ComplaintsforMidtown Home Improvements Inc.

• 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

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2023, this business put a new deck on my house, replacing my old deck. In doing this, they didn't complete the project as planned, fogetting to put the agreed upon gate at the top of the deck stairs. When contacted about this, they admitted they forgot this and sent the builders back to install it. They gate was installed, but does not work the way that it should and has to be lifted and maneuvered to get it to completely lock. I have emailed the contact I worked with at the company several times before also copying in the salesman and never got a response from either one. Then, I called the company and the salesman and left messages, but didn't get a response. Next, I attempted to contact the General Manager through the website as I was not able to get his direct phone number or email. Now, 7 months later, the gate still has not been fixed and is getting worse. I paid over $80,000 for this deck, have a warranty on it, and can't reach anyone to repair the gate that they initially failed to install. This is absolutely ridiculous - they're responsive until they have your money, then disappear when their shoddy work fails. I want someone out here to fix the gate - now the post that the lock is on may need to be replaced too from the nicking that the lock handle does every time the gate closes since it's not aligned properly.

  

  Business response

  02/22/2024

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

  We trust this message finds you well. Following a recent discussion, we are pleased to inform you that our team is prepared to conduct an on-site inspection of the gate and undertake necessary measurements, These measurements took place on Wednesday, February 21st. This visit aim was for our team to comprehensively assess the current condition and dimensions, enabling us to gain a thorough understanding of the situation.

  Subsequently, based on the insights gathered during our site visit, we have scheduled the service intervention to address the identified issue. Our skilled technicians will be available to commence the service on Friday, February 23rd, immediately after completing the diagnostic assessment. This approach ensures a swift and effective resolution, minimizing any potential disruption.

  We appreciate your cooperation and look forward to providing you with a prompt and efficient service. Should you have any additional concerns or questions in the meantime, please do not hesitate to reach out.
  Thank you for entrusting us with this matter. We are committed to delivering the highest standard of service to meet and exceed your expectations.

  Thank you,

  Midtown Home Improvements

  Customer response

  03/04/2024

  The company contacted me and resolved the problem within 1 week of receiving my BBB complaint, which I appreciated.  Please resolve the complaint.  Thank you

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been in dispute with Midtown since August of 2023. During their installation of "custom" windows, their employees voluntarily spoke of the inaccuracy of window measurement-taking and ordering, shoddy workmanship done by one another and acknowledged my concerns and stalling of the project along the way. I have an on-going complaint filed with the ************************* to rectify the situation, noting that I am not interested nor do I trust the company's warranties they stand behind when they could not professionally nor successfully address my concerns in the proactive stages of installation. I am seeking monetary restitution in the amount that I've researched with other reputable window companies to equal what it would have cost for them to install combined with what we believe will be the cost should failures ensue with the improperly set "custom" windows in my home. This response, both reactive and retrospective, from the the company manager is the canned mantra he is choosing to respond to the *************************:It's important to note that Midtown will not be extending a credit for the job, as per our current policies. We take pride in offering a 5-year workmanship warranty and stand firmly behind the quality of our work. Therefore, we are eager to leverage this warranty to address the client's concerns and provide a resolution that aligns with our commitment to excellence.And my standing in response is that quality of work should have been performed on the front end of the window installation when I questioned the installation, and when, doing so twice, I had 7 visits to my home for what was scheduled and guaranteed to be a 1-day installation. PLEASE read the reviews of this company. I am not alone in this experience with Midtown.

  

  Business response

  02/06/2024

  Good morning,

  We trust this correspondence finds you well. Thank you for bringing your concerns to our attention so that we are able to address and resolve this matter. Acknowledging the attempts to reach a mutually agreeable resolution thus far, we remain committed to achieving a satisfactory outcome.

  It has been noted that despite our numerous attempts to rectify the issue, ****************** has expressed reservations about permitting our team to conduct repairs at her residence. We place great emphasis on the quality of our services and firmly believe that addressing concerns on-site is pivotal for achieving a thorough and comprehensive resolution. At Midtown Home Improvements, we are unwavering in our commitment to standing behind the work we deliver, ensuring our customers experience the highest levels of satisfaction. In light of this, we extend another invitation to coordinate a convenient time for our team to visit ********************** home, facilitating a firsthand assessment of the concerns raised. This proactive approach will enable us to comprehensively examine the situation and implement the necessary measures to ensure her contentment.

  While we acknowledge that monetary compensation may not align with our standard resolution procedures, we are confident that a site visit will empower us to identify and rectify any issues.

  We kindly request ********************** assistance in addressing this matter. Furthermore, please propose a suitable time for our team to visit your home. We are eager to showcase our dedication to customer satisfaction and appreciate your collaboration in facilitating this process.

  Thank you,

  Midtown Home Improvements

  Customer response

  02/17/2024

  I did not receive both of the BBB letters, dated February 5 and February 7, until Saturday, February 10; therefore, I am responding on the 7th day, as instructed would be the date the complaint closes.  

  This is an ongoing dispute, as Midtown had not performed a professional service, nor has it's representatives, *************************, namely, handled this concern with understanding of the full complaint.  

  I halted the work of installers 3 times during this process, even rejecting to sign the original lien waver when it seemed to Midtown that the work had been completed on installation of my windows.  Each rep/installer would agree about the reasons for my dissatisfaction and the faulty installation; however, they continued to send another rep to "fix" it.   

  After having the windows completed with "attractive" overlays of the shoddy work,  two friends with installation experience pointed out several concerns--window safety locks buried and inaccessible; a protruding s**** that indicates a window that is not measured or set correctly in the opening; a structural "gap" on the top and sides of windows that was addressed by covering with thin siding material (as a bandaid) and that depressed into the borders without any solid footing behind to which to attach.   (This last issue was agreed by ***** to be shoddy work completed by Daf--who was no longer on the project.  Then, ***** completed the attractive framing over this siding to cover the still shoddy work.)

  I do not trust this company to come back to my home after 7 attempts with a final result no worthy of the price they charge, nor the guaranteed workmanship they tout.  A warranty should not have to be enacted directly after installation, especially when I, the customer, brought their attention to the workmanship the previous 7 times on site.   

  I would like a monetary partial refund in the amount of $2141.50 (from the original cost of $7283) as this remaining cost is what my research has shown other companies charge for their custom window work and would provide me with restitution to handle what issues come up with these windows in the future.  I will not contact Midtown for any work.  

  

  Business response

  02/22/2024

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

  We trust this message finds you well. Thank you for taking the time to express your concerns regarding the recent installation of your windows. We understand the importance of ensuring your complete satisfaction, and we are committed to addressing your apprehensions in a professional manner.
  After a thorough review of your feedback, we would like to reiterate our dedication to providing high-quality service. We stand behind our work and firmly believe that the installation was carried out to the highest standards. We are pleased to note that, according to our records, there have been no reported issues of leakage, and the windows are aesthetically pleasing.
  In light of your concerns, we are willing to take additional steps to assess the situation. As part of this commitment, we propose scheduling a visit to your location to inspect the installation. We are prepared to remove all trim to conduct a comprehensive examination and determine the accuracy of your observations. Should any discrepancies be identified, we are more than willing to rectify the installation promptly.
  It is crucial for us to emphasize that, as a testament to the confidence we have in our work, we guarantee our labor for a period of five years. This guarantee serves as our commitment to providing ongoing support and ensuring the longevity of our services.
  We value open communication and collaboration, and we kindly request the opportunity to visit your site and address your concerns in person. Our primary objective is to find a resolution that aligns with our commitment to quality service and your satisfaction.
  Please let us know a convenient time for our team to visit, and we will make the necessary arrangements. We appreciate your understanding and look forward to the opportunity to address your concerns directly.

  Thank you,

  Midtown Home Improvements

  Customer response

  03/01/2024

  This company is reiterating its canned response to unsatisfactory work completed; as such, it is deemed even more unprofessional and irresponsible in addressing consumer complaints.   This issue is not resolved, as the company lead, *************************, cannot admit fault in the many attempts I made during the installation process, nor can he and Midtown acknowledge my distrust of their guarantees and business mottos.  

  I am pursuing further action with local news outlets to expose Midtown and the myriad of dissatisfied customers, as per their reviews of the company.   I would, sincerely, hope that the BBB would take this complaint seriously and forgo more pursuit of any more canned response from Midtown and, instead, investigate this company for its unreliability and lack of true integrity.   

   

  Customer response

  03/01/2024

  This message was not read on March 1, 2024, but on February 29--you date your letter on Feb. 22 and assume that the 7-day response time begins then; however, the letters do not arrive on the day you draft them (Feb. 22).   Please amend your process to be accurate for the consumer.  

  Customer response

  03/11/2024

  After speaking with ********************* with BBB, I am appealing, again, to this still-ongoing dispute with Midtown Home Improvement company.

  I have attached zip drives of the process and steps of this window installation that I've questioned both along the way as well as after completion.

  I am, also, including pictures of my comments on a report requested by Midtown as well as my appeal to my salesman/project manager, ***********************, on the first day of Midtown coming to my house and the first installer, **** suggesting I not put these windows in, as they are not the correct measurements and that this often happens with this company.  At this point, I called *********************, window measure technician/trainer.   I requested he come out to inspect the windows and consult on this issue.   He came to the house and verified with both Daf and me that the windows were the custom measurements that he took and ordered and did not offer any other option (order new windows) to fit the required spaces.   *** left, and Daf and his workers began the tear-out of the existing windows.  *** called me to see the broken header for the main window, to which I asked him what he proposed to do about it.  He said he'd fix it, but he was clearly angered about the entire process, and as the morning had turned to noon, and the temperature was 90+ degrees, he and his crew halted the process after setting the windows in and leaving the exposed wood and insulation for another week.   I questioned the integrity of the exposed openings and insulation to the elements for a week before them returning.  *** assured in his professional opinion that this exposure was fine.

  I can report more about the process and the successive times **** **** and ***** were at my home to remedy issues that grew out of a scheduled 1 day installation.   I believe that the attached email correspondence, along with the attached pictures in the zip drives will serve to illustrate how this went.

  
  

  

  Business response

  03/11/2024

  We trust this message finds you well. Thank you for taking the time to express your concerns regarding the recent installation of your windows. We understand the importance of ensuring your complete satisfaction,and we are committed to addressing your apprehensions in a professional manner.

  After a thorough review of your feedback, we would like to reiterate our dedication to providing high-quality service. We stand behind our work and firmly believe that the installation was carried out to the highest standards.
  In light of your concerns, we are willing to take additional steps to assess the situation. As part of this commitment, we propose scheduling a visit to your home to inspect the installation. We are prepared to remove all trim to conduct a comprehensive examination and determine the accuracy of your observations. Should any discrepancies be identified, we are more than willing to rectify the installation promptly. It has been noted that despite our numerous attempts to rectify the issue, ****************** has expressed reservations about permitting our team to conduct repairs at her residence. 

  It is crucial for us to emphasize that, as a testament to the confidence we have in our work, we guarantee our labor for a period of five years. This guarantee serves as our commitment to providing ongoing support and ensuring the longevity of our services.

  We value open communication and collaboration, and we kindly request the opportunity to visit your home and address your concerns in person.Our primary objective is to find a resolution that aligns with our commitment to quality service and your satisfaction.

  Please let us know a convenient time for our team to visit, and we will make the necessary arrangements. We appreciate your understanding and look forward to the opportunity to address your concerns directly.

  Thank you,

  Midtown Home Improvements

  Customer response

  03/19/2024

  Complaint: 21248792
  
  I am rejecting this response because: 

  1.  I provided pictures and a months' long email exchange that show the unprofessional installation as well as the disregard by Midtown and namely, *************************, to understand my lack of trust in this company and the, subsequent, rejection by them to provide my monetary restitution to resolve my pursuit of this claim.

  2.  The installation was not, as this latest response from Midtown states, "...carried out to the highest standards" as my submitted pictures and testimony have proven.

  3.  The latest response from Midtown states that they are, "Prepared to remove all the trim to conduct a comprehensive examination and determine the accuracy of your [my] observations."   As I have documented, when I was concerned about the trim that the original installer applied (without proper anchoring and shoddy cuts and depressed "look" into the sides of the windows), Midtown chose to send another installer, *****, who agreed the work was ******, told me that Daf was no longer with the company, and proceeded to install a thicker trim/framing on top of the work that Daf did.  It was clear to me, then, that the company worked only within the framework of making things aesthetically pleasing and not professionally installed.  This being the 6th time for a Midtown employee to work on this project reflected their limitations to "ensuring the longevity of their services" and "aligning with our commitment to quality service and your satisfaction."  And, once again, when I made mention of the inside installation with the protruding s**** (meaning an ill-fitted window), and the buried safety locks, ***** acknowledged them and said that *** had mentioned these and he would have to return to address these.   Never did Midtown take responsibility or initiative to reach out following to this acknowledgement.   

  4.  This dispute of mine is not unique against Midtown, should the BBB read other reviews of dissatisfaction with the company.  However, I would like to have Midtown be made to acknowledge that canned comments and the touting of the professionalism and warranties they include in their pitch and their contracts are mute when an installation like mine, like many others, reflects otherwise.
  
  
  
  Sincerely,
  
  *********************

  

  Business response

  03/19/2024

  Dear ***,
  
  We acknowledge that you have chosen to decline our previous response. Our General Manager attempted to contact you by phone and left a voicemail expressing his intention to personally visit your home to address your concerns. We are fully committed to assisting you in any way we can.
  
  Presently, we are uncertain about your preferred course of action going forward. Despite our efforts to service your product, it appears that you are hesitant to allow us to do so. Therefore, we will await your communication before proceeding with any further steps to service the project.
  
  Should you require any assistance or have specific requests, please do not hesitate to reach out to us. We are here to support you to the best of our abilities. Thank you for your understanding and cooperation.

  Midtown Home Improvements

  Customer response

  03/25/2024

  I reject this response, and I require a $2,141.50 credit, an adjustment to my original loan amount of $7283.  

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

  

  Business response

  04/08/2024

  Hi ***,

   

  My name is also ***. I am the service admin here at midtown. I'm writing to you with a deep sense of regret regarding the experience you had with your window. We understand the inconvenience and frustration it may have caused, and I want to extend my sincerest apologies on behalf of our company.

   

  Please know that providing top-notch service and ensuring customer satisfaction are our utmost priorities, and it deeply troubles us to learn that we fell short of meeting your expectations in this instance. We value your feedback greatly, as it helps us identify areas for improvement and strive for excellence in all aspects of our business.

   

  We are fully committed to resolving the issue with your window promptly and to your complete satisfaction. Our team is ready to take immediate action to rectify the situation and ensure that you receive the quality of service you rightfully deserve.

   

  To that end, I would like to personally offer you options for repairing or replacing the window, whichever is most suitable for your needs.

  Your satisfaction is of paramount importance to us, and we are fully committed to making things right. Please let us know the most convenient time for you, and we will arrange for our technicians to inspect the window and discuss the available solutions with you.

   

  Once again, I sincerely apologize for any inconvenience or frustration this situation has caused you. We genuinely appreciate your patience and understanding as we work to resolve the issue swiftly and effectively. If you have any further questions or concerns, please don't hesitate to contact me directly at ************.

   

  We look forward to the opportunity to regain your trust and exceed your expectations in the future

   

  Thank you,

  ***

  
  

  Customer response

  04/08/2024

  Dear ***,

   

  I would like to trust that you have reviewed all communication between Midtown representatives, the BBB, ************************* and me in regard to this complaint.  However, it seems this may not be the case.  You mention window, as singular, and I am reading the same canned comments about the understanding of the "frustration and inconvenience" I've experienced.   

   

  This issue could have and should have been dealt with by Midtown as I raised concerns on 3 occasions during the installation process, one that should have taken 1 day and, instead, took 3 weeks.  Midtown's representatives, from measurement technician and installers to management, were inept in effectively addressing these concerns as I raised them, proactively, resulting in my distrust of this company.  

   

  This has not been resolved swiftly nor effectively, and I do not wish to have Midtown on my property again, unless it is to remove all windows and cancel my charges for them; this would entail me scheduling the appropriate property code representative from the city as well as the new window installation company representative to be on site to monitor this removal.   It would, also, begin with a new cancellation contract drawn up by Midtown with GreenSky to be validated by the aforementioned before window removal.

   

  If this is not an option, then I require the settlement amount of $2141.50, an amount that I calculated with the manager of a reputable window company with consideration of their initial cost of order and installation of like custom windows with like warranties and in consideration for the shoddy work, and subsequent risk of future issues of such as a result of the current install from Midtown.

   

  I will forward this communication to representatives at the BBB to update them, as I hope you will do the same.

   

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

  
  

  

  Business response

  04/08/2024

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

  We hope this message finds you well. Thank you for bringing your concerns regarding your windows to our attention.

  At Midtown Home Improvements, we take pride in the quality of our products and stand behind them with a comprehensive warranty. We understand the importance of addressing any issues promptly and efficiently within the scope of this warranty. Our dedicated service department has already made efforts to reach out to you with the intention of scheduling an appointment at your earliest convenience. This visit will allow us to thoroughly assess the situation and determine the appropriate course of action to address your concerns.

  Please be assured that we are fully committed to resolving any issues you may have with our product. As per our warranty policy, repairs and necessary work will be provided to ensure your complete satisfaction with our windows. While we are unable to offer refunds under an active warranty, we are prepared to undertake all necessary steps to rectify the situation and restore your confidence in our product.

  We kindly ask that you coordinate with our service team to arrange a suitable time for the assessment and subsequent repair. Your satisfaction is of utmost importance to us, and we appreciate your patience and cooperation in resolving this matter. Should you have any further questions or require additional assistance, please do not hesitate to contact us directly.

  We look forward to resolving this matter promptly and to your satisfaction.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  12/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 10/16/23 I signed a contract with Midtown Home Improvements Company to build a screened room on my home's deck. ****** ****** signed for the company. I gave them a deposit of $2,350. The work was to be completed in the next few weeks. Because this is outside work and with winter coming, timing is important. Nothing happened. After a few weeks their representative ******* ***** told me that the signature of my wife, in addition to my own, was needed. I supplied it. Then ****** ***** said I needed to advance an additional $2,350 to pay for materials. I refused. He said I didn't have to pay until the materials arrived at my house. Still no activity. Finally I talked to a supervisor ***** ******. I said either do the work or give me back my deposit. He chose a return of my deposit. He asked for a signed release. I supplied it twice. ****** said they never got it. Still no check. Someone was supposed to come to my house today, 12/22/23 to get a copy of the release and give me a check. Nothing. I think this company never intended to build a screened room on my deck. I think Midtown Home Improvements is committing fraud

  

  Business response

  12/26/2023

  Dear Mr. *******,

  We understand the importance of addressing your concerns promptly and efficiently. In line with our commitment to customer satisfaction, we are prepared to take the following steps to resolve the matter:
  Upon receipt of the notice of cancellation segment from your contract, we will promptly process a refund check in accordance with our terms and conditions.
  If deemed necessary and beneficial, we are also willing to dispatch a representative to your property to facilitate this exchange.
  Please provide the requested documentation at your earliest convenience, allowing us to expedite the resolution process. We value your patronage and are eager to ensure your satisfaction.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/16/23 I gave a deposit of $2,350 to Midtown Home Improvements. Midtown was add a screened porch to an exterior deck on my single family home. The work was to begin in the very near future with an estimated completion time of two days. No work of any kind has been done. I have contacted by phone many times both my original salesman, ******* ***** and a supervisor, ***** ******. I was assured by both of them that the work would started and be completed in the very near future. No work has been started. I would either like the work to be completed as promised or have my deposit returned.

  

  Business response

  12/05/2023

  Dear Mr. *******,

  We trust this message finds you well. We would like to express our sincere appreciation for the feedback you provided concerning the recent developments in our collaboration.

  We would like to bring to your attention that the progression of your contract was inadvertently delayed due to the necessary time invested in seeking approval from your spouse regarding the specifics of the proposed work. Regrettably, this procedural aspect extended the timeline considerably, thereby impeding our ability to initiate orders through the designated vendor. Please be assured that this delay was communicated to you in a timely manner.
  

  We understand the importance of efficiency and seamless processes in our business transactions, and we sincerely regret any inconvenience this may have caused. It is our priority to ensure that our clients experience a smooth and transparent engagement with us.

  In light of your concerns and recognizing that compatibility is paramount in our business relationships, we acknowledge your decision to cancel the order. We respect your perspective, and believe that maintaining mutual understanding is essential in fostering successful partnerships.

  Should you have any further inquiries or if there are additional details you would like to discuss, please feel free to reach out. We are committed to addressing any outstanding matters and ensuring that our communication remains open and constructive.

  Thank you for your understanding and the opportunity to engage in this dialogue.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I provided a check for $1,174 on November 2,2023 to Midtown Home Improvements for a down payment on a bathroom remodel. I rescinded the contract within the 3day right of residence window. On November 13, 2023, I contacted *********************** at Midtown Home Improvements to let him know he deposited my check and was supposed to return it to me. He replied that same day that he would return my money when everything cleared. The check cleared my bank on November 8, 2023. As of today, November 19, 2023, I still have not received the $1,174 due to me.

  

  Business response

  11/21/2023

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

  We hope this message finds you well. We apologize for any confusion there may have been in regards to our refund process. On November 20, 2023, you spoke with our STL General Manager, *************************. **** discussed and clarified our refund process with you. Due to the terms of our process, you will be receiving a refund 30 days from the date your check was deposited. We are pleased your conversation went well, that you even offered to take your review down. 

  Your satisfaction is our top priority. We appreciate your continued cooperation and understanding as we resolve this matter to your expectations.

  Thank you,

  Midtown Home Improvements

  Customer response

  11/28/2023

  As of today 11/28/23 I have not received the refund.

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