the could pour, leaving a concrete truck sitting waiting, there fore they had to add water to the concrete. Mr. ******** stated that his son was an engineer and that between them, (his son and he) new more about doing concrete than my crew did. I have been in the construction industry for over 3Oyrs and we have not used dobe blocks for 2 decades. Mr. ******** while still very angry and yelling made the statement (so you are saying this is my entire fault and that your company is going to do nothing, Do I need to contact my lawyer) at which time I stated to Mr. ******** this conversation is over. I then instructed ****** to gather all of our tools and equipment and that we were done for the day. ****** ********* was present for this entire conversation.
I find these allegations to be false, I also would like to state that if the ********s were so un happy why did they sign a completion certificate which state all work and materials meets there satisfaction. As well as filling out a customer lobby review form, which the state the crew was great. Not to mention that they wrote a check for final payment.

Business Response: ***** ******* was able to make contact with Mr. ******** yesterday. They set a meeting for 5:00 pm on Monday, Dec. 16th, which fit Mr. ********'s schedule. It sounds as through Mr. ******** is happy with the pending meeting. I am sure that we will be able to resolve all issues with the ********s.

Business Response: I have forwarded you the email and Service Addendum that I wrote to the ********'s after my 2nd meeting with them at their home. We came to a resolution of the dispute that would leave them satisfied regarding their issues with the work performed. Quality First will honor our workmanship warranty and replace the driveway in the spring of 2014 as written in attached letter to the ********'s. Please close this complaint against Quality First and make active our A+ rating once reviewed.

Thank you,

***** *******

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 12/8/13 Sunday, 6" of snow & very cold. Young man in Santa hat w/ badge (of co.) & clipboard rang doorbell... trying to set appts. for home remodeling. I say: "No thank you, all I need is a garage" He shoved a "hanger" on door, ran down street to a waiting car, returned saying we do it all! I said "in the snow?" He replied yes, someone will be here tomorrow 10am, ok? to give estimate. I said ok just hang it on the door. That evening I had 5 calls from them - no messages just open line w/ kid screaming in background.

Desired Settlement: DesiredSettlementID: The next morning, calls again - I finally answered & asked them not to call again, it continued thru the week & again on Sunday 2 men came. I consider this harassment.

Business Response: The appologies of Quality First to the customer. The individual invilved has been identified and summarily disciplined. The customer has been put on the Do Not Call list.

Business Response: The appologies of Quality First to the customer. The individual invilved has been identified and summarily disciplined. The customer has been put on the Do Not Call list.

12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The patio roof was very expensive - $9900.00. My question to the company has been very simple. Is it possible to have an additional downspout? I have called numerous times and had to leave messages. There is another phone # (209) 688-2713 **** ******* Nobody ever calls me back. The answer is yes or no and I can't see what the problem is. I would never recommend them to somebody else - this is soo very rude!! Absolutely not business sense!!

Desired Settlement: DesiredSettlementID: Other (requires explanation) There is no money involved. Please answer my question.

Business Response: Final Consumer Response
Consumer called and stated that the company has completed the job and she is very satisfied. She stated that they did a nice job.

11/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: For the past 4 years persistent phone calls in spite of repeated requests not to call any more. Since last month EVERY single work day! About 4 years ago, my wife and I stopped by a Quality-First booth at the Santa Clara Home Improvement show, asking for a quote for window upgrades at our home. The quote came in quite high and we decided to go with another company (SKJ in San Jose). Since then we were receiving a phone call from Quality First at least once a month. We told the sales agent (a different person every time) that we had the job done already and asked to be removed from their call list. Every time the person said she or he would do it right away, but nothing happened. Since last month, however, we are getting calls EVER SINGLE DAY. So today I told the sales lady, who called herself a "manager" that I would file a complained with the California BBB, to which she responded: "Go right ahead!". That was the last straw. PLEASE, help us: our answering machine shows a different number every time, so we simply do not know who's calling, so we take the call. Tese people should be persecuted for abusing the First Amendment!

Desired Settlement: Just make them stop: Cease and Desist! I am sure we are not the only ones complaining.

Business Response: Initial Business Response
The customer has been put on the do not call list and the offender has been disciplined. There will be no more calls.

Final Consumer Response
Thank you very much for your help. Happy Thanksgiving!

11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got some new windows installed in my home. Was not happy with the poor work that was done. Calking coming off windows, getting mold. There's a hollow inch from the window to the frame, when pressed on edge of window it sinks in and calking comes apart. I've called numerous times. They came over once, took the window apart, left it like that and never came back to fix it. I've still been calling and only once spoke to me. Never have come then to fix the problem.

Desired Settlement: I would like my windows to be done the right way and get some kind of reimbursement and also fix any harm done to my home due to their poor workmanship.

Business Response: Initial Business Response
Mr. ***** has had three service calls, with all problems being addressed. He continues to come up with new. We have an appointment to do another service call to address his trim on Wed. Nov. 13. We are also pulling a permit and will have an inspection.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.) Quality first did come to my house they took off the old sloopy trim and put a little more foam in the gal from the window to the frame. I asked if it was enough foam. They said it was i still felt like there should of been more foam but they said that was enough. The new trim looked way better, the kitchen window was not fully stripped from the old trim i was told it would be but it wasnt. The bathroom in my bedroom , after taking a better look i noticed that the top trip is not sticking all the way it looks loose but it took me two years to get them out here to fix the old problem so im guessing another two years to fix that one. Also in the kitchen window they riped off the silicone from the counter that was in between the window and the counter trim and didnt replace it even after asking them to do so. At this point im just tired of quality first, i signed the work order paper because some work was done not because i was satisfied.

Final Business Response
All work has been done for Mr. ***** and he has signed off on the service invoice as being satisfied with the work. The permit for the window installation has been pulled, but cannot be finaled until Mr. ***** completes the installation of his smoke dectectors and carbon monoxide alarm. As soon as he informs us that he has completed his installation, we will call for the final.

10/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have been following up since 04/12 to get them to put the dirt back and make the drains function as intended once cement finished drying from 01/12job If left as is, a permit would have been required since it changed the hillside water drainage. I've weeded dirt 11 times based on promises of hearing soon to schedule, including paying others since I'm disabled. Redirection of water as left has exposed tree roots risking it falling on my house. Only one of many, many phone calls did someone try to return and did not answer any questions I had asked.

Desired Settlement: work finished, debris taken away that was left and something new done to address tree problem. Also, without permission someone came and made one drain useless--fixing that problem also so intended draining can occur.

Business Response: Initial Business Response
All work has beren completed to the satisfactgion of Ms. ******.

8/27/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Salesman using high pressure & bullying tactics to get a window replacement deal. Salesman called house 3 times & showed up twice. Two salesman from Quality First Home Improvement Inc. were walking through my neighborhood soliciting home improvement work. They contacted me to solicit home improvement window replacement. I told the salesman I was not interested. The salesman continued to ask me to let him do a demonstration the following day. I told this salesman "No". Several days later, on Monday, 07/29/13 I received a morning & an afternoon telephone call from the same aggressive salesman to come to my home to do a window demonstration. Each telephone call, I told the salesman "No" & I was not interested. I told him to stop bothering me. On Tuesday, 07/30/13 I received a telephone call from a female from Quality First Home Improvement Inc., who was trying to schedule a window replacement demonstration. I told the female that I was not interested & to remove my name from their solicitation list. I also told her I had told the salesman "No" multiple times & wanted this solicitation to stop. She apologized & said she would take care of it. The next day, on Wednesday, 07/31/13 at 6:15 pm, the same salesman showed up at my door unsolicited & explained he wanted to do an unsolicited window demonstration. I told this salesman that this had to stop & I had told him "No" multiple times. I asked the salesman why he refused to take "No" for an answer. He strongly told me he wanted do just do the demonstration as he pulled out his blue tooth device from his ear. The salesman was starting to get angry & frustrated, trying to intimidate me. I told him to leave my property & that I was calling the police. The salesman reluctantly left my property & drove off in a white van, clearly marked as belonging to Quality First Home Improvement Inc. I immediately called the Redding Police Department & filed a log report of harassment.

Desired Settlement: My family & I never want to be contacted by Quality First Home Improvement Inc. salesman or employees. The high pressure tactics are unprofessional & should not be part of an ethical business.

Business Response: Business' Initial Response
Both individuals involved have been disiplined and the customer has been put on our Do Not Call list and Do Not Knock list.

Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.) We are satisfied with the company's response to our BBB complaint by assuring we are not to be called or contacted at our home by company representatives in the future.

8/9/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: TexCoat installed by Company has failed on my Patio Cover 3 yrs running and now they will not f/u for repairs promised by their representative Letter sent to: Mr. ***** ******** Quality First Home Improvement This letter will constitute my formal demand that Quality First Home Improvement(Company) honor its warranty for the TexCoat applied to my home & patio cover at **** ****** ****** *** ***** CA. Your CA Lic No is XXXXXX, and your registration no.XXXXXCA My home is located in the ****** ***** Country Club in *** ******** Therefore, the Architectural Committee is very strict in what product materials & colors can be used on our million dollar + homes. In this case, they required the Company to match the **** ******* on the walls and Soffits and to add a compatible color for the patio cover structures which had previously been a natural wood color. The project was completed in October 2009. Your contract numbers include XX-XXXXX and XX-XXXX. Since you and your staff are refusing to return a total of some 15 calls in the past 30 days,I am filing a formal complaint with the Better Business Bureau & the CA Contractor's License Board. It is unfortunate that you have forced me into this position. I had in in the past been very pleased with the overall job as far as the appearance and performance of the product, as well as the professionalism and courtesy of your staff. As you are aware, the problem has to do blistering and bubbling on the extensive patio cover structures that are attached to my home.You will note that the importance of sealing and protecting the wood patio cover from future maintenance was specifically called out in the contract under "Special Instructions" Your project on my home was completed in early October 2009.Within a few weeks, bubbles & blisters began to appear on multiple surfaces of the wood patio cover,including the main support beams, the double 2x8" rafters & the redwood lattice on the top. When I brought this to the attention of Quality First, by mutual agreement, we agreed that it would be wise to wait for dry weather to correct the problem. Therefore, in the summer of 2010, the ******* sent two members of the crew that did the original installation, ***, the supervisor and Gabe to scrape and repaint the patio cover. Unfortunately, the problem has re-occurred multiple times since. Both in the summer of 2011, and again in 2012, the Company sent *** & **** to correct the problem. The problem is again in evidence. When I reported that to the Company, they sent a rep to my home in May. Next, ***** came out to take photographs to document the problem. Then, ****** ***** met with me at the property on June 5 at which time he took additional photos and agreed that the problem must be corrected. He then sent ***** out to meet with me in the second week in June.Rather than just scraping & refinishing, ***** recommended that the main structural beams be faced with a ½" new wood overlay. While I was skeptical of this solution, I told both ****** & ***** that I would agree to the Company attempting that construction, so long as it did not affect my warranty. ***** stated to me that he would order both the wood & the coating materials immediately & the repairs would begin within two weeks. Since that time, I have left 12-15 VM's for ****** 3 messages for you. No one is returning my call. Hence, I have no choice but to file these formal complaints & if necessary proceed with having another contractor make the repairs and pursue your bond and/or reimbursement through litigation. You have absolutely no legal position to fail to honor the TexCoat warranty. Since the problem occurred within weeks after completion of the job and you have acknowledged that it is the Company's responsibility by having your crew attempt to correct the problem during three consecutive summers I will easily prevail.I have one additional problem that has appeared in the last few months. As ****** noted,it appears that rust is bleeding through the TexCoat on the stucco corners on at least three lower areas of my home

Desired Settlement: I want the company to honor their Lifetime Warranty and continue to repair the affected areas, both on the patio cover and the main structure of my home, that is now appearing to have rust problems leaking through the coating.

Business Response: Business' Initial Response
Company state the project was completed last week, and they have since received a complimentary letter from the consumer with gift cards for their staff.

8/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: failed to complete installation of our solar panels and house fan in January 2012. Was done in June 2012. Remaining balance owed $2062.00 which is due Original contract signed in Dec 2011, install of solar panel and fan was supposed to be completed in January 2012. The company sent paperwork that we were supposed to fill out but we never received. A company rep, Deanna, had to come to our home to hand deliver paperwork which was signed and given back to her that same day. All work was not completed until June 2012 only after I called the City of Roseville to ask what was going on with my meter. I have no prior knowledge of how solar installs work or what it entails thus I chose Quality First because of their BBB and Diamond Certification status. At the original signing, they got me initial financing through ***** ***** ********* which was not cheap. I didn't know that I would be paying $477.00 a month for this card since I did not get a payment schedule when I signed the contract. A portion of the card was used for home improvement. The other remaining balance which was paid to Quality First. Quality First then offered to do in home financing for the remaining balance of $2062.00 SInce that initial offer wasn't returned they counter offered asking us to pay for the unpaid rebate .Company is asking us to pay for rebate money in the amount of $2691.00 they failed to secure from the City of Roseville for solar panel in this new offer. I have asked *** ***** to relay to ***** (President and COO) that any additional payments are a burden. I can not afford the new terms and asking me to pay for a non-paid rebate which they failed to get is not ok.

Desired Settlement: Quality First offered to do in house financing for the remaining balance of $ 2062. 00 mos.payments of $102.94. I Would like them to honor their first financing offer without including the rebate money they were supposed to get from the City of Roseville of $2691.00 . The City of Roseville has provided us with e-mails that they sent to the company requesting paperwork which was not provided to he City of Roseville to issue a rebate. Or Quality First can come and get the solar panels and issue a refund. Thank you.

Business Response: Business' Initial Response
The *****'s contracted with Quality First to install a solar system on Dec. 16, 2011. Upon receiving the permit for installation, the installation started on Feb,10 and completed on Feb. 13, 2012. The permit was finaled on Mar. 5, 2012. In that the City of Roseville requires an installation to be paid in full before the interconnection is made, the city did not interconnect. The *****'s had personally used $2,062.00 of their solar loan, and there was a partial payment made to Quality First. The *****'s then reversed the balance of the load with ***** ***** ***** June 11, 2012, Quality First supplied the City of Roseville with a new single-line drawing which the city requested. Somehow, the *****'s got the city to install their new meter and interconnect, without Quality First being paid. Quality First then gets the *****'s to authorize payment (partial due to previous use of account) with ***** ****** On Sept. 12, 2012, the city rebate of $2,691.00 expiresa as the contract is not paid in full. The rebate, at time of sale, was credited to the *****'s as part of their downpayment. In that the rebate no longer exists, they lost that part of their downpayment, now leaving a balance due to Quality First of $4,753.00. Quality First has offered to finance that balance in-house, but to date the *****'s have not responded. The next move by Quality First will have to be filing a lien to ensure payment of the debt.

Consumer's Final Response
The last e-mail that BBB sent was found in spam. I would like for BBB to re-open the case. I don not agree with Solar FIrst and would like the company to split the difference of the City of Roseville rebate. Due to Solar First: $2062.00

Business' Final Response
Unfortunately, the customer is misinformed on a couple issues; (1) down payment taken at time of sale cannot exceed 10% or $1,000, whichever is less, in this case, it was not taken at time of sale, rather, it was to be received as balance due at completion, and (2) the city of Roseville requires the customer to pay in full before they will issue the rebate, which the customer never did. The customer paid the balance they had left on their loan credit card, short $2,062.00 The unpaid rebate is $2,691.00. The customer is responsible to Quality First for the full amount of $4,753. If the customer believes the rebate is collectable, then he is more than welcome to collect from the city of Roseville. Somehow, the customer talked the city into installing the new meter, which the city does not do, unless the contract is paid in full. The city says it isn't, hence their refusal to issue the rebate to Quality First.

6/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Quality First Home Improvement had installed wrong windows that failed city inspection. Failed to follow HOA guidelines. Quality First Home Improvement installed the windows on 12/28/12. The workers left behind unsealed windows which have to be covered by trims. The problem lies with the fact that they installed the wrong kind of windows without following the Homeowners Association's specific guidlines provided by us. The contractors left the job site unfinished and failed to communicate with us on the matter at hand. The company then proceeded to take the money from the bank without confirmation from us. The work failed to pass the city inspection as well as Home Owners Association inspection. We had attempted to contact the company many times but they would not respond. Purchase date: October 14, 2012 Sales Rep: Lee Mealer Payment Amount: $6,312.00 Payment Method: Bank Credit

Desired Settlement: We want the money ($6,311.00) returned to the Wells Fargo financial credit account that was used to pay the company. We would also like to have someone pick up their windows from the Home Owners Association's custody which is located in the complex (9005 Alcosta Blvd.; San Ramon, CA 94583). Contact Gerald Stated.

Business Response: Business' Initial Response
CSLB, Mr. Khan and I resolved, to his satisfaction, his issues with Quality First. He paid us $2,700.00 out of his deposit and we refunded the balance.

Consumer's Final Response
In response to your mail, I would like to inform you that California Licensing Board Have negotiated the deal and I agreed for that, but still I have not received the amount they promise to return let them refund my money back then I will take back my complaint. I am paying interest of that amount and I wants to pay back as soon as possible. Thank you and I appreciate you to follow up my case. Faheem Khan

Business' Final Response
This situation has been addressed through the CSLB, and has been resolved to the satisfaction of Mr. Khan. A refund check in the amount of $2,700.00 was issued and mailed yesterday to Mr. Khan. Armida Cadena of the CSLB handled the case.

6/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False reference claim of major business backing. 6/1/2013 Afternoon. Solicitor (Quality First Home Improvement, Inc.) came to my door on foot claimed to be ****** ********* ****** ***** preferred contractor. My girlfriend gave them the information needed for someone to show up for an estimate. On 6/2/2013 after thinking through what had happened yesterday she called Costco to find out that they don't not advertize references through door to door solicitors. Please inform this company that their trickery is unacceptable business behavior.

Desired Settlement: Never will I use the company for any work. I will inform all I can about their unsavory business practices of using a major company as a reference.

Business Response: Business' Initial Response
Hopefully, this is a misunderstanding as the product, Tex-Cote, is a perferred product sold by ******* through designated contractors, of which Quality First is one of the few in CA and NV. The Quality First canvassers are being refreshed on proper terminology and proper referencing.

6/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The sale person sold me gutter that were to have the same appearance of the existing gutter. When The gutters were installed the end cap have gaps. All effort to resolve the issue with Quality First have been unsuccessful. They say that is just the way alumium gutters are made. The fact that the quality looks bad and have gaps in the end is just the way it is. If the Sales person had told me that would be the case I would never have purchase aluminum gutters. The sales person also said they would do whatever necessary to make sure I was happy. They misrepresent the product, quality and the company.

Desired Settlement: I have spoken to one of the project managers and he said he would recommend installing the steel gutter to provide the quality I wanted and ensure I was happy. The customer service manager was not willing to authorize that. He is more interested in putting a lean on my home and taking me to small claims court. I only became aware of that decision after I followed up with them. He didn't have the professionalism to call me and let me know the status. That has been the experience I have had with this company the entire time. I need to call to have someone to the measure. I call to get the installation done, although I was told they would call. When the installation was done not one notified me the work was complete before they left or request payment. I notified them of the defect the same day and provide pictures as requested and didn't receive any response. I did receive any bill or correspondence until I received a Pre-Lien Notification.

Business Response: Business' Initial Response
The customer apparenatly misunderstood the sales rep as to style. The only gutter system that we sell is that which was installed. It is the one on her contract, and was installed and sealed on a manner that exceeds industry standards. She has refused to honor her contract, consequently she has received a pre-lien notice.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) This statement is not accurate. I was told by the Program Manager sell steel gutters as well. I had steel gutters installed an was told it would look the same. The Program Manager sugguested to have the gutters changed to steel an would have the same look and feel. He was will to make this change but the Customer Service Manager is not willing to make the change. The contract states that workmanship is determine by a goverment agency but have done nothing to resolve this issue or to follow their own contract.

Business' Final Response
Quality First does not and has never installed a gutter system as the customer describes. The gutter installed is what was sold to the customer and at a minimum, meets all industry standards. Nevertheless, Quality First is willing to resolve the issue with the customer. Our Project Coordinator will again contact the customer.

5/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Stamped Concrete patio done with no color in the mix On January 15,13 we contracted with *** *********** salesman from Quality First Home Improvement to do an aprox 307 sq ft stamped concrete patio with a color of quarry red to be added into the concrete mx and sealed for $5794.00. On February 21, 13 after pouring and stamping the concrete we came to find out that there was no color added to the mixed concrete as contracted to do so. We asked the worker why we didn't see the color after he finished pouring and stamping the concrete. He said his paper work didn't have anything about a color, so we showed him our contract paper work with the stated color that was suppose to have been added in the concrete mix. Somebody messed up!! He then called his boss and told him of this. His boss said well they would then half to stain it in 3 to 4 weeks. We then spoke to *** about this, who had no explanation of why or how this mistake had happened, but said they would stain it and that staining it would be better then if it had been done the correct way it was supposed to be done with the color mixed in the concrete. He assured is the stain would be strong, durable, and would penetrate through the concrete and not peel off, it was going to be the best stain, trust me he said better than anything else and guaranteed. On March 22, 13 a worker came to stain the concrete he put a thin one coat of stain and did not stain it right, not a good job at all, sloopy, there is mix matched coloring, its darker around the edges, lighter in other areas and inconsinties. We let *** know we were not pleased with how he had stained the concrete. Since then in addition to the lously stain job, the stain is chipping in some places, peeling up in some places and you see ugly grey concrete showing thru. This is totally unacceptable!! Today April 29, 13 someone from Quality First was suppose to come and restain the color again which didn't happen they never showed up. We are not satisified at all with this job. Staining is no remedy or substitute to cover for not adding the color in the concrete mix that was contracted to do so. What their trying to do to cover up for not adding the color in the concrete mix, staining the concrete is not working and we are not accepting it. This is no $5794.00 job. We have not got what we contracted for. We contracted for stamped concrete with color mixed in the concrete. We are not satisified at all. Again the stain fix their trying to substitute for does not work for us. The only to fix it is to do it right, to honor the contract.

Desired Settlement: Honor the contract with color mixed in the concrete or give me a balance of 2328.00 due.

Business Response: Business' Initial Response
***** ******* talked to Mrs. ****** on Friday, May 3rd. Quality First will be back to the ******'s the end of the week of the 6th, follow the return of the ******'s. Their color situation will be taken care of at that time.

5/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No response after verbal and verbally left telephone messages. In Mid Feburary started having problems with solar system tripping it's own circuit breaker. Same month had noticed that the solar system monitoring system was not working properly. Contacted **** ********** and he verbally stated that he would have an electrician come out to repair a possible faulty circuit breaker, nobody ever showed up. Contacted **** again and he stated he would personally come out and take care of the problems, again nobody showed up.

Desired Settlement: The only settlement I am asking for is the solar system and all of it's components work as advertised, and if not be replaced.

Business Response: Business' Initial Response
Friday, May 3rd, **** ********** met with Mrs.*****. The service to replace the breaker + any other adjustments, is set for Wednesday, May 8th.

2/22/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: A sales person was rude, would not leave a card, and tried to get my social security number from my fiance to run my credit whith out my permission. On Saturday 01/19/13 at 10:00 a.m. a sales person came to my home to meet with my fiance while I was at work. The company had previously contacted us to talk about replacing out door and entryway. I had asked my fiance to get price ranges before meeting so that we knew if this would be a waste of time or not. They would not give prcing over the phone and insisted we meet. When the salesman meet with my wife they were pushy and rude. He wanted to make a sale right at that moment but my fiance told him she needed to wait for me. I continued to push her to make a commitment without me. He tried to get my social security number from her to run my credit for financing without my permission. When he realized a sale was not going to happen he became more rude as if we waited his time (when we tried to avoid this earlier by getting pricing over the phone). Turns out the pricing was way more than I intended to pay for this work anyway. She wanted his name again and asked for his card repeatedly and he would not give it to her. Had I been home I would have tossed him out in a heartbeat. I think this is rude and a pushy sales tactic to behave this way in someone's home and to go behind someone's back to run thier credit. My fiance and I are not even legally married and she would have no right to give him such information.

Desired Settlement: I want the company to know how their salesman acted. I hope this is not a reflection of the entire company culture but it probably is as sales is mostly comission based. I do not wish to be contacted by this comapny again. Don't call me or my fiance and stay away from my home.

Business Response: Business' Initial Response
Our appologies to Mr. ****** and his finance for any misunderstandings, for apparently there definitely was misunderstanding. Our rep did not ask for personal information, rather he did explain what would be required in the event of a purchase, which would involve personal information. The further misunderstanding was apparently about pricing, in that our rep would not give "ball park" estimates, rather, when we price a job, it is exact, and we rquire the proper information so that the pricing will be accurate. This was not made available to us, hence no pricing. Our rep has been counceled in proper presentation and explanation, and this situation will not occur agin.

11/26/2012 Billing/Collection Issues | Read Complaint Details
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Complaint: about the windows suspost to be at 150 to 155 and it is at 185. ok when **** ****** can out to my house the second time to make sure the job got done he said that the crage should get done also would only job the bill up like 20 to 30 dolers a month i was ok cool we can offerd that well it whent from a istmat of 150 to 185 dollers ok i can understand it was just a istmant but going up that much is not right at all then on top of that i been trying to call quality first more then one time to talk to them about it and no one welll cal me back i have tryed to call **** ****** back and i never get a retern phon calll from what i knoe so far i have been lied too and i dont like i i think i well never use quality first agin to me busnes should not be like that not off by 30 to 50 bucks when there geving a isteament thank have a nice day

Desired Settlement: i am seeking that my billl gos down to the 150 to 155 like i was told

Business Response: Business' Initial Response
For the past two weeks we have been attempting to contact Mr. ******. We have left many voice mails as well as Mr. ****** has personally been at the ****** residence. We have not received any return calls. It appears that Mr. ****** did tell Mr. ****** that his payments would go up approximately $20-30 (from $150) per month, so $185 is about right. We cannot help how a bank rates an individual's credit and the subsequent rate which is then charged.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) stop trying to say its my create its just fine ****** when my first set of windo was done the payment was about 135 he came out and said why dont we do the grage whendos also i ask him more then once how much it would go up he said only about 20 to 25 dollers a mouth i said ok be four i even agredd to do my grage i ask him agin how much would it go up he said 20 maybe 25 tops 135= 20=XXX XXX=25=160 not 180 i was lied to just for him to get the sell if the ppl that work for the windo copeny think it is ok to lie to the costermer i guess i welll start haveing to let every one o know about the compent i mite even go as far to post it on craglist to say what kinda frawed compeny it is i do not like be lied to the other day my coworker asked me where is a good place to get windos i coulded say this compeny cus of what they did then to say they came out to my house when the did not and called me when they did not grrr that relly makes me made i whant to talke to someone in person

Business' Final Response
We are sending our district manager out to work with Mr. ******. Again, we have no control over how a bank rates a customer, nor how the bank schedules a customer's payment plan. No where was there ever anything in writing from us promising a certain payment or interest rate. The reason for no payment is that the bank fully assumes that responsibility. Mr. ****** needs to work with the financing institution is he wishes to make different payment arrangements. No financial institution makes those arrangements with the merchant/contractor, only with the customer.

9/25/2012 Problems with Product/Service | Read Complaint Details
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Complaint: We hired Quality first to reside and put new windows in our home I was called by Quality First and told they would start the remodel on June 14th 2012 they then did not show up until the following Monday the 18th. the crew of 2 men then tore the old siding off our house and threw it every where. The wind blew siding into a car parked in the street in front of the residence. Our new lawn was burned because they left siding lay on the lawn there clean up was non existent my husband and I did the clean up of our yard there was no reguard for existing plants they took every window out of my house when I was expecting one at a time we then had a wind storm in which my home was filled with dirt due to all the windows being taken out all at the same time they then put new ones in and put the siding up we have found poor workman ship thru out out entire home they were to come back on july 5th to finish but no one showed up and as of this date X-XX-XXXX and this time 9:45 a.m. no one has showed up to finish this job. We have exhausted phone calls and still no responce to our calls. We had french doors put in that will not stand open the put a hole in the top weather stripping the cracked my wall putting in a door that just truly did not fit correctly it was jammed in and the wall cracked during installation

Desired Settlement: We would like the job finished and the french doors replaced and the siding fixed where bad cuts were made

Business Response: Business' Initial Response
All corrections have been made except on the french doors. Parts have been ordered and are to be in by 7/25, after which the door coorections will be scheduled.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) we spent twenty one thousand dollars on windows and siding for our home, The french doors will not stay open when they tried to adjust the doors they punched holes in the top of the stripping we are still waiting for supplies, this is what we keep hearing the same man and another man came back filled in the windows and repaired some cuts the over all job is still shoddy as one of there own employees put it. Sixteen hundred dollars worth of french doors that have to be propped open just to use them I feel the engeneer on this project would have considered all the measurements of the space not just length and width as they now say the whole wall is tilted so the doors will never work unless we replace the whole outside wall. The issue still stands that they cracked my wall putting these french doors in why did that happen was it because the measurements were off to begin with? engineering problem? also I have outlets that just stick out of the outside wall I was told these were manufacturing problems???????? I would still like to have a walk through done by someone who can really make a decision and make it happen.

Business' Final Response
All necessary services have been completed, including completionof the cleanup. Quality First is supplying the Moores with siiding for their garage to compensate for their inconvenience.

9/11/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were promised an approximate completion date of May 30, 2012 and the project was completed June 21. Also We were mislead about billing. They began work on my patio on May 23, 2012. They broke our pool tile and did not call to tell us, they just left and did not return. We called to see what the plan was, and it took them until June 3 to get someone here to look at the tile. We told them the project had to be done by June 8 and on 2 different occasions they promised it would be. (I was told this by Rick ****** on June 1, by ***** the salesman prior to signing the contract). On June 8 the project was at a standstill, and Angelina (unk last name, an assistant of Rick ******) promised it would be completed by June 15. No one came back to our house until June 11, and they did not begin working again until June 18. We had to call almost every day for updates on our project and our project coordinator, Rick ****** refused to return any of our calls. Upon completion of the project, June 21, 2012, they left piles of concrete in our yard which we had to break and remove (concrete removal was included in the contract). They left an open can of acetone in our yard where my kids and dogs play. They left garbage in and around our pool. They droped my watering can in the concrete, and instead of cleaning it they put it on my window shelf. Because they did not get the project done when it was supposed to finish, I had to move a party that was planned at our house and change plans at the last minute. It cost me extra because of the short notice which was a result of the June 1 conversation with Rick when he again promised it would be done in time. In addition to the problems above, when ***** (the salesman) presented the contract, he said Quality First would finance the project and we would pay $185/month for 10 years. When the first bill came, it is through Wells Fargo, and I am being charged $296 minimum payment. I have made numerous attempts to speak with the company about my problems but no one will speak with me. I talked with Mark in customer service and he promised to call me back 2 weeks ago, but that hasn't happened.

Desired Settlement: The lack of follow through that lead to my project being completed 21 days late cost me $2000.00 due to moving the party, replacing items they ruined, and having to re-fill my pool due to them breaking the tile. I would like my bill adjusted which **** (the customer service agent) said was reasonable given the poor service we received. The total of my contract for this project is $9694.00, I would like it adjusted to $8000.00.

Business Response: Business' Initial Response
The concern of the customer has been addressed and a refund issued to meet her satisfaction.