Complaints

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

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  Midtown Home Improvements Inc.

  120 Resource Dr Wentzville, MO 63385-1560

  
• 

  Midtown Home Improvements Inc.

  555 NW Blue Pkwy Ste B Lees Summit, MO 64063-1885

  
• 

  Midtown Home Improvements

  1400 Donelson Pike Suite A20 Nashville, TN 37217-2934

  
• 

  Midtown Home Improvements Inc.

  1875 Mitchell Rd SE Ste B Mableton, GA 30126

• 

  Midtown Home Improvements, Inc.

  4420 E 142nd St Grandview, MO 64030

  

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:04/14/2025

  Type:Service or Repair 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.

  Siding purchase 10/22 not installed until December promise date was November 22. Siding bubbles has been replaced a number of times with same results. New siding picked out and now ghosted by midtown. I want a full refund and will take my business elsewhere as Ive been promised and lied to by ******* and Midtown since Oct of 2022

  

  Business Response

  Date: 04/18/2025

  ******,
  
  We want to offer some clarity regarding the communication and ongoing issues you've experienced with your siding. Please know this was never our intention at Midtown, and we sincerely apologize for the frustration and inconvenience this has caused.
  
  After assessing the situation, our vendor agreed it appears the bubbling may be due to extended exposure to direct sunlight on the affected area. Weve been working closely with our vendor, and they recommended a full upgrade to the existing siding. At this point, they are simply waiting for you to select a new color. Once chosen, the vendor will coordinate all steps necessary to complete the replacement.
  
  Our General Manager reached out to you by phone on April 17, 2025, in an effort to explain this directly but was only able to leave a voicemail.
  
  Please know we remain committed to resolving this matter as quickly and respectfully as possible. Our vendor and ** will be reaching out again soon to assist with next steps and ensure everything is handled to your satisfaction.
  
  Thank you again for your feedback. We truly value your patience and the opportunity to make this right.
  
  Midtown Home Improvements Management 

  Customer Answer

  Date: 04/18/2025

  Complaint: 23203420
  
  I have reviewed the business' response and am rejecting it because:
  
  Numerous times we have been told that this would be taken care of yet it still remains the same. Anytime I reach out Im told how sorry Midtown is and that the issue will be resolved. Well over a month ago I was told to choose a new color which I did within 15 minutes and have never been contacted since. I only get lip service from Midtown and no action. I have an extremely unhappy with who comes home daily and looks at a siding job that is completely unacceptable and nothing gets done to fix it. The entire experience has been a joke from day one. Lied to about dates and times,lied to when told about the solution to fix the siding. Im currently seeking a new contractor and legal action. 3 years and still have an incomplete,inadequate,inferior job.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/24/2025

  Dear ****** & ******,
  Wed like to clarify that the issue in question is a manufacturer defect, as identified by the manufacturer, and is not related to the installation performed by Midtown Home Improvements. The manufacturer has taken full responsibility, is supplying upgraded siding, and will be handling the installation.
  Weve been actively communicating with the manufacturer and have CCd you on the correspondence. They are aware of your color selection and are working toward a resolution.
  Following the initial rejection, our General Manager attempted to contact you to confirm whether you intended to cancel the upgraded siding project. A voicemail was left requesting clarification. Then, at 12:54 PM, 24 April 2025, we received an email from you confirming that you do not wish to cancel the upgraded siding project.
  To reiterate: this is a manufacturer defect, not an installation issue by Midtown Home Improvements. Based on your most recent communication, we understand that you wish to move forward with the upgraded siding that the vendor is offering.
  We hope this brings clarity to the situation and offers some peace of mind. At Midtown, we value every customer and are committed to resolving all issues in a fair and timely manner.
  Sincerely,
  Midtown Home Improvements Management

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  While we accept the fact that the manufacturer will handle this we havent talked to anyone at ****** as of 4/25/25 and still have no idea when our situation will be fixed. The timely manner comment is without a doubt nothing further from the truth as it is ******************************* 2022. This is now the 4th person we have spoken to that has said the issue will be resolved yet it is not. So I believe nothing said by midtown until I see it with my own eyes as everything that has been told to us so far is just lip service.
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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 had my deck screened in by the business in Nov/Dec 2024, since then when it rains I have had a 2 leaks in the roof of my deck. I have contacted the business, and they have sent someone out to my home 3 separate times to look at it and it was not resolved because when it rained again it still leaks. I have since contacted the business and after they sent out repairmen again there was a communication barrier and nothing was done. When I spoke with ******** she told me she would have to talk to *****, which I assume manages the workers, but he has been out of the office.

  

  Business Response

  Date: 04/01/2025

  Hi *******,
  Thank you for sharing your feedback. We understand how frustrating this situation has been for you, and we are fully committed to resolving it.Unfortunately, the unpredictable winter weather in our area over the past few months has made it difficult for our team to safely complete the necessary work.

  
  That being said, our Production Manager will be reaching out to you to schedule a visit to your home. They will assess the issue and determine the best steps to resolve it. Midtown Home Improvements is dedicated to finishing the job and ensuring your complete satisfaction.

  
  Thank you for your patience,
  Midtown Home Improvements Management

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* ********

  I will accept this offer to completely satisfy me just as long as you do not forget me. I would really like to enjoy my screened in deck without getting soaked when it rains. And I do not want to lose my pavers surrounding my patio in th yard because of erosion from rain fall being dumped out in the yard

  I know your company does excellent work  I had both of my patio sliding doors installed by your company and I am very pleased with these  (work was done in2019)

   

• Initial Complaint

  Date:02/17/2025

  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 MHC for a roof replacement and ceiling repair due to a leak. Unfortunately, I experienced poor workmanship, lack of transparency, and careless cleanup. Despite raising concerns, the issues remain unresolved.After installation, my ceiling developed another leak in the same area, ruining the patch they had just completed due to improper sealing. When they returned to fix it, they left a hole in the ceiling and didnt repair the new damage. Another roofing company later pointed out improper flashing, low-quality shingles, and that old shingles were left on the vent cap, raising concerns about the work.Cleanup was also poor. They assured me they would use a magnet sweep, but security footage showed workers using a yard blower instead. I found nails, metal shards, and staples in my driveway and yard, creating a safety hazard, especially for my children.The sales process felt misleading. They started with a high price, then applied a discount that seemed like a tactic rather than a true deal. Financing terms werent fully explained, leading to a higher-than-expected interest rate. The ceiling repair was just a small patch job but was significantly overpriced. When I questioned the cost, they claimed it was due to a minimum service charge, which was never disclosed. After the job, they tried to justify the poor ceiling repair by claiming the discountoriginally meant to offset financing costswas actually for that work. This was never discussed and felt deceptive.They also agreed to issue a partial refund, but I have been waiting over three weeks with no resolution.I request a full refund for the ceiling repair, a partial refund for the roofing job, proper cleanup, and a commitment to better transparency. For such a major investment (-$19000) I expected professionalism, but this company failed to deliver. I am submitting this complaint to hold them accountable.

  

  Business Response

  Date: 02/18/2025

  ************************************** purchased their roof on January 26, 2025. We scheduled their installation promptly, completing the project on January 29. At the time, the client did not raise any concerns about the cleanliness of the installationonly inquired about the ceiling repair.
  The client's ceiling had a pre-existing hole due to a prior roof leak. Since it was a plaster ceiling, we promptly sent one of our kitchen/bath technicians on January 31 to complete the patchwork. The client expected a full ceiling replacement, but the contract clearly stated a repair. After completing the work, the client requested a discount, claiming they were overcharged. Our ** explained that the charge for the ceiling repair had already been refunded due to financing issues.
  All financing is handled by third-party lenders, and we have no control over interest rates. After contract approval, the client received a higher interest rate than expected, so we adjusted the contract by applying a $1,174 credit to assist with the overall cost. We clarified that while this credit was initially provided for financing, it also covered the plaster repair. To further accommodate the client, we offered an additional $500 discount. We also explained that refund checks typically take 34 weeks to process and mail.
  On February 10, the client reported a roof leak. We immediately dispatched a roofer to address the issue, and the repair was completed. We acknowledge that the ceiling needs to be patched again due to this leak, and we are working to have a technician there by the end of the week, weather permitting. A $500 refund check has already been sent, and the client should receive it soon, though we have no control over mail delivery times.
  We find it noteworthy that the roof has been completed for only two weeks, and the client has received a total of $1,674 in credits for repairs and financing assistance. Regarding claims of low-quality shingles and old shingles left on a vent cap, we have photo documentation confirming that the entire roof was removed, and new decking was installed due to the homes original 1x planking.
  At Midtown, we stand by our warranties and promptly address any client concerns. Since our last service visit, the client has not reached out to us. As scheduled, we will complete the ceiling patch repair this week, weather permitting. However, we will not be offering any further discounts. We remain committed to addressing installation concerns and honoring our warranties.

• Initial Complaint

  Date:02/13/2025

  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.

  On 5/31/2024, Midtown Home Improvements gave me a bid on replacing my roof. The bid was for $20,377, I about had a heart attack the salesman then said that everything has doubled in cost since 2020 as he added that their prices will be going up again real soon but if I would sign today and give down payment that would guarantee that I wont be effected with any price increase. I believe him so I wrote a check for $5,377 making balance $15,000. I got a call from them 7/2/24 saying they would call me Monday after holiday weekend to schedule job. Next day 7/3/24 @ 6:45am a pick up truck arrived with 6guys to start work? They put their ladders against my gutters bending them all up, it sounded and felt like they were going to fall thru my roof, knocking 2 pictures off my wall. I went out to check with them but none of them spoke English and office was closed. Crew finished up leaving several roofing nails in my front and back yard. 4 days later it rained and water poured in through the exhaust fan in my 2nd bathroom. A guy came out and said that the crew forgot to caulk around the exhaust fan but he got it. 2days later it rained again and water started pouring in 1st bathroom exhaust fan and thru one of my light fixtures (still doesnt work) so guy came out and chaulked around that fan. More water spots started showing up on my ceiling. Someone from Midtown Home Improvements came out to look at all the issues that I was dealing with, in 10/2024. Upon his arrival he was more shocked that my home was a double wide. He sprayed some Kilz to cover up multiple water stains. As he left he said the office would call me to schedule the electrical issues, installing 2new exhaust fans and painting all of the ceilings.. No one ever called.. I have called them numerous times, left many messages with no response. So I called from friends phone as potential customer asked for bid to put new roof on my double wide and that is when they told me that they dont do mobile homes

  

  Business Response

  Date: 02/19/2025

  Hi *****,
  We greatly value your business and appreciate your feedback. According to our records, the roof was purchased on May 31, 2024, and the project was completed on July 8, 2024. You first reached out to us on July 10, 2024, regarding a leak, and we promptly sent our roofing crew on July 12 to address the issue.
  In September, you contacted us again about another leak. We responded by sending our service technician on September 16 and September 27 to assess the situation. During these visits, you mentioned that your son had accidentally damaged the exhaust fan while attempting to install a new one. Upon inspection, we found that the moisture was due to condensation from the improperly installed exhaust fan. Additionally, we checked the light fixture and confirmed that no leak was related to the roof. Since these repairs fell outside the scope of roofing work, we recommended consulting a handyman for assistance.
  We have not received further calls or messages about this matter since September, but we are more than happy to revisit the situation and reassess if needed.
  Regarding your concern about the type of home, Midtown does not work on mobile home trailers. However, your residence is a modular home with a formed/poured foundation, which is different from a mobile home.
  Midtown stands by its warranties, and if you reach out to our service department, well be happy to send a technician to inspect your roof.
  Best regards,
  
  Midtown Home Improvements

  Customer Answer

  Date: 02/27/2025

  Complaint: 22937518
  
  I have reviewed the business' response and am rejecting it because: 

  Everything that the business has stated is false. I have several items in my homes that needs to be repair.  I am still having problems with my roof and water is coming in from exhaust fan every time it rains. I have water spots on my ceiling. The roofers didn't seal around air vents on the roof. The Employees that had working on my house they bent my gutters. I ask for new exhaust fans.  The workmanship is of poor quality and I want all the work that has been done corrected.  This is a manufactory home and use differ material than a brick home. 
  
  
  
  Sincerely,
  
  ***** ************

  

  Business Response

  Date: 03/04/2025

  Hi *****,
  We have serviced your home on multiple occasions: July 12th, 2024, September 16th, 2024, and September 27th, 2024. During these visits, weve had several conversations, but unfortunately, these discussions either became hostile or ended abruptly with you hanging up the phone. On February 25th, 2025, you mentioned wanting your bathroom ceilings repainted, and we offered to send a painting company to handle this, but you declined.
  We have explained that the necessary repairs are due to improper exhaust fan installation, which falls outside the scope of the roofing warranty. We recommended the services of a handyman to address this issue. Additionally, **** offered to revisit the situation and reassess it, but you have declined that offer as well.
  You informed our GM that you would like your insurance adjuster to review the work weve done, and that you prefer Midtown not contact you further. You stated you will reach out to us when you're ready.
  Midtown Home Improvements has made every effort to resolve this matter amicably. We stand by the work of our crews and the warranties we provide.

  Midtown Home Improvements Management 

  Customer Answer

  Date: 03/11/2025

  Attached please find some of the countless calls that I made to Midtown, when they claimed that I never called them back since September 24.  Also note pictures of exhaust fans in my two bathrooms where the water came ******* in , just a few days after they completed my roof and it rained.  They stated that my son broke my exhaust fans, my son has autism, there is no possible way that would ever happen!  Light fixture that rain also came through, in my matter bathroom,is what caused it to short out, it worked perfectly fine before rain came through it.  I also have proof that they subcontracted my job out to.  I did not know how to put that on here, but I have it just the same.  

  Customer Answer

  Date: 03/11/2025

  As time goes on, more darkened areas on my ceiling  are starting to show up even in the master bedroom,    Note the exhaust fans, where the rain water come flowing in through into my home, only 3days after they installed my new roof.  They said that my son broke the exhaust fans when trying to replace  them?   My son has Disabled/Autism and there is absolutely no way that could have ever happened.   

• Initial Complaint

  Date:01/31/2025

  Type:Sales and Advertising 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.

  These canvassers operate in cities without following local ordinances. They solicit without a permit. I have told them to stop calling, stop showing up at my home. Last night, 3 solicitors refused to leave after being told. I have contacted the city of **********. Continuous calls, continuos door knocks (even on Sundays - all on video) just non stop harassment.

  

  Business Response

  Date: 02/03/2025

  *****,

  Thank you for bringing this matter to our attention. We take complaints like yours very seriously and apologize for the frustration youve experienced. It is never our intention to cause any inconvenience or harassment to residents.
  Weve taken note of your request for the canvassers to cease their visits, and we will make sure to reinforce this instruction with our team immediately. We value your feedback and will continue to monitor our team to ensure this doesnt happen again.

  Thank you for your patience, and again, we apologize for the inconvenience caused.

  Midtown Home Improvements

  Customer Answer

  Date: 02/03/2025

  Complaint: 22882330
  
  I have reviewed the business' response and am rejecting it because:

  We have been told this before. The 3 canvassing in my neighborhood literally laughed in my face at my frustration. They told me they dont care. If this company cared about how people feel, they would follow the ordinances and not solicit without a permit. Also not bother people clearly not interested. I told them over 3 months ago to leave me alone, and they had this same tired response then and nothing changed. 
  
  
  Sincerely,
  
  Addam

  

  Business Response

  Date: 02/03/2025

  *****,

  Thank you again for bringing this matter to our attention. We take all complaints very seriously and apologize for any frustration this has caused. It is never our intention to cause any inconvenience or harassment to residents.
  Regarding the repeated visits and calls, we are implementing stricter controls to ensure no further disruptions to your home. Your file has been updated to reflect your Do Not Contact status, and we appreciate you speaking with us on September 21st, 2024. Our intent was to follow up on your request to wait until early 2025 to schedule a sales appointment for the fence project discussed with our Telemarketing Team. While we would love the opportunity to discuss that project further, we will respect your request and will not contact you again unless you reach out to us.
  We hope this clears up any confusion regarding our attempts to contact you, and that our response meets your expectations for resolving this complaint.

  Midtown Home Improvements

  Customer Answer

  Date: 02/04/2025

  Complaint: 22882330
  
  I have reviewed the business' response and am rejecting it because:
  
  first and foremost, I/we NEVER requested any sort of contact, ever. Not in 2025, not ever. My documentation will further evidence that fact. 
  
  Midtown Solicitation: Midtown Home Improvements (Midtown hereafter) approached my wife in late August/early September during a garage sale. Additionally, Midtowns policy requires both homeowners present, which creates a substantial scheduling conflict. Moreover, we find this policy personally objectionable, as it came across as sexist. As a result, Midtowns ethics, values, and principles do not align with ours, and we never initiated contact with them, except to request they cease communications. 

  
  Clear Refusal Ignored: Midtown was explicitly informed at least three months ago, through a ****** review, in person, and over the phone, that we were not interested. Despite this, we now learned of their intention to follow up in 2025. Midtowns actions indicate a blatant disregard for our refusal and a lack of respect for our boundaries. 

  
  Illegal Solicitation: As confirmed by the Wentzville City Clerk, Midtown Home Improvements is not conducting its solicitation activities lawfully, including obtaining the necessary permits.
  

  Harassment and Antagonistic Behavior: Following our complaint to the City of **********, Midtowns solicitors parked in front of our house the next day, seemingly to antagonize us. This unprofessional behavior indicates a lack of respect for residents' privacy and living spaces. As a result, I have discussed this issue with my neighbors, none of whom appreciate Midtowns sales tactics. I have also raised the matter with the City of **********, both at ********* and with the police, and will be notifying the **** Midtown says one thing, and does another. Consider this. 
  (Have pictures, wouldnt upload.)
  Sincerely,
  
  Addam A

  Customer Answer

  Date: 02/04/2025

  ****** review from 3 months ago. 

  Customer Answer

  Date: 02/04/2025

  Wentzville confirming no solicitor permit. 

  Customer Answer

  Date: 02/04/2025

  Solicitor Parked in front of my home. Intimidation/antagonizing the day of my letter to Wentzville 

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair 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 hired them to replace two exterior doors. The wait time to have it completed was 2 months out. A week after the doors were installed 12/16/24 one of the doors wasn't closing tightly and had a visible gap around the frame. Since then I have made four phone calls and sent an email with zero response. With the cold temperatures I am going to pay Spire twice as much as normal for heating costs and my electric bill is going to increase due to me running an electric heater down by the door to try to keep the furnance from running non stop. My 5K door looks so tacky with me putting paper and thin cloth between the door and frame to try to keep the cold air out. ******** customer service.

  

  Business Response

  Date: 01/22/2025

  Dear *******,
  We deeply regret that your experience didnt meet the standards we aim to provide at Midtown Home Improvements. We truly appreciate your patience and for giving us the opportunity to address these concerns.
  Thank you for speaking with our ** today and for allowing him to develop actionable solutions for our production team. These steps will be completed by today, January 22, 2025.
  We understand the stress this has caused, and we hope our swift response brings you comfort and resolves the issues at hand. At Midtown Home Improvements, were committed to offering the best possible experience for all of our customers, and your feedback plays a vital role in helping us refine our processes as we continue to grow.
  Thank you,
  Midtown Home Improvements Management

  Customer Answer

  Date: 01/22/2025

  I was contacted by management today and they had someone reach out to schedule the repair. They made the repair to the door today. There is no need to do anything further with the complaint. The door is working correctly. 

• Initial Complaint

  Date:01/08/2025

  Type:Order 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.

  The sales *** knocked on my door to sell me a roof, which I really needed, but could not afford. He offered 12 months same-as-cash financing, which I agreed to. Roof was installed, then I received a letter from the finance company saying first payment is due in 90 days. I called them (*************************** of **********, **), with no result. I then called Midtown, who insisted it was an error, and they would fix it. After multiple contacts with multiple employees over more than two months, they have gone from were working on it, to not responding at all. I just want them to honor the original agreement, which I have in writing. Payment is due in a few weeks, and paying it will be an extreme hardship for me, as a single mother of 2 young kids.

  

  Business Response

  Date: 01/15/2025

  Dear Coeli,
  We sincerely apologize for the inconvenience and stress this has caused you. At Midtown Home Improvements, we strive to ensure every customer experiences a seamless process from sales to production and through all financing opportunities. Unfortunately, there was an issue with the financing for your project. Our COO personally spoke with the leadership at the financing company to ensure you were properly taken care of. As a result, he secured a new loan for you, which will require your signature to proceed.
  He attempted to contact you on January 14, 2025, and left a voicemail with details, including his cell phone number for you to return his call.
  Midtown Home Improvements is committed to providing the best possible experience for all of our customers, and we truly appreciate your feedback. It helps us review and improve our processes as we continue to grow.
  Thank you,
  Midtown Home Improvements Management

  Customer Answer

  Date: 02/23/2025

  I thought this was resolved, but Im getting collections calls from a third party, and MidTown is not responding to my requests for help. The third party will not work with me - Ive tried.

  

  Business Response

  Date: 02/26/2025

  Coeli,
  We sincerely apologize for this situation. This is far from the experience we aim to provide our customers, and it certainly falls short of both your expectations and ours. We truly appreciate you taking the time to speak with us and provide all the details regarding the issue.
  Our leadership team has already begun working to resolve this for you. Please know that you are a valued customer of ********************, and we are committed to making this right. We will ensure that this does not happen again.

  Midtown Home Improvements Management 

  Customer Answer

  Date: 03/07/2025

  I am pretty sure they resolved this. They told me it was, but I was waiting for confirmation from a third party. Third party denied correction, but I THINK Midtown has since resolved it. 

• Initial Complaint

  Date:12/31/2024

  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.

  Purchased windows and siding which were installed in August 2023. 2of the windows were defective. One defective window was replaced, no problem. The 2nd window that was replaced April 4, 2024 did not match the rest of the windows. The contractor alleges they cannot match the window because of factory problem. The window that does not match is the middle of 3 windows that are adjacent to each other. The contractor is offered to replace the 3 windows but cannot guarantee color match. When the purchase was made, it was made with the understanding that all the windows throughout the house would match, this is not the case, I now have one window that does not match. The only way to resolve the problem would be replaced all the windows in the house or refund the money I paid for the windows.

  

  Business Response

  Date: 01/06/2025

  Dear *******,
  We sincerely apologize for the inconvenience youve experienced with your project. Weve made every effort to provide solutions and resolve this issue to the best of our ability.
  During the processfrom the sale date to the installation datethe manufacturer of the ******** window you purchased, ******, discontinued that product line. This is why the replacement window came from their Comfort Smart line. While the glass pack and structural integrity remain identical, we understand the frame design differs slightly. Unfortunately, we had no way of anticipating this change, which is also why we no longer work with Plygem.
  To address this situation, Midtown offered two potential resolutions:
  Reimbursing you fully for the one replaced window.
  Replacing all three windows with products from our new manufacturer, *******, completely free of charge. This would ensure all three windows match, though we want to be transparent that while Lindsays color options (beige interior and royal brown exterior) are a near-perfect match, there may be slight differences due to the change in manufacturer.
  We regret that our last recorded communication in May, where we presented these options, did not receive a response. Please know that we are still committed to working with you to resolve this matter.
  Again, we deeply apologize for any inconvenience this has caused and appreciate your understanding as we navigate this challenge together. Please dont hesitate to reach out if youd like to revisit the options or discuss further steps.

  Thank You, 

  Management Midtown Home Improvements

• Initial Complaint

  Date:12/27/2024

  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.

  High pressure sales, **** cancel contracts...very pushy

  

  Business Response

  Date: 01/02/2025

  Mr. *************** a company, its essential for us to maintain integrity and professionalism in all interactions with our customers at ********************. Therefore, we will present the facts as they were recorded during our dealings with you.
  The initial appointment and contract were signed on October 29th, which clearly outlined the 3-day rescission period, allowing you to cancel the project without incurring any charges. Your project was then sent to our production team on October 30th, and a welcome email along with a request for your plot plan was sent on November 4th. Two weeks later, we followed up via email and phone call requesting the plot plan, which delayed the process.
  On November 25th, you called to cancel the project. In response, we arranged for a senior sales representative to meet with you and your wife on December 6th. During this meeting, it was noted that you became aggressive towards our team member, who felt unsafe and had to leave. It was also noted that your wife still wished to proceed with the project as originally scheduled.
  The following day, you spoke with another sales representative who provided a new, reduced price for the same project. You agreed to this new price and chose to continue with the project. Our production team made further attempts to contact you, including calls and emails on December 17th, requesting your *** contact information. They also applied for the necessary permits. Your wife responded with the *** information, and we sent all required documents to be signed for approval.
  On December 23rd, we paid for the completed permit and attempted to reach you by email and phone. On December 27th, we again tried to contact you regarding the *** approval, at which point you informed us that you wished to cancel the project. We explained that our production team had already begun processing your project, including permit submission, design work, and custom cutting of your fence. Additionally, we reminded you that the 3-day rescission period outlined in the contract had passed. We then contacted the City of ********** to request the cancellation of your permit, but we were only able to leave a message.
  Since the complaint was filed, our ** has spoken with you regarding the details of your contract and interactions with Midtown Home Improvements. It has been mutually agreed to cancel your contract, with no refund being issued,and you have agreed to remove this complaint. We appreciate the opportunity to address this matter and resolve it amicably.
  Its unfortunate that you had an unsatisfactory experience with us. However,our team, from sales to production, has maintained professionalism throughout the process and made consistent efforts to keep you informed. We stand behind the work and dedication of our team to bring your project to completion.

• Initial Complaint

  Date:11/11/2024

  Type:Order 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.

  On Oct 01, 2024, Midtwon Home Improvements (based out of ********) with offices in *********, Il. was contracted to build an exterior deck. I was told all materials, permits, survey, clean up was included. The design included lighted caps on posts surrounding deck. During sales pitch, this was discussed, but was told company did not have electrician on staff, but had third party electrician and I was responsible for any fee. I elected to demo/remove existing deck to save money. I was also told any rotted wood behind existing deck would be replaced (included) but I was responsible for painting. A project manager arrived days later for measurments, again we discussed electrical and rotted wood replacement. We also discussed configuration of deck. When work began, installer dug six holes (piers) piling dirt in yard (which was not removed/cleaned up). Upon installing deck frame, electrician was never scheduled until frame approved by inspector and my inquiring of project manager, which required decking to be stopped so electrical work could be scheduled/installed. Installers regularly used my bushes as their bathroom, no porta potty provided. Communication with installers was difficult at times due to language barriers although I was informed a crew supervisor spoke English and would be present (never saw until late on last day). Daily clean up did not occur requiring me to inspect grounds picking up nails/screws/razor blades to prevent injury to children. On final inspect which was not approved, because electrical was not included in permit, I had to make payment and adjust permit. I have asked many times for actual stamped plat of survey which I paid for but have not received. When installers finished, I had to again pick up nails/screws/razor blades and beer bottle caps in yard and driveway. Dirt pile remains. Rotted board not replaced. Only correspondence from company was about retrieving material overage. I have yet to hear from company (poor customer service).

  Customer Answer

  Date: 11/12/2024

  Ref to complaint #********. I just wanted to update you and the file, that since I filed this complaint, Midtown has  responded that they will replace a rotted board on 11-18-2024. If not, I will again update you. I still have not received the stamped plat of survey in this matter as I previously reported even though Midtown on 11-05-2024 agreed to send it to me. Thank you for assistance in this matter.

  

  Business Response

  Date: 11/20/2024

  Dear ***** & ********,
  
  Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience or dissatisfaction you experienced during your deck project. Our aim is always to provide the best client experience possible, and we value your input to help us improve.
  
  **Project Update and Upcoming Work Schedule:**
  - **Cedar Siding Installation:** On November 19, ****** successfully installed the new cedar siding. The old siding was removed, the wall was cleared of nails, and all cracks and seams were sealed.
  - **Scheduled Work for November 26:** *** will install a 4x4 post with a virgin vinyl sleeve and crossbars, connected to the stairs, including lighted caps. This is scheduled for Tuesday, November 26th.
  - **Yard Cleanup November 20:** ******** crew will be on-site tomorrow afternoon to remove trash, dirt, and debris, and conduct a thorough yard cleanup.
  - **Return of Materials:** We have contacted our vendor, *****, to arrange for the pickup of return materials this week. We are awaiting confirmation of their ETA.
  
  **Addressing Your Concerns:**
  - **Materials, Permits, and Clean-Up:** We apologize for any misunderstanding regarding the inclusion of these items. Your feedback about the rotted wood replacement and the electrical work coordination is noted, and we will work to improve our communication and scheduling processes.
  - **Clean-Up and Communication:** We regret that daily clean-up was not up to standard and that there were language barriers. We will ensure that these issues are addressed with our teams.
  - **Inspection and Permit Issues:** We are sorry for the inconvenience caused by the permit issues and the delay in electrical work. We will review our process to prevent such occurrences in the future.
  - **Stamped Plat of Survey:** We acknowledge your request for the stamped plat of survey and will expedite this for you.
  
  We appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out. We are committed to resolving these issues and providing you with a positive experience.
  
  Best regards,  
  Management  
  Midtown Home Improvements Inc.

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
    The ** of the local office of this business reached out to me and met with me in person. The majority of the issues appear to have stemmed from communication issues, which after speaking with the **, I believe will be addressed. As I write, the pile of dirt was removed, along with additional demo'd material. Siding has been replaced and other issues scheduled to be handled. Other issues involving personnel and communication were discussed.
  Sincerely,
  
  ***** ********