Complaints

The 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:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I hired and entered into a maintenance contract with Quality Degree starting in 2019. I renewed my agreement with them through 2022. During those years, ***** would service my HVAC system 2x per year. Never any major issues.On January 12, 2023, a different tech with Quality Degree named ***** came out to perform my system maintenance. He told me my furnace had a very orange flame, the burner box and burners were charred and corroding, when the fan turned on the flame would become more orange, and all of this is signs of a cracked heat exchange. He told me my system was in bad condition, that the condensate pump sounded like it was going bad, and my system should be red flagged and replaced. He then went on to say he wanted to have their new system replacement tech come out to quote me a new system.***** and the new system tech Austyn came out the next day. They both said that my heat exchange has a crack in the system and it isnt safe to use. I was told the crack can tear at any moment and carbon monoxide can spread throughout the entire house at the ***** level and will be deadly. I was given a quote of $50,000.00 for a brand new Bosch heat pump ********* the time of the second appointment, my advanced thermostat settings were changed, unbeknownst to me, to lock out my furnace to where the heat pump would run down to 20 degrees. The default settings, I found out later, is the heat pump stops running below 40 degrees and the propane furnace kicks on. It comes set from the factory like this because it is the most energy efficient way to use your heat pump and furnace. Due to the fact that the advanced settings were changed by ***** or Austyn, my electricity bill skyrocketed. I did not catch this for three months time and Im now left with paying an extra $600.00 to my electric company because my heat pump was running constantly.I would like to be compensated for the $600. Four other companies evaluated my system and said its completely safe to use.

  Customer Answer

  Date: 07/22/2024

  Since filing my complaint with BBB, I have not heard anything from Quality Degree, Inc.

  Prior to filing this complaint, I tried to resolve this matter with the business. They refuse my request to speak with the owner. The supervisor I spoke with doesnt accept any responsibility and said they didnt do anything wrong. 

  Business Response

  Date: 10/01/2024

   
  
  This person is not a customer of ours.  We went to his home to address an issue he was having with his system.  We recommended a replacement system due to the age of the current system.  He chose not to move forward and went with a different company.
  
   
  
  We did not touch his thermostat.  

  
  
   

   

  Thank you,

  ******

   

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

  Customer Answer

  Date: 10/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21840428
  
  I am rejecting this response because:

  I started as a customer with ********************** in June 2019. I was a customer for a number of years. 
  

  After Quality Degree said I needed a complete HVAC replacement of both systems, I got four other opinions. None of them said I needed a new system or that there was any dangerous carbon, as Quality stated. I was with these four other companies while they were here and none of them touched the thermostat. 
  

  Subsequently, I agreed to have Quality Degree send out a senior technician. He concluded I didnt need a new system and it was safe to continue using. 
  

  My electric bill went up $600, due to advanced settings being changed when Quality was here. I dont even know how to go into advanced settings. I found this out through a phone call with Carrier.
  

  When I previously asked the Quality Degree manager, who I reported to about this, to ask the technicians if they touched it, she would not respond. When I asked to speak with the owner, she said that wasnt possible and he isnt interested in taking to me about this. 

  
  
  Regards,
  
  *** ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/06/2023

  Type:Billing Issues
  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.

  I signed an annual contract with Quality Degree on 8/5/22 to become a Comfort Club member for annual servicing of my Gas Furnace and AC for a monthly payment of $23.95. This monthly payment was to be directly charged to my Credit card every month on the 5th of the month. On 2/5/23, my credit card was charged $25.95 instead of $23.95. When I called to inquire why, I was told that they had increased the monthly charge and notified all clients in November. I did not receive any such email. I stated that since this is an annual contract, they cannot change the terms mid-way. The rep and Supervisor (**** and *****) both insisted that since the contract does not specifically state that they will not increase the price, they can increase the price at any time. Since they had sent an email prior (which I did not get), my rate will go up. My only option is to either pay the higher rate or terminate the contract. They sent me the email at this time, and I am certain that I had not received this email prior to this time. Resolution I'd like - Maintain the monthly rate at $23.95 till the contract is up for renegotiation in August 2023.

  Business Response

  Date: 03/15/2023

  This customer was informed on 2-6-23 that we will honor the price until here fulfillment ends in August.

  Tell us why here...

  Customer Answer

  Date: 03/17/2023

  [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. However, my understanding is that the business honored my contractual agreement since  I complained. I do not see any evidence of the business changing their unethical practice for all existing contracts. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My wife and I had a mini split central ac system installed by this company. They did an excellent job, and we are totally satisfied with the quality and performance of this system. My complaint, however, is that after a one year period, they will not service this system unless we join their Comfort Club, which has benefits I just do not need. The cost of this mandatory club is $30/month, and they have just announced a price increase albeit minor, over that. They are shaking me down for $360+ dollars per year for an annual service call that should be between $150 and $180. Why not offer customers the option. Don't join this club and just pay for the annual service?

  Business Response

  Date: 03/15/2023

  We informed this customer that we only offer maintenance services through our comfort club program. We do not offer one off maintenance to any customers. He is free to have his annual maintenance performed by any company if he chooses to do so. The manufacture does not require us to perform the maintenance.   It just states in his warranty that he must provide proof of annual maintenance by any approved contractor, should he have a warranty event. But we do not offer annual maintenance services to anyone other than our club members. 
  
  Quality Degree, Inc.
  
  ********************* / Director of Product Development
  ************** /  ********************
  

  Customer Answer

  Date: 03/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  First of all, I am very pleased with the installation of our mini splits by this company.  What my complaint boils down to is this:  I was never told, by the salesman, that I would have to contribute $380 per year in order for them to perform basic maintenance. If you really think about this, it is outrageous.  I had Central air installed approximately 10 years ago at a vacation home in S. Jersey, and they never required such a program.  I am not certain that the ceo who responded to my claim is being truthful, as folks with ductwork may not be required to shell out this monthly fee - only those who chose mini splits.
  
  Regards,
  
  *********************