Complaints

This profile includes complaints for Morgan Exteriors, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Morgan Exteriors, Inc.

  15915 N Florida Ave Lutz, FL 33549-8105

  
• 

  Morgan Exteriors, Inc.

  1255 La Quinta Dr STE 100 Orlando, FL 32809-7754

• 

  Morgan Exteriors, Inc.

  6151 Lake Worth Rd Greenacres, FL 33463-3074

• 

  Morgan Exteriors

  5220 Shad Rd #206 Jacksonville, FL 32257

• 

  Morgan Exteriors

  5220 Shad Rd #206 Jacksonville, FL 32257

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:10/07/2022

  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.

  In march 2020 we bought new windows from Morgan Exteriors, sales person was very nice not pushy.During Hurricane *** water was coming thru my windows in the Bedroom, the inside frame got so wet my shades fell and i had a little flood on the floor. I calledMorgan Exteriors and they came out the same day 10/3/22 to inspect, ****** a very nice young man checked the inside took pictures and told me they leaked and they would send some one out to replace the wet drywall and reseal the baseboards that came loose from being wet.On Wednesday the 10/5/22 i called Morgan Exteriors to see when they would come to fix the drywall, the girl was very nice and said she had the papers and they would call me back with an ETA. 10/7/22 they called and said they wont be doing anything because the leak was an act of God!. *** lived in this house for over 20 years and my old windows never leaked during any of the Hurricanes!. God didnt install my windows Morgan Exteriors did!If you give a 30 year warranty why wont you honor it? Why make a ridiculous excuse like that? The windows leak the inside frame is a mess i cant hang my shades the drywall fell down theres a big hole on top! And you tell me to call my Insurance!.We planned on replacing the rest of our windows, this time i will do research ,selling and installing is only half the job, the other half is standing behind your promise and not make excuses! An Act Of God !! Seriously?After talking to the office girl she ask me if i want the manager to call me to which i replied Yes, so i will hold my breath until then?.

  

  Business Response

  Date: 10/07/2022

  Dear Valued Customer,
  
  First, thank you for your business and the kind words in your complaint. The circumstances before us are certainly regretful.
  As well, we would like to thank you for taking the time today to speak to our corporate location.
  While the result of that conversation is not what either of us wanted, it was explained to you why the water damage is an insurance claim. You confirmed that the windows have not leaked since installation, through many rain storms, and prior to hurricane ***, that the amount of water to enter your home amounted to a puddle, not a flood, as you put in your complaint, and our service tech who came, confirmed minimal damage to the drywall.
  The water intrusion was as a result of the hurricane or tropical storm force wind driven rain, not because of any defect in the window or installation.
  You mentioned that there was an issue with a window having trouble staying up which sounds like a parts issue for the window and we will be in touch with you to address that.
  
  Morgan Exteriors Team

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18181761
  
  I am rejecting this response because:
  New Windows are not suppose to leak, my neighbor had his windows replaced at the same time same windows why did his not leak? As far as a Puddle, it was a lot more then a Puddle or did you come over to see? And as far as your comments more then twice  For me to ****** leaking windows because Aluminum wont leak but Your windows will? Aluminum fits tighter then yours? None of this makes sense ! Driven rain ? Huh? I am calling an expert to inspect the windows. Now i worry about ************** You are not a good company otherwise you would stand behind your products and workmanship!!! And not make excuses for a bad job 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/16/2022

  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.

  Paid in full. Windows installed 9/7, broken glass and frame on a sash . Tech noted this on final paperwork. No follow up from the company. No follow through after I have left 2 voice mails,and an email on their website. Only silence please check into this. Very shady.

  

  Business Response

  Date: 09/19/2022

  Dear Valued Customer,
  
  While we admit that your calls were not returned in a timely manner due to BOTH staff you reached out to being out of the office with Covid, we are certainly not deserved of a review like this!
  First, let us set the record straight with the **** that you have it in writing, from the day of install, that a replacement sash is needed for your project. Signed by both YOU and the installer and dated 9/7/22.
  Thieves? Really? Shame on you!!
  Secondly, we have not even been paid yet for your installation. What are you talking about full fare?
  Lastly, you spoke with our service coordinator on 9/12/22, AND our installation coordinator on 9/16/22 and you still leave a review like this? What a dishonest attempt to smear! Again, shame on you!
  We will be in touch with you via email when we have some information on when your replacement product will be here.
  
  Morgan Exteriors Team
  

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18032205
  
  I am rejecting this response because:

  
  It is untrue. I financed almost $6000 through Morgan's recommended loan provider. If they haven't been paid, they need to take that up with the lender. 

  My comments are true and relevant. Please Morgan, factually prove me wrong by fulfilling your contractual responsibility. I have fulfilled mine.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/20/2022

  Tell us why here...You are being completely dishonest and the attached documentation and recorded  calls will ABSOLUTELY prove that you are.
  You spoke to our service coordinator on 9/12/22 and you state, in the call, that it is fully understood by you what she explained about the process of getting replacement product. The recorded call has been provided with our response here. She explained it would be a matter of weeks and that we likely had already ordered it but that she would confirm.
  Additionally, attached is the document, signed by you and installer at installation, CLEARLY noting that a replacement sash was needed. This is your documentation that product is owed. It is dated the same  day as the installation.
  We have not requested the funding from the finance company because the project is not complete. Had we requested the funding, you would have been contacted to confirm completion. Therefore your statement about paying full fare IS untrue as you have not paid one red cent for your windows yet. WE, however, are 100% in at this point.
  Your replacement product will be to our distributor estimated on 11/5/22. Once we get through the holiday and confirm its arrival, we will be in touch to schedule our return and provide that product.
  We will no longer respond to the untruthful complaint and comments. You should be ashamed of yourself for being so dishonest.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:09/01/2022

  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.

  **** Hired H31****37303230373039H for Kitchen Remodel based off of the company's online reputation, listed as #** 2021 ******************** TOP ****************************************** article from EverConnect and how customer communication is crucial, that the owner is 4th generation Floridian and is an important community member noted from the ********************* "When it comes to hiring a firm to keep your home running at maximum efficiency..."The company did not send out a Brand Ambassador to keep the company's promise, nor did management reach out to solve the problems and concerns that were rising. Sales Rep hyped my new kitchen remodel up, talking with me about the cabinets and options. I was told the ** would template and create a virtual kitchen on the computer for me to view. The rendering of the kitchen was not stellar or even acceptable from what I had led to believe would be my dream kitchen. There was no Virtual Kitchen designer like shown on the internet- having a virtual vision board, but a countertopless set of cabinets in grey scale.Countless calls have been placed by me, looking for DREAM KITCHEN I had to pay $450 for drywall Angi's List referred the company touts 100% satisfaction guarantee. I feel that the company is marketing FALSE ADVERTISING and bait and switch- July 14 told to contact Regional mgr. -I called ,left msg.-No response, July 22 ordered granite. Before choosing granite I specifically inquired on what granite slabs I could choose from. I told *** and Affordable Granite who I was, who was doing my remodeling and who sent me. I also called after placing the order to confirm that the slab was available. I was informed that YES it was. Aug 1 ** templated the kitchen and stated it would be approximately 4 days for the counters to be cut and installed. AUG 8 I had to call to be told that someone else needed to come and template AGAIN this would be the 4th templating countertops and that I had to choose a different slab of granite.

  

  Business Response

  Date: 09/20/2022

  Dear Valued Customer
  
  We are sincerely sorry for the circumstances at hand. You are correct, your contract date is 5/16/22. Thank you very much for your business. Thank you for reiterating some of our accomplishments and accolades!
  
  We are very sorry that you feel we are marketing false advertising. The facts are separate and distinct from your feelings and some of those will be provided in our response. Our staff and management have been in touch with you through the entire process. The dates of those interactions are: 5/19, 5/20, 5/24, 5/31, 6/10, 7/6, 7/7, 7/11. On 7/11, the day the install started, there was significant drywall and electrical work that needed to be addressed that was not within the scope of our work. We are not licensed, certified electricians and the work done previously by your husband had to be addressed. This was addressed and the project moved to the phase of needing granite for the countertops. You spoke to a manager and a GM on 8/8 and 9/1.
  
  We do want and strive for customer satisfaction but within the parameters of what is written and agreed upon. Nothing more. Nothing less. Just because you file a BBB complaint DOES NOT mean you will get what you want. Particularly if it is not fair and not what was contracted for or agreed upon. Anything else is a simple attempt to smear to get what you want. Please chose another granite that is within the cost and sales range for your project and we will be happy to provide it for you. You chose something out of the cost/sales range. This has been explained to you. It is unfortunate that the granite store/people told you to pick whatever you wanted rather than provide choices based on your price range. You cannot get something that is $10,000.00 more than your sales price, for free. You can pay some more if you like.
  
  Measure twice and order once is a good mantra for the remodeling industry. We are certain we will have it right and apologize for the few remeasures to ensure customer satisfaction. Once your new choice has been made we are very close to completion of the project and look forward to it.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service 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.

  May, 2018, $15,000+, Window replacement for entire home, 25 year warranty The huge bay window repeatedly leaks. They replaced this window twice yet it has continued to leak. I requested service again a couple of months ago and the service tech came out and saw a small Crack on the wall outside and blamed it on that. I had this Crack inspected and was told it's cosmetic with no depth. The last 2 service calls I made them aware that I have photos and videos of the leaks that have damaged the blinds, window seal, sheet rock and wood flooring. They do not honor their warranty nor are they compensating me for the additional damages. This window needs to be properly replaced/installed. Please help.

  

  Business Response

  Date: 08/29/2022

  Dear Customer,
  
  We do apologize that you are experiencing issues with your windows.
  
  We do want to point out that this statement-They do not honor their warranty nor are they compensating me for the additional damages-is completely false and libelous and, if continued, will result in a Cease and Desist from out attorney. You have an intact manufacturer warranty and a guarantee from us. They are completely separate things.
  
  Here are the FACTS:
  Installation of all windows was 5/30/2018. Your windows passed an inspection by the building ********** of Hernando County on 6/7/2018. All finishing touches on your windows were completed on 7/1/2018 and we returned for, and completed, a small repair of some exterior trim/sealant on one window on 8/15/2018.
  We heard from you again on 4/19/2019. We arrived for another service on a window on 4/24/2019. On 6/6/2019 a window was serviced and completely reset. We also changed a lock on the sliding glass door we installed. We completely sealed any issues that *** have contributed to the leaking. Unfortunately, there was an interior window sill that was broken at the time. Addressing this did fall through the cracks and we are truly sorry. We did not hear from you again until 7/8/2020. You were scheduled for service on 7/15/2020 on the window. The broken sill was replaced at this time. It was determined that the glazing bead on the window was going bad. This is a manufacturer issue. Nonetheless, we returned on 7/23/2020 and addressed this issue. You contacted us again on 10/15/2020 about the same window and we returned on 11/3/2020 and addressed the windows, again. We did not hear from you again until 2/23/2021. In this instance you reported that, when you mowed, a rock kicked up and broke a window. There was NO mention of ANY leaking windows. We facilitated that the manufacturer replace the window at NO CHARGE despite it NOT being covered under their warranty due to the circumstances of how it was broken. This was 3/1/2021 and the window was FULLY replace on 4/21/2021, once the replacement product was received. We even repaired a torn screen while there. Thus far there are MULTIPLE instances of us honoring warranty facilitation. How are we not honoring the warranty?????
  We did not hear from you again until 5/22/2022, a Sunday. You were called on 5/23/2022 and a message was left on a scheduling date to, once again, return. You were scheduled for service that same day and we returned 5/26/2022. It was determined that the glazing bead, once again, was failing, a manufacturer issue, and we decided to order new glass and glazing bead for TWO fixed windows. We requested the product and were told the replacement product would be in by the end of July 2022. We were notified by our distributor that the product arrived on 7/5/2022. We were alerted that only glass for 1 window was received so we ask about this and our distributor reorders the product for the other window and we are told that this product will arrive in 1-2 weeks Our warehouse confirms that they received one piece of glass and bead on 8/5/2022 but the other still has not arrived. We ask, two times, where the other piece of glass is and finally our distributor, again, tells us they need to reorder it for a second time. We are told on 8/23/2022 that the second piece of glass, which we requested early in ***** will still not be to us for another 3-5 weeks.
  We have a significant and beefy ************* stamped database, emails, recorded calls, all that can be presented to substantiate the timeline above. Once again, once we have the product needed, from the manufacturer, we will AGAIN return and address your concerns and issues with your windows.
  It is of note that there is not one mention of- I requested service again a couple of months ago and the service tech came out and saw a small Crack on the wall outside and blamed it on that- to the contrary, our service tech notes CLEARLY in our database that the glazing bead is failing on the window, again, and, again, a MANUFACTURER issue and we will replace the product, again, under warranty, once we receive all the product requested. It is also of note that you have not asked to be compensated for anything. There are no indications that it has anything to do with anything other than a faulty window. If you seek compensation for something, ask the manufacturer. ******** order number ****** and their **************** Contact number is **************. At this link-- https://www.********.com/contact-us/-- you can request a warranty claim and the manufacturer will handle directly with you, if you think this is a better route than going through us.
  We will be in contact once we have all we have requested and get your windows taken care of.
  
  Morgan Exteriors Team
  

• Initial Complaint

  Date:08/25/2022

  Type:Billing 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.

  The company installed windows in my house in July. Once the installation was complete, I noticed one of the windows isn't correctly fitting within the frame and another window got the sill broken when they put it in.I called Morgan 7 times since then. The first time they asked me to send pictures and they would call back after reviewing those pictures. I sent the pictures and they never called back.After a week of waiting, I called them again, to which they stated they would look into it.The next time they said someone from the other office would call me because it was with another office.The next call I spoke to who sounded like a manager from the main office who transferred me to another lady who then requested the pictures again. I stayed on the line with them this time and she looked at the pictures and said her "person" that services this area would call to schedule a time.I called two more times and they said they would return and haven't yet.After 7 calls and almost 2 months, I feel my only option is to get help to resolve this since they are either extremely disorganized or uncaring. Either option doesn't provide me with a route for resolution.I appreciate the assistance and am looking forward to a response.

  

  Business Response

  Date: 09/22/2022

  Dear Valued Customer,
  
  Our apologies for the issues that were experienced as well as our delayed response.
  
  As of this response, after speaking with **************, management as well as our service tech have been to the home. The cracked interior marble sill has been replaced and the issue with the window has been determined to be a manufacturer defect and replacement product is on order. We will keep you updated on the arrival of the replacement product and get that installed as soon as we can. Please be assured that we will get everything taken care of and your window project wrapped up.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:07/22/2022

  Type:Billing 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.

  On September 9, 2021 I paid Morgan Exteriors $16,000.00 For eleven new windows in my home. Several inspections have failed and the job has still not been completed. I keep calling, They keep scheduling appointments and they continue to not show up. No calls, they just don't show. ****** and *******************

  Customer Answer

  Date: 08/11/2022

  Morgan Exteriors have contacted us and say they will complete to our satisfaction the problem but it hasn't been taken care of as of August 12, 2022
  ***********************
  *******************

  

  Business Response

  Date: 09/22/2022

  Dear Valued Customer,
  
  Our sincere apologies for the issues that were experienced as well as our delay in response. As of this response, after speaking to **************, the inspection is passed and everything is complete with the windows and there are some screens that need to be delivered and some minor post inspection steps.
  You have our assurances that this will be taken care of.
  
  Morgan ExteriorsTeam

• Initial Complaint

  Date:07/20/2022

  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.

  We purchased late Jan Feb 22 exterior door and wanted them to put antique brass not hard to do like I told them ordered antique brass again ANTIQUE BRASS we got silver hardware. It was their mistake. They came out second time and brought BRONZE last time I looked bronze wasn't antique brass. The young ladies told me we signed off on it for bronze went back to phone and no we didn't sign off on bronze. She continue to say customer is wrong. Even when the guy who came out and put the doors on put on paper to let the no that they got wrong hardware. Now the salesman told us to go to Lowes and buy hardware. Fast talking man we had a hard time when he was at our home to shut up. We cared less if his sister is the richest women and knows trump. He didn't impress us. It's sad that this company can't get something so small right. They said they have been trying to reach dav on phone they lied last time we got message is in April saying they have bronze . We didn't answer. We are tired of this company all they have to do is put the right hard ware on the door. I even sent them messages that hardware is to be antique brass and we will pay them. We would. !ike to be done with this company now I no why they have a 3.7 on how the company rates. I wish i would have done more checking I would have never used this company. I have read complaints and I see where the Morgan crimp comes and blames the customer. I'm sure they won't except that the screwed up. Thank god they don't work in medical if I treated my patients like the they treat their customers I would have been dismissed. If you are thinking of using this company read complaints and also Morgan come back to customers.

  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/20) */ Dear valued customer, We are truly sorry for the circumstances at hand. We have provided the same documentation here in reply, as was provided by our office in an email of 7/19/2022. You contracted with us to replace your front entry door on January 26,2022. Written on the contract originally was satin nickel for the hardware choice. On February 24, 2022, there was an email exchange between your sales representative and you both, that clarified particulars with the doors and the fact that we would be painting it after inspection. The email provided here in reply, CLEARLY states Victorian Bronze for the hardware choice and CLEARLY provides your approval. It is true that the first mistake was on us, in that we ordered the satin nickel hardware, overlooking the change agreed upon. The error was discovered the day of installation and our ordering department even admits to the error in the notes for your profile. 6/1/2022 11:53 AM Contact Note Asked for a change order to confirm which door insert they wanted since the contract had 2 written and I did not see that the hardware color changed as well in the email......Asked BHI to please reorder this hardware in victorian bronze Nonetheless, we immediately ordered the hardware AGREED TO IN THE EMAIL PROVIDED OF February 24, 2022. We received the hardware and unfortunately the first service appointment had to be rescheduled at your request. When we arrived with the hardware that was agreed upon by you, it was refused as it did not match another door in the home that we did not install. The call that was made to Mr. **** on 7/19/2022 has been provided as well, as you were told, we were not able to leave a message as the voice mail box was not set up. You can see that the call provided is the correct number and the recording clearly states that the voice mail is not set up yet. We called Mr. **** today and confirmed that we had been calling the right number as he picked up the phone. As was explained to you on the call of 7/19/2022, you could purchase hardware of your own choosing and we would install it, or we could order the only lock set that we can get in the color that you want, Victorian Bronze, but there would be a charge for us to order it as we have ordered what was agreed upon and there was never any agreement to match the color of hardware on doors that we did not install. You cite that there were messages sent to us about "antique brass". We are not in receipt of such messages and "antique brass" it not in anything that we currently have in writing. If you can provide those messages in a new unit of time we would like to see them. Morgan Exteriors Team Consumer Response /* (3000, 7, 2022/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never ok bronze in a email and I beat they can't show where we ok email.im note paying for their mistake I know what antique brass if told them since the end of Jan antique brass. This surprise me that they blame customers yu can go look at other people's complaints and this company attacks they are wrong comp right. If they want paid they will get antique brass like we have asked them to get and when the job is done and inspected we will be gladly to pay these people. Like I said yu can go to comp reviewers and see how the blame customer. They are a night made. We just want them out of our hair. Please please won't be job the way we asked for it to be done

• Initial Complaint

  Date:05/23/2022

  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 contracted with Morgan exterior to replace all the windows in my condominium In May 5, 2021 I received a letter thanking me for my contractOn May 6, 2021 I received an email from Morgan exteriors assigning me a project manager that would be with me throughout the project. On May 7, 2021 Morgan exterior submitted a request for architectural approval to my homeowners association. And the replacement windows were approved by the homeowners association on July 21, 2021 on December 24th I received a welcome letter from Morgan exteriors letting me know what financial company will be helping with my payments which will begin on 7/23/22 on 29, Dec 2021 I paid the inspection fee for $235 To date the job has not completely been finished they installed trim which is around the sliding glass doors which is not completed properly and is falling off we have one sliding door screen installed without a latch for the screen the other sliding doors in my house does not have a screen and windows in my bedroom I have two sliding windows which have no screens and an inspection has not been done yet I have been more than patient and called them every other week for months now and they keep telling me they were going to fix it and send somebody out and that never happens I even have an email telling me what we had discussed over the phone that needs to be fixed that conversation was with the manager and every time I have a conversation they say they are going to do something about it and they never do. This is 22 May 2022 and the project is still not finished please help me get this project finished to my satisfaction I have already started to pay the loan off and it seems like because they already have the money and I'm paying the loan off they don't have a responsibility to finish the project

  

  Business Response

  Date: 06/15/2022

  Consumer Response /* (2000, 10, 2022/06/13) */ I was not able to update the status on my job with Morgan exteriors they came out yesterday and finished all but two screens for my bedroom so they're already ordered so they're waiting for them to come in and as soon as they come in they will come out and put them in so I'm very happy that they're finishing the job thank you for your help

• Initial Complaint

  Date:05/17/2022

  Type:Delivery 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.

  date of transaction: 2/24/2022 no money down no finance documentation received (as requested)

  

  Business Response

  Date: 07/05/2022

  Consumer Response /* (3000, 13, 2022/06/14) */ ***Document Attached*** Received the attached letter Today:

• Initial Complaint

  Date:05/10/2022

  Type:Billing 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.

  contract signed 11/23/2020 for $13253.55. Work started March 25, 2021 and the last day they sent someone out was March 21, 2022. Besides the job being a horrible experience I am still left with a door that is not installed properly and definetly does not look new. Problems with striker, weather stripping torn corners not matching up around window in door. Was promised in a email from their liason Susan M. that they were getting new door. There also was an issue about my door that was replaced was taken by their employees and was suppose to be brought back. After some issues on that I was suppose to get a replacement door and hardware to replace the one that was taken. Now Aaron, installation supervisor, says they are doing nothing. DO NOT KNOW WHY. There were many things that went wrong with this job as you can see by the length of time it took to complete. At this time I would be satisfied if we could rectify these 2 issues.

  

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 11, 2022/06/13) */ Dear Ms. ******, Why do you have to be dishonest as well as leave SO MANY facts out of your complaint? You have tried to push this narrative for several months now, with us, with Service Finance Company, With Five Star Rated, and now the BBB. Luckily we have all the facts substantiated in emails, recorded calls, pictures, technician write ups and a robustly time and date stamped database. You received ALL NEW PRODUCT for every aspect of your installation over the period of time which you present in your complaint. MOST OF THE TIME FRAME YOU PRESENT WAS WAITNING ON PRODUCT OR REPLACEMENT PRODUCT. Again, ALL NEW PRODUCT. An all new door and all new windows, from the initial installation. We have everything documented with pictures and write ups from our last visits with you. Every concern documented was addressed. The two remaining issues at that time, a SMALL nick in the top of the door that cannot even be seen while door is closed and only if you use a step stool to take a picture and a gap the width of a fingernail at the top corner of the beauty ring on your entry door. THAT IS IT. These two points EASILY addressed when you have the door painted. Applying wood putty to the SMALL nick and caulking to the gap that could barely fit a fingernail, will resolve those two issues. We have replaced all window and door product, repaired drywall, stucco, and so on, in your home and passed an inspection on the installation on 11/23/2021. We have installers and service technicians that refuse to return to your home, with one of them stating-" We could give them gold and they'd still be unhappy". The striker you cite in your complaint has been replaced THREE TIMES! Refunding your project is not an option and will not occur. If you have a legitimate service issue, go to our website-morganexteriorsinc.com-and submit a service request. We will take it from there. To state that your project is not finished is a complete untruth and it should be noted in reply. Morgan Exteriors Team Consumer Response /* (3000, 13, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not a dishonest person by any means. I am over 70 and you have not met your promises. Yes time frame has been waiting on product but if the first install had been done by competent employees we would have never had any of these issues that remain today. Each time you were out new problems and issues resulted from the first installers. Now there are only a couple of issues that remain. My door and lock that was taken by first installers which you stated in an email would be replace and the few issues that remain on the new door that was installed. Those issues mainly revolve around the striker that i can present pictures of how you left it. Yes some of the other issues are minor and that being said they are so minor that I do not know why you are being so disrespectful in your attitude to doing something to resolve. As far as your employee saying i would not be happy if you gave me gold is just ignorant. Yes you have tried to install striker several times also you have tried to install door correctly more than once every problem you run into is a result of your first installers doing such a horrible job and botching everything up making it difficult to repair there mess ups. The last installer who worked on the door and myself discussed waiting to finish those repairs because at that time we were suppose to get a new slab and it would be stupid to replace weather stripping and do any adjustments to the striker etc until we had new slab. When things changed on your part and you decided not to replace slab you never came out and finished the other repairs to door. Instead i would just hear from Aaron that nothing else was being done to door. None of this was my fault nor was i being hard to get along with. The fault lies completely with the installers you first hired to do my job. You have even admitted that they were incompetent but I am the one that had to deal with this unusual and lengthly install. I went to your service team and was just directed same as always nothing else being done to door. Sent pictures also. So i do not know what to do about the door install. In your response you did not address the replacement door and and lock you said would be replaced. Would like some resoulution on that. That being said i do like the windows very much. If you had sent competent experienced installers out when the job was first started we would never have had this bad experience. This lays on you not me. I have been patient and open to having you in my home several times to repair those awful first installers mess ups. Also there have been several of your installers that have commented on the errors that were found and they too said that they would ask the same questions and expect the same problems to be taken care of that i was asking to have done Business Response /* (4000, 15, 2022/06/27) */ Ms. ******. We have the same email about replacing the door that was mistakenly taken and that you wanted to keep, and the agreement was when we had a door that could replace the one needed, we would provide it to you. That has not changed. You were aware that an exact match would take time. Leaving those facts out is deceitful. You were given a new door slab and in your complaint you say it was not replaced and that is dishonest. You also say that Aaron told you we would do nothing more. You leave out the parts of the conversation and what he said we would do. That is deceitful. You purvey that the original install had issues but you fail to disclose the FACT that ALL your windows and door were replaced with ALL NEW product. You fail to disclose that waiting on new product BOTH times is what the majority of the time line is. That is deceitful. The complaint, laden with omissions, is nothing more than a weak attempt to discredit, not an attempt to resolve anything. If you would like service issues addressed you can call and speak to our service coordinator or register a service request via our website. Please do one or the other. As your project has been full addressed, we will no longer respond to this complaint as, again, it is an attempt to discredit and slander and not something that needs to be resolved. Your project has already been FULLY addressed. Morgan Exteriors Team