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Jessie B.

Contributor Level

Total Points
180

1 Review by Jessie

  • Qualitytx

8/13/20

We are returning our unit based on our poor customer experience with the company. Quality home products of Texas charges a premium rate for their products, and boast about having 5 star services, but this was far from our experience.
A sales man came to our house and preformed a water test and sold us on a whole home water filtration system. The salesman was really good at his job. We had no intention of buying the unit but he was able to sell us not only on water filtration but on how his company has outstanding service. This unit was not cheap! One of the most expensive I've seen on the market, but we trusted the sales pitch and wanted the "5 star service".
The unit was set to be installed the following Monday and the installer was courteous. During installation he drilled through the wall in my kitchen and accidentally hit one of electric lines in the wall. We immediately lost power to our refrigerator and another outlet. Another man came out (not an electrician) to try and fix it but couldn't figure it out. They hooked up our fridge with an extension cord and advised it would be perfectly safe until they could schedule an electrician to come back and fix it. They left that day and let me know we would get a phone call by the end of the week to schedule.
This was Monday. Still no phone call by Friday so we called to find out what was happening. The customer service agent was confused because no ticket was ever entered to schedule an appointment. They advised they entered a ticket now and we would be called on Monday to schedule. Monday came and went with no call. We called back and once again we were told that no ticket was entered and there were no notes on our issue! We couldn't believe it! They entered a ticket finally and someone got scheduled for the next Saturday ( almost 2 weeks since issue started).
My husband and I both had to work on Saturday so only my mom was available to let the electrician in. He looked at everything and said he would not be able to fix it that day. He said they would need to come back again at a later day to do the work.
Sunday morning (day after electrician left) I tried cooking breakfast and my stove was no longer working. I knew the electrician had to move the stove so I tried pulling the stove out to make sure it was plugged back in properly. As soon as I touch the metal siding of the stove I received a very strong electric shock! Scared the hell out of me and left my arm tingling for over an hour. Even more than that, we have a 1.5 year old boy and I am positive that if he would have touched this instead of me, he most likely would have died.
I called their emergency line and the original sales person to report what happened and we were finally made a priority. It so disappointing that I had to get hurt in order for a problem to be resolved!
We had been patient up until that point but my husband was very mad that I was injured. He talked to Brian Edwards briefly but we were quickly passed off to David who handles customer experience. We were offered a discount which equaled out to less than 15% of the unit. We have decided that due to the poor experience we had, this small of a discount is not worth the headache of their "5 star service". We will be shopping elsewhere for a water filtration system.

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