Complaints
This profile includes complaints for Quality 1st Basement Systems's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:06/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 12/19/2024 I placed an order with Quality 1st for an Egress window. Total cost was $9,180. Window was installed 2/3/2025. Quality 1st had an issue with water coming into my home. They fixed that issue. I paid to have my sprinkler guy shut off the valve over the window.
On 4/19/2025 when turning on my sprinkler system for the season I come to find out that the crew that installed the window cut the valve line and manifold. This should have cost me $200 to open the sprinkler system but instead it cost me $1012.98.
Quality 1st should pay me the difference of $812.98 as this was clearly an error on the crew.
I contacted Javier (salesman) on 3 separate occasions (5/21/25 @ 10:49 a.m.; 5/28/25 @10:28 a.m.; 6/4 @ 12:13 p.m.) and no response.
Business Response
Date: 06/16/2025
Thank you for reaching out and I apologize for any inconvenience. One of our managers will reach out to you. I am sure we can come to a resolution we all feel comfortable with. Thank you again for reaching out.
Bob C*****
Customer Answer
Date: 06/26/2025
My name is ***** *****. This complaint (ID#********) ************* has been resolved. I received a check today from Quality 1st Basements in the amount of $812.98. All issues have been resolved.
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.
Regards,
***** *****Initial Complaint
Date:11/07/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Work was done Nov. 4.Door is not centered and some screws are missing in the foundation, Door is not leveled, there are gaps at the top and bottom of the door and the door is not squared. I've called ****** ********* *************) to tell him about the issue before the work crew left and was told to make an appointment next week for someone to come and look at the problem. The door is not sealed and rain could settle in the basement.Until the job is done I wil not complete payment.Business Response
Date: 11/11/2024
Dear ******,
Thank you for reaching out and sharing. We have called you to make an appointment to send someone out to take care of your concerns, unfortunately you hung up on us. I am assuming you suspected the number may have been spam. We are here to help and want to make sure you are happy. Please call us at ************ and ask for the production team. They are ready to help.
Thank you
*** ******
Quality 1st Basement Systems.
Customer Answer
Date: 11/12/2024
Complaint: 22526277
I am rejecting this response because: We had an appointment for today 11/12 from 1-4 and that appointment was confirmed. I no longer wanted to debate with the **** and said goodbye because appointment was confirmed but they called me back and said the appointment wasn't confirmed and after waiting on the phone for a bit they gave me another appointment for this Thursday from 1-4pm, I said okay. Now they're saying I have no appointment because I don't want to be confrontational, I just want what I'm paying for and should not have to deal with aggressive service reps. *** $3400.00 I should have a door that is leveled, cement work done properly, all screws placed, and not have sponge swabs placed in the gaps because the door was not cut properlyUsually when something isn't done properly a company comes out the next day or two to resolve the problem, not tell me they will fit me in when they get another appointment
Regards,
****** *****Business Response
Date: 11/13/2024
We have an appointment this Friday we do plan to be there and take care of it. We ask that you please be kind, our tech will be the same and we will get it handled as quickly as we can for you. We are here to help.
-***
Customer Answer
Date: 11/21/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** *****Initial Complaint
Date:03/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
$7200 3/3/23 Hired quality 1st basement to install french drain system.Crew stole my new sump pump and replaced it with non working unit.Also job not completed but they were paid in full.Business Response
Date: 03/06/2023
To Whom It May *************************** you for the feedback. After looking into the complaint and the customer file I learned that the sump pump we took out was not operational, but we did return it after the homeowner requested it back. Today our ******* is there to review their concerns and make some adjustments to satisfy the customer.
Thank you
-*******************
Customer Answer
Date: 03/06/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They immediately reached out to resolve all issues and misunderstandings.Regards,
***********************************
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