ComplaintsforQuality Homes Services

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had service completed in 01/2024 to my rental property at ********************************************** and I've called Rainsoft at ************ 4 times requesting a itemized receipt as the amount that was charged was more than usual. I called on 02/18/2024, 02/20/2024, 02/29/2024 and 03/04/2024 and each time the receptionist states that she will get my request up to the powers that be but I've received no response. All I want is the itemized receipt for tax purposes.

  

  Business response

  03/07/2024

  Thank you for an opportunity to respond to this customers concerns. After investigating the issue we found that we did not have a good email address to send information to the customer and there was poor communication on our end to get this request resolved. We have been in contact with the customer and explained the service charges to her satisfaction as well as provided a copy of the work order with the breakdown. We believe this resolved her concerns. Thank you!

  Customer response

  03/10/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sunpower by Quality Home Services installed solar panels in our home approximately 3 years ago. They did work in our attic. We are currently installing lighting in our bathroom. When we went into the attic, we saw that our return duct is completely smashed. Quality Home Services were the last company to be in our attic. They caused this damage and did not repair it. Once we signed the Solar contract with Quality Home, we had a few questions. We tried calling several times and left several messages. Our salesman would not call us. His manager would not call us. No one would call us. They didn't even know what our questions were. Now I need repairs done, they continue to ignore us. Can you help us?

  

  Business response

  12/11/2023

  Thank you for the opportunity to respond to this customer concern. We were able to make contact with the customer as well as perform a site visit to view damaged duct work. After examining the duct work it was determined that the damage was done in areas where we did perform work. We then worked with the customer to secure a proper vendor to perform the repair work as well as provide them the contact information for our install manager so if they have any questions in the future they can reach out to him directly. We are very sorry this happened and are grateful to have the ********* as our customer. We appreciate their patience and for working with us to get this resolved for them!

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Work was started in February 2023 on rule 16 dig to upgrade power utility line to main break panel of residence. Due to weather project was stalled for a month until work was restarted. Work was restarted but then stopped. A trench was open in yard from February until June 2023. Neighbors yard had to be dug up as well for utility line upgrade yet that was never informed as part of original project. Neighbors yard and primary residence still has no full repair of work. Also work not completed on main breaker panel upgrade.

  

  Business response

  06/27/2023

  Thank you for this opportunity to respond to our customers complaint. We are aware of the delays in their project and are sorry for the frustration this has caused them and their neighbor. Coordinating the Rule 16 with the utility company has been a challenge but we feel we could have done much better at communicating with our customer and worked harder to push the project through to completion. We are in communication now with our customer as well as their neighbor and are obtaining quotes to complete concrete work and landscaping. Once quotes are received we will work with our customer to schedule dates to finish the project. We again are very sorry for this poor customer experience and appreciate the extreme patience of our customer as we work towards a final completion.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed a home solar panel project with Quality Homes Services June 2022. The contract includes a loan payment to start Jan 2023. The project calls for completion before loan payment to start and I would not be making any payment until the project is completed (see last page of attached agreement). To-date, the project has not yet been completed but I have been paying for the loan since 1/1/23. I'm now paying for both solar loan and PGE bills and have no solar energy to show for. To me, this is a breech of contract, as stated in attached agreement that says "There will be no auto withdraw until after installation" from my bank account. While Quality Homes Services is already making money off my loan, I have yet to see any solar energy for my home. While Quality Homes Services paid for my PGE electric bill for month of Jan 2023, they have not pay for subsequent months since. I have tried to make many contacts with Jeremy **** and Brooke Hamilton at Quality Homes Services via phone and email recently but they're not responding. I would like QHS to: 1) Complete solar project. 2) Re-imburse my PGE electric bills from months start/including Feb. 2023 up-to date when I'm no longer being charge by PGE for electricity not coming from solar panels. 3) Compensate for my time (so far ~4 hrs at $75/hr) spent chasing and baby sitting this project because QHS did not follow thru with promise. Their last person that was managing this project (******* ***) left, and nobody knew about this project for months until I call in and ask for status. Nobody at the time was able to provide any update until I complained and ****** took over. I believe this is reasonable enough to be compensated for. Can anyone help?

  

  Business response

  04/17/2023

  We have received the customers complaint and will be reviewing the project history with the appropriate team members to create an appropriate response. Thank you for making us aware.

  Customer response

  04/19/2023

   I am rejecting this response because:
  
  The response has no detail solution or specific answers to my questions.  I have been told the project is being work on many times already.
  
  

  

  Business response

  04/20/2023

  Thank you for this opportunity to respond. Our records indicate that our Operations Manager Mr. **** has called several times as well as emailed to discuss Mr. ****** requests in his complaint and update him on his Main Panel Upgrade time frame. As of todays date we have not been able to make contact or received any return phone calls or emails. I suggest that Mr. **** get in contact with Mr. **** to discuss his concerns and work towards a resolution.  

  Customer response

  04/20/2023

   I am rejecting this response because:
  
  Please prove Mr **** called me when and what the discussion was.  Mr **** sent an email to me but never called me as he promised or left any voice mail indicating he called.  In fact I called him several times but he did not answer and could not leave a vm because his vm was full.  
  

  I understand the panel install is scheduled,  but QHS has respond to my questions and taken my calls to resolve rest of issues.  Here’s number to Mr **** ###-###-#### that says vm is full.

  

  Business response

  04/26/2023

  Thank you for this opportunity to respond. Mr. **** and Mr. **** have been able to connect and are working on finishing up the required electrical work on Thursday April 27th and the **** residence. The utility company required a unforeseen change to Mr. ****** project. Mr. **** and Mr. **** were able to discuss and make a plan forward. Mr. **** will also be submitting necessary plan changes to the building department as requested by the utility company. Once work and plan change has been completed and inspection has taken place Mr. **** with work with Mr. **** on his other requests for monetary compensation.

• Initial Complaint

  03/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I need your help. I know that Quality Home Service(QHS) has done a bait and switch. I signed their contract 10/17 to install 22 SunPower M425 solar panels. The sales representative told me that it would be installed by the end of December. I was told my contact person for the project was ******* ********. ******* and I had been communicating via email and phone. She was great: she informed me on the site inspection and the required licenses and permits. On 10/20, she informed me that the permits and licenses should be approved in 2-3 weeks. After approval, she would call me to schedule installation for December. Since I did not hear from her for 1 month, I called QHS on 11/20/2022. I was forwarded to *****. She told me that my previous representative, *******, was let go, and she apologized that no one contacted me regarding my installation. I explained my situation and I was told that the installation was to be completed in December. She told me that there were supply issues and she would contact me regarding an installation date. I contacted her 1 month later, 12/21/2022, and she stated that there were several other customers before me and my panels would not be installed until after March. I requested to speak with the manager. She told me to contact ******* ******. He was not available, so I left messages and he finally contacted me. He told me there would be delays because of supply issues. He recommended that I go with a different panel that he had in stock: SunPower X or A panels. He sent me the specification sheets. I was concerned because these were previous year models. He stated that they were the same. It took me time to research the panels. I asked friends and colleagues about situation, and they were all concerned about the terrible service I was getting from QHS. On 1/6/2023, I spoke with the supplier of the solar panels, SunPower. *******, SunPower representative, explained to me that the M panels have superior technology and the highest power AC density available compared to the X and A panels. He also stated the M panels have a solid copper foundation and are sturdier than the X and A panels. The SunPower representative recommended that I install the M panels and that I contact QHS to stay with the M panels. I have attached the specification sheets. I contacted Stephen, and I explained that I want to stay with the M panels. I explained that his information was inconsistent with the SunPower information. Also, I explained that I spoke with 2 other SunPower certified providers and installers, and they had no supply issues or service delays; they have the M425 solar panels. One company gave me a written agreement to have the installation done within 2 months. He could not explain why his company had supply issues or why 2 other companies that are certified SunPower installers did not have these issues. Since his company did not have the panels we contracted and he could not guarantee installation in 2 months, I requested that we cancel the contract and my $1000 down payment be returned on 1/9/2023. QHS refused to refund me my down payment/deposit and they are charging me an additional fee for permit costs. I do not believe this is my fault. They failed to meet their contractual obligation to complete the job in a timely manner. They clearly overbooked their services. The other company I used had all the permits and installation completed in 2 months as promised: I signed their contract 1/9/2023 and work was completed on 3/10/2023. I have attached this information. Because of inflation, I had to pay the same cost and have 3 less solar panels installed. I feel that QHS to meet its obligation in a timely manner. I am hoping that you can convince Quality Home Service to be conscientious and just and refund my down payment of $1000 and cancel all additional charges or fees.

  

  Business response

  03/20/2023

  Below is the response from our Sales Director regarding Dr. **** **** cancellation.

  
  

  My discussions with Dr. **** began on 12/21/22 after our operations team asked for me to reach out.  I left him a voicemail at 2:22 PM according to my notes. The operations team reached out to him on 1/4/23 with an update on module supply as he had decided to stay with his currently selected module, even though I had offered to upgrade him to a more efficient SunPower Maxeon module and add an extra one at my expense to ensure his total system produced more than his originally contracted system.  

  On 1/5/23 I received an email at 2:06 PM and responded to that email at 4:01 PM on the same day.  Again, I offered a larger system size with a more efficient SunPower Maxeon Panel option and emailed him the data sheets to compare.  Although Dr. **** states that SunPower advised him that the M Series was a better module, that is simply not true.  In an email from Dr. **** at 4:25 PM on 1/5/23 he requested that we refund his deposit.  On 1/5/23 at 4:58 PM, I replied informing him that it was non refundable and we had already incurred expenses on pre-site survey, design and plan set and issued solar permit.  It was also noted that the delays on the project were due to manufacturer supply to our dealership and not within our control. 

  On 1/6/23, cancellation had not taken place yet and he had been informed that it was a non refundable deposit.  At that time on 1/6/23, he requested more data sheets, indicating that he was considering my offer of upgrading his system, and not that he was intending to cancel.  Throughout the coming days, emails with questions and answers were exchanged regarding the modules.  

  The cancellation form was not submitted until 1/9/23 at 6:29 AM.  At that time, I promptly informed operations of the cancellation. 

  We understand Dr. ***** frustration but the panels provided by the manufacturer SunPower started to diminish towards the end of 2022 and this was why we tried to offer another better solution. We have no control on production levels at the manufacturing level nor can we control who the manufacturer decides to release panels to when they become available. This was a national shortage on this particular panel type.  Dr. **** ultimately decide against going forward with us but we had already incurred costs. It is for these reasons we cannot refund the deposit on this project. 

  
  

  Customer response

  03/21/2023

   I am rejecting this response because:
  I disagree with Mr. Saeger. When I spoke the sales person who sold me the system, **** ********* stated that he had the panels in stock and he would be able to install the system by December. If he did not have the panels then I would not have signed a contract with this company. *******, my company contact, reinforced that work will be done by December. Also, Mr. ****** is the installer of the system and not the manufacturer of the panels.  If he feels that SunPower is giving incorrect information via specification data and customer support then it is his companies responsibility to explain this to the customer before a customer signs the contract, and if he believes SunPower is making false claims then he should not be selling this type of panel to the consumer. He does not elaborate why his company does not have the contracted M panels whereas to 2 other SunPower authorized installers had them. I was forced to switch to another solar installer because I already waited 3 months and there were further delays. This is the fault of the company. I understand there was financial cost to the company but they should not have made false promises. Also, I had to incur losses as well; I had to pay for a smaller system at a higher price. I request that my $1000 be refunded.
  

  Thank you,

  

  Business response

  03/21/2023

  We are sorry that Dr. **** is not happy with our response. When Dr. **** purchased his system from us on October 17th, 2022 the panels he requested were available and in stock. There was also no indication from the manufacturer that the panels supplies were diminishing so we had no reason to believe that we would not be able to get more. As we worked the project we informed Dr. **** that we obtained his permit on November 1st, 2022 and his project was still moving forward. We made contact with Dr. **** on November 21st, 2022 as we still had not received his approval letter from his Home Owners Association. Once received we were able to move the project forward and this is when we were notified by our manufacturer of the shortage of the panels Dr. **** wanted installed. That is when we began to offer different options to Dr. ****. The reason it is possible for other dealers to have panels and some dealers don't has to do with when orders were placed last with the manufacturer. Supply and demand dictate what is available and when. It is obvious that the SunPower dealers that have/had them in stock placed an order for more prior to the manufacturer running out. As we have explained, we can only work with the information we have in front of us at the time. At the time of sale we had them in stock, two months later when it came time to install we were notified by the manufacturer that we would not be able to obtain them anytime soon. Dr. **** was not forced to switch to another solar company, he chose to do so. We provided several options up to and including waiting for the 425 panels to come back in stock. Dr. **** did not want to wait and opted to cancel his project with us and work with another solar company. For these reasons and the work we performed moving his project forward, we will not be returning the $1000.00 deposit.    

• Initial Complaint

  12/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed a contract in May 2022 for a solar system through quality home services with some power. The contract was canceled by Sunpower in September 2022 due to the length of time with no work completed. We canceled through our sales representative and have now received a bill for a permit. The sales representative has assisted us in canceling the contract and no longer works for Quality Home Services. He has said the company breached contract and have no right to try and recover the permit fees. This company has bad business practices and horrible customer service.

  

  Business response

  12/19/2022

  Thank you for this opportunity to respond to our customers concerns. In reviewing this project, and discussing with Mr. ***, his project had many delays beyond the control of our company and Mr. ***. Everything from delayed product delivery to permitting and jurisdiction as well as delays from the utility company allowing the project to move forward. After a discussion with Mr. *** I do believe we could have communicated these delays better with him and his family and feel this could have helped ease most of his frustrations. I explained that the invoice he received was for the work we had done for his project (site survey, design preparation and permit for the install) he understood but due to the length of time that had passed with no new progress he asked not to be invoiced which I agreed to. I let him know that his account would be closed with a zero balance. I thanked him for explaining to me his concerns and let him know if I could be of help in the future to give me a call and he said he would.

  Customer response

  12/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18***245, and find that this resolution is satisfactory to me.

  
  

  Mr. ****** from Quality Home Services made a phone call to me directly. We discussed the companies delays in our solar project. They zeroed out the invoice and we excepted this.

  
  

  Very pleasant phone call and appreciated the customer service from Mr. ******.

  
  

  Sincerely,

  
  

  ****** ***

• Initial Complaint

  11/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We contracted QHS to install a Generac whole house generator. The total price was just over 21,000. We had issues from the beginning. They did not replace our original power panel with a sub panel like the work order stated. They also ran the power above ground against our house which effected incoming power to our panel as well as our rain gutter. This was also not IAW the work order. They did not patch the hole they left in our roof. The electrician my inappropriate remarks towards my wife and 17 year old daughter and then told them to get walkie-talkies and label the breakers themselves. We were told they optested the generator yet when it actually turned on the first time the ATS caught fire. When the tech showed up he discovered they wired the system wrong. The positive was wired into the neutral this caused a huge power surge into my house and destroyed most of the electronics in my house, it also set the side of my house on fire. We live in a high fire area. Luckily this happenedin the middle of the day and i just happened to be home. **** the tech that has been trying to fix the issues has been great and replaced 75% of the electronics. Unfortunately that's where it ends. I was very clear with the company once this happened and they original agreed to my terms. Now they are not returning phone calls or keeping me updated on a status of my claim. I have asked for the QA sheets on the install and have not received those either. It is now November this happened June 8th. I am still without our spare refrigerator (I have 5 kids and we live 45 minutes from town) and our fireplace was also damaged it snows where we live and the fireplace is our sole source of heat. I have received nothing but empty promises from this company since I signed the contract. Every issue we have had takes weeks and multiple phone calls to get the company to respond and then even more to force them to correct the issues. As an active duty military I don't always have the ability to do it

  

  Business response

  11/10/2022

  Thank you for this opportunity to review this complaint. Mr. ****** has some valid concerns with the way his project was installed and there were issues with the project that caused items within the home to be damaged. Mr. ****** has been working with us patiently to get items repaired and replaced but we admit communication could have been much better when delays in repairs or products were not available. We are of course very sorry for this and are working to make this communication better. We are currently working with Mr. ****** to replace the final damaged items and discussing a partial reimbursement for the delays he has endured as well as the overall customer experience he and his family has had. We look forward to restoring a good company to customer relationship and helping his family for many years to come.  

  Customer response

  11/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. QHS has assured me that by December 1st all promised compensation will be received and we have both signed a contract stating and agreeing to those terms

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have been customers of Quality Home Services since 2006 when we had a RainSoft Water System installed in our home in ********, California. The purchase of this system was not inexpensive. We were unaware at the time of purchase that we would necessarily have to spend hundreds and hundreds of dollars every year for service and filters. We took some solace in knowing that this system carried with it a LIFETIME WARRANTY Some years, sad to say, it was next to impossible in procuring an appointment time as the staff seemed ill-prepared in the areas of customer service, customer appreciation, etc. One would think that, after the exorbitant amount of money initially spent, as well as the hundreds of dollars spent each year for service and filters, that procuring service would not be so difficult and almost as if it were an inconvenience to staff to even deal. Most recently, I noticed that the system was regenerating during the daytime. I have no thoughts or ideas as to why this would happen. Because we had initially set the system to regenerate at 1 am, this caused some alarm, and I attempted to re-set the regeneration time. The system would not allow me to alter the time, the date, or regeneration time on the computer of the unit installed in our garage. I called Quality Services. After many attempts, I was able to secure an appointment with the understanding that the technician was to diagnose/repair the computer problem on the system in the garage and then do the annual maintenance. When he arrived, he insisted on changing filters in the sink unit first. He wanted to change 3 but the third was so expensive I instructed him to change two and then move on to the garage unit. When he did so, he simply said: "It's broken." He unplugged it, said he was ordering a new circuit board (under warranty) and he left. Later I found out it would cost $600+. Full details are in the attached letter.

  

  Business response

  06/13/2022

  Thank you for this opportunity to hear your concerns and work towards a resolution. We are of course very sorry to hear of this and would like to help. 

  
  

  In reviewing the service history the last service performed was in January of 2019. The filters in the drinking water system were changed at this time as well as a diagnostic service on the water softener and it was performing as it should. When our technician arrived on April 22nd of this year the drinking water system needed all three filters changed as three years had passed and the pre and post filters should be changed annually and the center filter should be changed every two to three years. The technician also found that the computer on the water softener was not able to be reprogrammed and documented a replacement would be needed. The system installed carriers a ten year electrical component warranty which expired in March of 2016. 

  
  

  That being said we value Mr. ***** as a customer and we would like to discuss more to resolve his concerns as soon as possible. We will have the service manager call and schedule a service for him and his family.  

  Customer response

  06/13/2022

   I am rejecting this response because:  Please refer to attached documentation.
  
  
  

  

  Business response

  06/14/2022

  After reviewing the details of the service with our customer further we will be honoring their requests of reimbursement of the charges collected at the time of service. 

  
  

  We will also be setting a follow up service call at no charge to the customer. During this call we will be examining all electrical portions of the system and any found faulty (computer, switches, wiring) will be replaced at no charge. We have explained that the warranty on his electrical components expired but because our technician misspoke while at the home we will honor what our technician said. 

  
  

  We look forward to restoring a good customer to company relationship very soon and stand ready to set a service for the Jonas family.

  Customer response

  06/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  **** from Quality Home Services was very quick to work towards a resolution that satisfied the situation at hand.  We are both, I believe, resolved to continue working together as we both see the great result from customer and company working close together to accomplish many good things for both.

  
  

  I look forward to seeing our system up and running quickly.

  
  

  ***** *****

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3/25/21 Upgrade system. I was told that by spending 1050.00 I would not have replace my system filters for three years. That cost would be 356.00 every three years. That was the reason for the upgrade. Then today they call to make a service call to replace the two outside filters for 220.00. That in my viewed is fraud. I want my money refunded And my old system returned to normal at no charge to me. Thank you ***** ** **** 2/23/2022

  

  Business response

  02/24/2022

  We are of course sorry to hear of this complaint. 

  Mr. **** had a drinking water system installed by us originally in August of 2003. It was recommended that the system be upgraded due to his system being 18 years old. This system was replaced with an upgraded version in March of 2021. We discussed with the customer service rep that assisted Mr. **** with the upgrade purchase and she states that the required maintenance was explained at time of purchase. the pre and post filters should be changed annually just like the system he had installed in 2003. The center filter or main filter should be changed every three years as Mr. **** stated for a cost of $356.00. It was not stated that the system could go without service for three years. All domestic water treatment equipment should be inspected and serviced at least annually to ensure proper function and testing of the water. Mr. **** has several pieces of equipment installed at his home by our company that also should be checked annually. This is also explained by our technicians at point of install as well as being explained in the customers owner’s manual(s).

  When we called to set this appointment as we have done in years past Mr. **** became upset and did not set an annual service call this year.

  We cannot refund the amount paid as the system has been installed in Mr. ***** home now for eleven months and cannot be returned. We also cannot provide Mr. **** with his old system that was removed on March 25th, 2021, as we do not keep old, outdated equipment that is removed from customers’ homes.

  We would be willing to provide a one-time complimentary service call and filter change this year to restore a positive customer to company relationship. If this is acceptable to Mr. ****, he can let us know and we can set this appointment for him.

  Thank you

   

   

   

  
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a water softener installed in 2016, but currently the unit is broken since August 2021. Called the company (Quality Home Services) for repair, but they are giving all the excuses for not fixing the unit. They are trying to sell me a newer unit instead of fixing the current unit. Also I did tell them that I have a skin problem when using hard water to take showers .

  

  Business response

  12/13/2021

  We are aware of Mr. ******* concerns and have been trying to resolve them. At issue is the system installed is no longer under warranty and finding the correct parts to make repairs has been a challenge. As of the date of this complaint we have made contact with the manufacturer as well as satellite dealers to acquire the parts needed and we believe we have them being shipped. This has been explained to Mr. ***** and once the parts are in our possession we can set an appointment for repair. We are very sorry for the delay in getting this resolved for the ***** family. Obtaining parts and materials for the past year has grown increasingly difficult due to production and material reductions. We hope to have what we need by the end of this week to take care of him.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩