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Complaint Details
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Initial Complaint
04/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
9 months ago I contacted Mid America Exterior to request they replace my damaged windows (seal on window had allowed air in and discolored the inside of the window making it look dirty.) I had contacted them several times in the past regarding these windows because they had a lifetime warranty. After repeatedly contacting them to replace the damaged windows, I emailed the owner. He told me they no longer honor the lifetime warranty and that I would have to contact the place that made the windows on my own.
Business response
04/29/2024
I have reached out to customer via email. I explained that the window warranty is furnished and supported by the manufacturer which in this case is Great Lakes Windows. I communicated with customer in January 2023 by email. At that time I explained the warranty process and provided the name and telephone number for her to call. That was my last communication with her. I assumed she followed up with the warranty department here in Wichita and had things handled.
I let her know today that I would be happy to get involved and help to expedite the process. I feel confident that she will respond to my latest email and we will get this worked out in a timely manner.
Initial Complaint
07/06/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had Mid America Exteriors come to my house in January 2021 to replace my gutters and put leaf protection on all the gutters, which I assumed was completed when they completed the job. Now over two years later I have a leak in my roof and when the insurance adjuster got on my roof to look they let me know my gutters were completely clogged with leaves. I told them I had the leaf protector put on my gutters and he informed me that this is not correct cause I do not have any leaf protectors on my gutters. I then called Mid America Exteriors to let them know, which I was told there wasn’t anyone in the office to help me. I explained to them this was an emergency since my roof is now leaking and was told someone would call me the next day. I then called back the next day and was told that there was a mistake made and they should have put the lead protectors on my house and that they would be out when they had time to clean my gutters and put the leaf protectors on, and was told they are busy and it might be next week. I then called back and asked to talk to a manager, and again was told there wasn’t anyone who could talk to me and they would try to call me tomorrow. I am having a hard time getting in contact with anyone past the front desk employees who have told me they have nothing to do with the services and they can’t help me. I paid over $1700 for a product over two years ago that was not delivered.Business response
07/07/2023
I have resolved this complaint with the home owner. I am now waiting on her to decide when she would like gutter protection installed. She would like to wait until she has a new roof installed.Initial Complaint
01/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased windows 10/3/2018 with a lifetime guarantee. In March of 2021 a window fell apart. I made several phone calls before someone even came out to look at the window. I was told that at first that they were short staffed and then they were having trouble getting product. I have been more than patient to have this problem resolved. Now it is winter and the window will not close properly. The last call I made was in October.Business response
01/28/2022
Business Response /* (1000, 5, 2022/01/10) */ When we were notified of the the lift rail problem we immediately ordered a new sash that would come complete with a new lift rail. Unfortunately due to ongoing shipping and manufacturing issues that part is still on order. Our service tech when to this customers home and found that customer has not been locking the windows and this has allowed dirt and debris to build up. He also instructed our customer how to keep the windows in a locked position when closed. We have repaired the lift rail but will replace it with a new one when it becomes available. I believe all issues have been resolved. Mid America Exteriors service manager Troy ***** resolved all issues with customer present 1/10/2022
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.