ComplaintsforMidtown Home Improvements Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to get the installation of the siding corrected since mid October of 2023 and feel like I am getting the run around over and over again. I left voicemail and text messages with some going unanswered. Filed a claim as asked in April and was told I would hear back soon and as of yesterday a text message which shows as being readno response.

  

  Business response

  07/08/2024

  Good morning, *******************,

  Thank you for bringing your concern to our attention. Earlier this year, Midtown Home Improvements replaced six squares of siding on your house. Following the replacement, some additional concerns from you were brought to our attention. In response, Midtown conducted a follow-up investigation to address these issues. Our TN Production Manager confirmed that he had ordered the necessary materials and was awaiting their arrival to schedule the required work.
  Last week, our General Manager in ** spoke with you to inform you of our plans to revisit your property this week. This visit will help us determine precisely what is needed to resolve any outstanding issues. Our installer will conduct a thorough assessment, and we will promptly update you on the recommended solutions. Thank you for your patience and understanding.

  Warm regards,

  Midtown Home Improvements

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  signed a contract with Midtown Home improvements or MHI (branch operating out of *********, **) for deck replacement at our home. they submitted a change order on the railing material which we accepted. the change order was for cedar railings. the work was completed in february 2024. however, the material that was used was not cedar per testimonials of three experienced individuals in the building/woodworking arenas. the material has been identified as pine and most likely interior grade. have contacted MHI in order to rectify this issue but there has been no response. we are seeking replacement of all the deck railings/privacy wall wood with the specified, contracted material.

  Customer response

  06/12/2024

  the contact phone info is ************ and the address is simply ****************************************. not sure where the extra numbers came from?

  

  Business response

  06/14/2024

  Dear ****************,

  Thank you for bringing your concern to our attention. Upon investigation, you were provided by Midtown Home Improvements the relevant invoices confirming that cedar was indeed paid for, delivered, and installed. Our most experienced installer worked on your deck project. If the material had been pine instead of cedar, our installer would have immediately halted the work, informed Midtown, and not proceeded with the installation. Please let us know what additional proof you require to confirm that the material used is cedar. If you have any further questions or need additional assistance, please don't hesitate to reach out.

  Thank you,

  Midtown Home Improvements

  Customer response

  06/18/2024

  Complaint: 21835061
  
  I am rejecting this response because: it was resolved that not all of the expected material was as claimed. please see below.
  
  It became apparent that Midtown Home Improvements (MHI) has customer satisfaction as a paramount subject of their work ethics when a material mix-up on part of our deck occurred. The general manager of the Nashville MHI office personally came and inspected the build and offered to rectify the situation. We can attest to the outstanding quality of their work and will be pleased with our new deck for many years to come when the re-work is completed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this company to replace a wood deck to a vinyl deck and they have breached our contract twice. First, the stated they under bid me and the project would cost more than the original so I paid $500 by check. Then I was told the check would not be cashed until the project started which was untrue, they have already taken my money. Now they are refusing to return the $500.

  

  Business response

  05/24/2024

  Dear **************************,

  Thank you for reaching out and bringing your concern to our attention. According to our records, the statements in your complaint are inaccurate. Midtown Home Improvements had informed ************************** that a refund would be issued within 3-4 weeks. We are scheduled to process her refund on May 31st. Alternatively, she was given the opportunity to expedite the process by submitting a cancellation form, which was not completed on her behalf. Our General Manager at the ********* location reached out to ************************** via telephone on Wednesday, May 22nd and communicated this information regarding her refund. 

  We value your business and appreciate the opportunity to make things right.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Payed 10% down on a ~8000 dollar contract however after the measurements were taken Midtown cancelled the contract. We have called multiple time to get a refund for the money we put down and have been told they are working on it but it has been several months now.

  

  Business response

  05/15/2024

  Good afternoon, Ms. ********************* you for bringing your concern to our attention. After reviewing your account, it appears your project cancellation had been marked incorrectly. Needless to say, our management team discussed your account last week and issued a check on Monday of this week. You should be receiving your refund shortly.

  We apologize for any frustration you may have experienced. Please don't hesitate to reach out if you have any further questions.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, we hope you can help us resolve our issue with Midtown. We signed an agreement with them on November 30, 2023 for a patio cover. We put down a deposit of $1376, with a target installation date of February. We got a welcome email, but then heard nothing. We provided them with our HOA form on December 7th. We finally received an initial drawing on January 30th, 2024 after contacting them several times, to keep the project going, and to ensure we'd submit our HOA form in a timely manner. The initial design had included two support posts per our request, we obtained HOA approval on February 11th. We heard nothing for several weeks until we were told that the county required larger posts due to snow load, we agree to a change order with the larger post and an additional $1,000 to the total project cost on March 7th, 2024. They said they would get the drawings "sealed" and ready to send to the county for approval. They didn't submit a set of "sealed" drawing to the county until April 2nd, 2024. We requested updates from our project manager and the midtown office throughout April and heard nothing. I asked that someone contact me after we saw an additional set of drawings being submitted to **************** on April 19th, 2024. At this point, now 5 months in, we'd lost any faith in Midtown's ability to start our project, let along build it and maintain it into the future. We requested that they cancel our project and return our deposit. Midtown refused, threatened us with additional charges for breach of contract and gave us two options; move forward at the original price (discounting the $1,000 change order) with a possible instillation date of June or cancel and lose our deposit. During our cancellation discussion they indicated that they had yet to receive county approval and no materials had been ordered. We believe $1,376 is an excessive amount to pay for two sets of drawings and would like all, or a large portion of our deposit refunded.

  

  Business response

  05/08/2024

  Good afternoon, *****,
  
  Thank you for bringing your concern to our attention. At Midtown, we strive to ensure every customer enjoys a satisfactory experience. When it comes to building a patio cover, the initial planning process can be quite extensive. This is why we refrain from setting specific timelines for the installation of these covers. With your sale date of November 30th and release date of December 1st, we would have estimated a minimum of 4 months to commence your project. Historically, we've never started a cover or screen room in less than 3 months. Our measurement technician promptly visited your home on December 8th to finalize the measurements.Subsequently, we commenced work on the drawings and collaborated with DOP (our engineering firm). It typically takes 2-4 weeks to receive drawings back from our engineering department. We received the drawings at the end of January,which we then forwarded to you for approval. Following this, we initiated the permit submission process with St. Louis County. Once submitted, it can take another 2-4 weeks to receive feedback from the county. During this phase, they requested additional support for the cover, necessitating a redesign. Our project manager worked with you to incorporate these changes, including an additional post and extending the cover's projection by 1'. We issued a change order on 2/29/24. Subsequently, we had to create new drawings and collaborate with engineering again to ensure the correct size cover for resubmitting the permit. Unfortunately, we did not receive these drawings back from the engineering department until 4/18/24. Upon receipt, we promptly resubmitted the permit. However, during this period, you expressed your desire to cancel the project, citing lack of communication and updates. We apologized for any miscommunication and explained that given the stage of the project,cancellation was not feasible. In an attempt to address your concerns, we sent a sales manager to your home and offered a $1,000 discount for the inconvenience and extended duration of the project. However, you rejected this offer and escalated the matter to our General Manager (GM). Our GM outlined our cancellation process and presented you with two options: accept the discount and commence the project as soon as possible or cancel and forfeit any refund.You chose to forfeit your refund and cancel the project. Consequently, we will not be refunding your down payment. It's important to note that the expenses incurred for engineering, measurement fees, and personnel time on your project far exceed $1,376. According to clause #** in the contract, you are liable for 20% of the cancellation damages. However, in an effort to resolve this matter amicably, we did not pursue this avenue. We have diligently worked to fulfill your project requirements and regret that we were unable to meet your expectations.We wish you the best in your search for your home improvement project.

  Thank you,

  Midtown Home Improvements

  Customer response

  05/11/2024

  Complaint: 21680513
  
  I am rejecting this response because:
  
  We would like a partial refund of our deposit; $600 would allow us to recover a portion of our investment while allowing you to cover your costs.  As previously indicated we'd been under the impression that February was the target date for our project.  We were never told that patio covers required extensive lead times; the 3 to 4 months that you outlined in your response.  It would have been helpful to know this, along with an overall outline of the steps.  We were left thinking that things were being expedited and didn't understand why the process was moving so slowly.  

  I now understand that you were not working towards a February install date and we were left thinking that the project was moving at a snails pace.  I believe there were communications issues on both sides, and that splitting the deposit would acknowledge this and close the matter.
  
  Sincerely,
  
  *********************

  

  Business response

  05/14/2024

  Dear **************,

  We appreciate the time you have taken to share your concerns, and we have carefully reviewed the circumstances surrounding your request for a refund. After a thorough evaluation of your project and our refund policy, we regret to inform you that we are unable to issue a refund for your down payment. 

  We understand that this may not be the resolution you were hoping for, but it's important to note that the expenses incurred for engineering, measurement fees, and personnel time on your project far exceed $1,376. According to clause #** in the contract, you are liable for 20% of the cancellation damages. However, in an effort to resolve this matter amicably, we did not pursue this avenue. We have diligently worked to fulfill your project requirements and regret that we were unable to meet your expectations. 

  Thank you,

  Midtown Home Improvements

  Customer response

  05/20/2024

  Complaint: 21680513
  
  I am rejecting this response because:
  
  We felt that requesting only half of our refund was a good compromise.  Sorry to hear that you don't agree.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We entered into a contract with this business on 12-01-23 for a minor bathroom partial remodel. We were told that it would be a 3 day job and they would fit us in between jobs. With no notice, materials started being delivered to our home and left outside. We were given no communication or updates on our project. We reached out and were told that they were still waiting on materials. After waiting 4 months, I contacted them on March 26, ********************************************************** the next week, we wanted to cancel our contract. Again, we got no response. On April 9 we were finally given a projected start date. We had requested 2 weeks notice to demo the current bathroom. We were only given 5 days.The subcontractor arrived in April 15 to finally start our project but did not have the materials needed (tub/shower, cabinet and flooring.) There was little work that he could do while he waited 3 hours for the tub. He injured himself carrying the tub and had to go home. Again, no communication from the company and no arrangement was made to send someone else to continue work on our project. After a heated conversation with management, someone was sent to set the tub the next day but went home soon after. Since then, very little work has been completed. We have had problems and set backs everyday. The main items (vanity and sink top) were ordered incorrectly and now we are waiting for a reasonable solution for that major issue. We are now going into week 3 of what was supposed to be a 3 day project. The items are custom ordered and will take several weeks to get here. (Or potentially 4 1/2 months, which is what we were supposedly waiting on to start our project) At this point we would prefer to just cancel the remaining work, agree on a reasonable price for the work completed and materials used and move on. We cannot go any longer without the use of this bathroom and do not trust Midtown to get it done to our satisfaction.Cost:$16,250 Deposit: $1625

  

  Business response

  04/29/2024

  Dear ****************,

  Thank you for bringing your concern to our attention. We are sorry to hear about your experience regarding your partial bathroom remodel. We are committed to rectifying the situation and finding a resolution that meets your satisfaction. We understand your urgency in having the bathroom completed and are working diligently to complete your project. Our General Manager spoke with you last week, as well as on Monday, April 29th with our plan. Our General Manager has ordered a new vanity for your bathroom and is providing a discount on your project. If you have any further questions regarding next steps, please don't hesitate to reach out to our office at ************. 

  Thank you for bringing these issues to our attention, and once again, please accept our sincere apologies for the inconvenience and frustration you have experienced.

  Thank you,

  Midtown Home Improvements

  Customer response

  04/30/2024

  Better Business Bureau:
  
  The General Manager has been in communication with me and is working to create a solution for our issues. I am hopeful that the project can be completed as planned moving forward. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When the salesman originally took my order he sold me triple pane windows, I invested $25,000.00, to have my windows replaced on my back porch along with a sliding door and entry door. To my surprise I found my picture windows were double pane and the entry door doesnt fit properly. The work was started on 3/18/2024. The gentleman installing the product has done great work with the material he is given. The sliding door came with no locks and hopefully that will be resolved today, spoke with the general manager twice this week and he was supposed to call me back yesterday 3/21/2024, but still no call. Instead he had the salesman **** to call me offering me $600.00 discount for misrepresentation of the the cost of the picture windows. As of today still waiting on how they gonna address an entry door they measured for and ordered that doesnt fit.. I feel the ** was very protective of his salesman and wouldnt take accountability of the mistakes or misleading of a sale.. One would take this sale of one item and only to receive something of lesser value corrupt. I have been patient with this company and now I feel as though I am getting the runaround.

  

  Business response

  03/28/2024

  Dear ********************,
  
  We sincerely apologize for your less than satisfactory experience. Unfortunately, your picture windows were too large to accommodate as Triple Pane windows, a discovery made only after the order was placed. Regrettably, this crucial information was not communicated to you by our representative at the time of ordering. Upon speaking with our general manager, he acknowledged this oversight and provided you with a credit for the job.
  Regarding the door, it was not mismeasured; rather, the room in which it was being installed has a smaller wall than standard door jamb dimensions. To rectify this issue, Midtown installed custom trim on the inside of the door at no additional cost to you.
  As for the door locks, any concerns were promptly addressed before the project was completed. It is our standard practice to ensure that all doors are installed with functioning locks, and any issues are swiftly resolved.
  Regarding the screen door, we regret to inform you that it was delivered damaged by the manufacturer. Rest assured, we have already placed an order to receive a replacement.
  In construction projects, unforeseen challenges may arise, and we strive to manage and rectify them promptly. We are pleased to hear that, to our knowledge, you are currently satisfied with the project. Our general manager has personally reached out to ensure your continued satisfaction.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year. At first, we said no, and they kept calling us. My husband finally said yes. It was way too much money and we are older adults, which I've been told that they go to older adults for the prey on us, just like everyone else does. The first guy said it would cost us 200 a month on ********* and we are now paying almost 400 a month. We budgeted for the 200. It took forever to get them out because they said we didn't give them a house plan. We gave it to the first guy who came out.When they came to put in the fence they sent us people who did not speak English at all. It was a mess, I could not speak to them and they could not speak to me.We signed three different contracts for changes to get the amount down. We made a few changes and it came down to ******. Never again will I work with anyone who comes to my door unless I call them myself. They badgered us so much trying to get this done. I hope they never get another older person to sign up with them again. They are pressure motivated and prey on the people who are old.

  

  Business response

  03/20/2024

  Dear ****************,

  Thank you for sharing your feedback regarding your experience with our company. We sincerely apologize for any inconvenience or frustration you encountered throughout the process of installing your fence. We deeply regret any miscommunication regarding the initial quote and subsequent changes to the contract. We strive to ensure that our customers fully understand the terms and costs associated with our services from the outset. We understand the importance of adhering to agreed-upon budgets and timelines, and we apologize for any discrepancies in this regard. Regarding the language barrier issue with the installation team, we apologize for any discomfort or inconvenience this caused. We understand the importance of effective communication during such projects and will take steps to ensure that language proficiency is addressed in our future installations. Please accept our sincerest apologies once again for any dissatisfaction caused. We value your business and would welcome the opportunity to discuss your concerns further and explore potential resolutions. Please feel free to reach out to our customer service team at your convenience.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The new deck this business built on our house less than 7 years ago has developed shoddy workmanship issues.

  Customer response

  03/11/2024

  I am a little confused that it appears there may be more than one Midtown Home Improvements business. I tried to determine whether these businesses were affiliated with each other but received no response. The Midtown business that built our deck is the one with the ***** Summit Mo address. 

  

  Business response

  03/14/2024

  Good morning,

  We are writing to follow up on the concern you raised regarding the deck built by our business on your property approximately seven years ago. We take matters of workmanship quality very seriously, and it's disheartening to hear that you are experiencing issues with the deck.

  In order to address the concerns promptly and effectively, we would greatly appreciate the opportunity to discuss the specifics of the issues you have encountered. Understanding the nature and extent of the problems will enable us to devise an appropriate plan of action to rectify the situation and ensure their complete satisfaction. To be noted, as of today's date, there has been no communication from Mr./ ************** regarding this concern with their deck

  Please let us know a convenient time for you to meet or speak over the phone. We are committed to resolving this matter to your utmost satisfaction and restoring your confidence in our services. You can reach our full time service staff at ************. Our team will also reach out to you on the phone number we have listed for your contract, to see how we can remedy your issue.

  Thank you for bringing this matter to our attention. We value your feedback and the opportunity to make things right.

  Midtown Home Improvements

• Initial Complaint

  02/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The deck was somewhat completed on Nov. 1. It took several attempts to complete the inspection. We had temporary railings so we could pass the inspection. We also have several issues that were supposed to be addressed and never were. I have stopped contacting ***************************** who was our construction coordinator. Multiple times he agreed to look into the issues and never followed through. Just last week I emailed the general manager and have received no response. I would like the temporary railings replaced with the new ones along with someone with authority to please look at the mistakes to see if anything will be done about it. I think they owe us that much, especially for the amount of money we paid for the deck. ***** and *****************************

  

  Business response

  02/29/2024

  Dear **********************,

  We hope this message finds you well. We would like to express our sincere gratitude for your patience and understanding throughout your recent concern with the installation process. Regrettably, there was a miscommunication with our installation team, leading us to believe that all tasks had been completed successfully. Upon receiving your message, we promptly took action to rectify the situation. *****************************, our dedicated Production Coordinator, visited your property on the afternoon of 2.27.24 to address the handrail system concerns. There remain a few outstanding items that require attention. Specifically, we need to make adjustments to the 4x4 posts to ensure symmetry on the landing of the stairs. To address this, we have already scheduled a service with our specialized team, who will be attending to these adjustments on 03.01.24.
  We genuinely appreciate your understanding and the opportunity to correct any discrepancies promptly. Our team is committed to ensuring your complete satisfaction, and we are eager to bring this matter to a resolution. If you have any further questions or concerns, please do not hesitate to reach out.

  Once again, thank you for your patience and cooperation.

  Midtown Home Improvements

*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. ↩