ComplaintsforMidtown Home Improvements Inc.

• 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.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract on July 20, 2023 for the construction of a deck and screen room. The sales rep measured the area where it was to be built. We specifically asked that part of the deck be large enough to put our gas grill. They built the deck, but that part is too small, they are offering to cut the grill down to fit the space. The screenroom still isn't constructed, so the deck has no railing and it's 6 feet above the ground. Now, I'm getting the runaround about when people will be there to complete the job. It's one excuse after another - need different parts, need different tools, etc. etc. **************** to do business with.

  

  Business response

  11/16/2023

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

  We hope this message finds you well. We are writing to provide you with an update on the progress of your project and to extend our sincere apologies for any inconvenience caused by the recent delay.

  Firstly, we would like to express our gratitude for your patience and understanding throughout this process. Your satisfaction is of utmost importance to us, and we are committed to delivering a project that not only meets but exceeds your expectations.

  Upon careful review, we identified an oversight on the part of our Project Manager during the initial consultation. Unfortunately, it was discovered that the barbecue grill specified for your project was a few inches too big for the designated space, a discrepancy that became apparent only after the completion of the deck. We deeply regret any inconvenience this oversight *** have caused.

  To rectify this situation promptly, we have been in direct communication with our vendor regarding the accuracy of materials delivery. We are pleased to inform you that the missing items have been expedited via ***** and were received over the weekend. As discussed in a recent phone call, we are committed to erecting the screen room structure today, as promised.

  We understand the frustration that *** arise from project delays, and for this, we sincerely apologize. We are taking immediate corrective measures to ensure the timely and successful completion of your project.

  Your satisfaction is our top priority, and we assure you that we are diligently working to regain your trust. We appreciate your continued cooperation and understanding as we strive to deliver a final product that not only meets but exceeds your expectations.

  If you have any further concerns or questions, please do not hesitate to reach out. We value your feedback and are dedicated to addressing any issues promptly.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Very frustrating start. No products ordered or work started which is appropriate. What is unfortunate is the bully sales techniques from management. Was late to two appointments, doesnt listen to my wants and needs and frustrations about what the project has become bs what I wanted and what their company doesnt have available to offer me. Showed up and hadnt reviewed any of my paperwork or project. He pulled the legal card in all of **** min after I expressed I wanted out. Trapped in a contract less than 30 days after signing and very disappointed. Do your research and use someone better, unlike myself.

  

  Business response

  10/18/2023

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

  We hope this message finds you well. We wanted to confirm the details of our scheduled call for tomorrow at 3:00 p.m., and apologize in advance for any confusion regarding the products we can and cannot provide. Please rest assured that we are fully committed to addressing your questions and concerns during our upcoming conversation.

  We would like to emphasize our enthusiasm to assist you in finding the best solutions to your needs. If you have any specific questions or topics you'd like to cover during our call, please feel free to share them in advance, and we will ensure that our discussion is as productive and informative as possible.

  Thank you for your understanding, and we look forward to our conversation tomorrow at 3:00 p.m. If you encounter any further inquiries or require immediate assistance, please do not hesitate to reach out.

  Thank you,

  Midtown Home Improvements

  Customer response

  10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  The only resolution here was to lose some money and agree to go our separate ways. For which I am thankful for. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 1, 2023 Midtown Home Improvements sent one of their sales people, ****, through our neighborhood. As I answered the door he looked directly at our no soliciting sign, ignored it, and proceeded to give his pitch.

  

  Business response

  10/20/2023

  Good afternoon, Mr. ********,

  We hope this message finds you well. We would like to extend our sincere apologies for any inconvenience or frustration you may have experienced due to your home being included in our list.
  
  As a result, we have removed your home from our list, ensuring that you will no longer receive any communications or notifications from us. We value your trust and appreciate your understanding in this matter.

  In the future, we will implement more robust procedures and safeguards to prevent such incidents from occurring again. Your feedback is valuable to us, and we are committed to continuously improving our processes to better serve our customers.

  Once again, we sincerely apologize for any inconvenience this may have caused, and we thank you for your patience and understanding.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April we had our roof and gutters replaced through ********. The cost was $24,000 and they were supposed to help with contacting the insurance company as this was higher than the insurance quoted. After we signed the documents they said after that they dont deal with insurance. *** asked multiple times for a price breakdown so I can work with the insurance company and they wont provide it. We also have issues with the roof holding water and the diverted not being replaced. Also a couple of the downspouts are not connected properly and leak. Ive called multiple times and nothing happens and nobody calls back.

  

  Business response

  10/04/2023

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

  Thank you for bringing your concern to our attention. Our General Manager had a discussion with ************** earlier today to address her specific concerns. In response to her request, we promptly dispatched a detailed letter, delineating the costs associated with the roof and gutter project, thereby providing a clear separation of the expenditures incurred for each product line.
  Furthermore, we took the initiative to forward her service request to ******, who holds the position of Head of Production within our organization. ****** will be responsible for coordinating the dispatch of a qualified team member from our organization to assess and address the issues ************** has raised regarding the project.

  We value your feedback and look forward to resolving your concern as soon as possible.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Midtown was hired to build a deck from start to finish, and be completed within 16 weeks from date of original measurements. measurements were taken the first week of May 2023. Original contract was for a 14'x17' composite deck with cedar handrails. During the consultation we discussed many options for handrails and Midtown could not provide what we wanted for our deck, they told us if we decide to move forward with just the deck and no handrails that would not be an issue. Prior to starting the project we advised midtown that we were going move forward with out handrails- Midtown said that was not an issue, they'd get to work and get us a change order over. A change order was never received, no one could answer my questions, all work moving forward was extremely poor. sub contractor stopped showing up with work still in progress, FORGED a document signing my name saying the project was complete. Deck sat for 3 weeks un-touched, incomplete, construction debris and trash piled in my yard before I was able to get ahold of someone from management. Management attempted to send someone to fix the problems and finish the deck, I was advised by them that the work needed was beyond his capabilities and he would need to take pics and bring them back to his boss to come up with a solution. I had 3 meetings setup where I took time off work to be home to meet with their "project manager" and was blown off, no call/no show 3 different times. Deck is still currently incomplete and not up to code, joist spacing is too large, joist hangers missing, rim joists not secured, the house siding is mangled and cut crooked with 5 inches of open space between deck and siding, all finishing fascia is crooked and miters fit together poorly, screws are missing in many places, extra screws where they shouldn't be, etc. I have advised their GM I would like to end the project where it is at, pay for the material, and seek finishing else where as this company cannot be trusted to do so.

  

  Business response

  10/02/2023

  Dear Mr. *********

  We would like to extend our sincerest apologies for the challenges and issues that have arisen during the course of your project. We acknowledge that it has not proceeded as smoothly as we had both hoped, and we are committed to learning from this experience to improve our services in the future. Your satisfaction is of utmost importance to us, and we are eager to address all of your concerns promptly.

  First and foremost, we want to clarify the initial scope of our contract. Our agreement was centered around the installation of a cedar handrail option, not a low-maintenance rail. It is essential to note that we would not have proceeded with the deck construction at the elevation without handrails, had we been made aware of your preference for their omission earlier in the project. There was a misunderstanding regarding the removal of your old deck before our team's arrival. Our records indicated that you had confirmed the deck had been removed already with our administrative team, but upon arrival, it became evident that this had not occurred. Subsequently, the decision was made for Midtown to remove the old deck, and you authorized the use of the additional funds allocated for handrails towards this expense. Regrettably, this adjustment was not formalized in a change order.

  We understand your dissatisfaction with the initial installer's work, and we take full responsibility for the substandard quality of some aspects of the project. In response to your concerns, we promptly arranged for a cleaning crew to address the issues and ensure the property was restored to an acceptable condition at no additional cost to you. We also collaborated on a punch list of items requiring correction, and personally engaged our most skilled installer to rectify these issues promptly. Your satisfaction with the quality of his work was acknowledged in our text conversations.

  However, we have been made aware that subsequent to these corrections, additional concerns arose, which we have diligently attempted to address. Our records confirm multiple attempts to visit your property, as well as photographic evidence of these attempts. Unfortunately, access to your yard has proven difficult due to a locked gate, preventing us from addressing these outstanding issues.

  We remain committed to resolving any remaining substandard aspects of the project to your satisfaction. Please let us know a convenient time for you, and we will make every effort to rectify these matters as swiftly as possible.
  Once again, we apologize for any inconvenience you have experienced during this project. Your feedback is invaluable, and we are dedicated to ensuring that your expectations are met and exceeded in the future. Thank you for your patience and understanding as we work towards a resolution.
  

  Thank you,

  Midtown Home Improvements

  Customer response

  10/09/2023

  The information provided in Midtowns response is an absolute lie. I have never authorized the re-use of funds for any removal of the deck, there was a bare deck frame remaining upon midtowns arrival, and I was told that being as far removed as it was, that NO EXTRA CHARGES would be made, I was very clear on this with the installer, as I also asked if we needed to DELAY the install to make sure it was fully removed given I only had 1 day notice to remove. The change with the rails was clearly a LARGE miscommunication- and being that this is the business Midtown is in- they should NOT have let that happen and NOT proceeded with work without a proper change order, which I had asked for repeatedly prior to allowing Rob "the installer" start working, they insisted it was not an issue. My project is still incomplete, Midtown was scheduled to show up Friday morning Oct. 6, 2023 and no one came until ~2:30pm parked in front of the house and did not exit the vehicle and left due to rain (light drizzle at best). I have 24/7 recording surveillance  system on the property that confirms this. I was told whatever was not completed on Friday 10/6 would then be completed today- Monday Oct. 9, 2023, again no one showed up today. I messaged ****** (some type of project manager) and he told me he would get back to me about what happened and he has NOT. I will be reaching out in the morning again to figure out where these issues stand. There has been no satisfaction expressed in the quality of work via text. I still have a list that needs to be completed for this project and I would like to end this interaction with this extremely poorly ran company. 

  September 29, 2023 there was no agreed upon work to be performed that day and yes my gate was locked that day. I have 2 very large dogs, in a neighborhood with many kids around, the gate remains locked unless I am expecting work to be completed. 

  I expect all items on this punch list to be completed to my satisfaction. I expect a clear course of communication on what will be completed and when. 

  It is also my understanding that the last visit from the city of Elgin the inspector has failed items on the deck. I was supposed to hear back from *** "the service tech" what those items were and have not. 

  

  Business response

  10/10/2023

  Dear Mr. ********,

  We hope this message finds you well. We are writing to extend our sincerest apologies for the delay experienced on Friday, October 6th, 2023, due to adverse weather conditions. We understand the importance of addressing your concerns promptly and want to assure you that we are fully committed to resolving any outstanding issues.

  In an effort to maintain transparency and accountability, our team has diligently documented all pertinent information related to your project. This documentation will serve as a reference point to ensure that every concern is thoroughly addressed to your satisfaction.

  We would like to clarify that our willingness to work on the project has remained unwavering. Unfortunately, we encountered significant access challenges that hindered our progress until recently. To rectify this situation, we engaged with the city inspectors, and we are pleased to inform you that access to the property has now been reestablished.

  We are pleased to inform you that our dedicated service team is currently on-site as of today, October 10th, 2023. They are fully committed to working tirelessly until every valid issue is resolved, meeting both your expectations and the city's requirements. We understand the importance of fulfilling our commitment to you and ensuring compliance with all necessary regulations.

  Should you have any further questions or concerns or require additional information regarding the progress of your project, please do not hesitate to contact Midtown Home Improvements. Your satisfaction remains our top priority, and we are here to provide any necessary updates or address any inquiries promptly.

  Once again, we apologize for any inconvenience caused by the delay, and we appreciate your patience and understanding throughout this process. We are confident that, with your cooperation, we will successfully bring your project to a satisfactory conclusion.

  Thank you for entrusting us with your project, and we look forward to delivering the high-quality results you expect.

  Warm regards,

  Midtown Home Improvements
  
  

  Customer response

  10/10/2023

  There have been no “significant access challenges” whatsoever, progress halted on my project due to extremely poor management and sub-contractor communication, the only delays on my project have been due to negligence of following up on a poorly chosen sub-contractor. We still have the issue of the forged signature and project completion survey in attempt to collect payment. There was never a time when I agreed to re-use funds of railings for anything else, nor was there a time when I agreed to increase any spending whatsoever. ***** fully agreed on the phone to refund the cost of railings, and immediately flip-flopped that response via text message.  These problems only occurred because Midtown/team allowed them to- I was under the assumption I was hiring a reputable, high quality company to complete this project, and if anything I had asked for or changed would be handled as it should, being they are "professionals" in the industry- I asked for change orders and information- none which was given. 
  

  When given multiple chances to come out and meet with me to go over my concerns in person to avoid wasting any more time I was blown off on multiple occasions when I arranged time off work to be on-site and go over issues, both times were cancelled minutes AFTER the scheduled meeting times. I was hesitant to let work proceed as the issues I have had only been spoken about on the phone with *****, and not viewed in person to understand the extent of the problems. When I explained I need to know what is going on before work proceeds, ***** agreed, set up a meeting with ****** and I, and ****** did not show up. At that point ***** tried to schedule the work to be completed anyways on September 29, 2023- which was the only time the gate was locked. ****** contacted me and came to meet me at the job site Sept 29, 2023 around 4:30pm to go over what is needed moving forward with the project. I will continue to allow the work to be completed and corrected to my satisfaction, at the level of quality that I was sold on getting, which is nothing less than top-tier quality work. There is still a lot to be corrected here, and I expect it to be completed in an EXTREMELY timely fashion given the circumstances of this interaction. 
  
  
  The joist spacing has not been corrected
  -Double rim joist hangers have not been installed 
  -Fascia and bullnose have not been replaced/fitted properly
  -Siding cutouts and damage to my siding has not been corrected/replaced- Gaps cut out in siding crooked/3-5 inches of house wrap exposed 
  -Grading of the soil under the deck has not been corrected (broken cement, garbage, debris, rocks left under there, piles of dirt)
  -Damaged (sledgehammered) deck support 6x6 has not been corrected 
  -Peeling decking boards and fascia boards have not been replaced

  

  Business response

  10/18/2023

  Good afternoon, Mr. ********,

  We hope this message finds you well. ****** ***** assumed ******'s role at the meeting due to his position as the Service Manager and his comprehensive expertise in the task at hand. It is pertinent to note that several days transpired before we engaged the city authorities to regain access, as the client had locked us out of their premises. In support of our claim, we possess both video and photographic evidence documenting this obstruction.

  Key points to consider:

  All framing and joist connection points have successfully cleared the city's rigorous inspections. Consequently, no further adjustments are required in this regard.

  The installation of the fascia and bullnose adheres to industry standards and regulations. It is important to underscore that the client's request for seam-free fascia and bullnose is not feasible due to the deck's width surpassing 12 feet, while the available materials are exclusively supplied in 12-foot lengths. Furthermore, the fastener pattern orientation, which the client raised as an issue, is not a parameter we dictate, and we find it acceptable.

  Acknowledging the substandard quality of the siding work, we promptly undertook its redoing. This encompassed rectifying the cuts, caulking, and substituting flawed siding boards with new ones.

  According to the contract signed at the point of sale, it was the client's responsibility to manage the removal, disposal, and yard cleaning. Despite this, in an effort to improve the situation, we volunteered to clean the yard, an offer accepted by the client, as evidenced in a written text message of gratitude. It is essential to clarify that our contract does not encompass any grading of the ground.

  The 6-inch by 6-foot component has endured without any damage and has successfully cleared the city's inspection. Notably, the client's contract did not include the finishing of the legs, an option that was offered at the point of sale but was declined on account of the associated cost.

  Both the decking and fascia installation adhere to stipulated standards and have been favorably inspected by the city.

  It is imperative that these points are considered when addressing Mr. ********'s concerns and ensuring a fair resolution of the matters at hand.
  

  Thank you,

  Midtown Home Improvements

  Customer response

  10/19/2023

  Complaint: ********
  
  I am rejecting this response because:
  As stated before, there was no time when any one was “locked out of the premises.” My property is always locked and secured, unless there is an appointment to have work completed. The day in question there was no confirmed appointment, I  have video (surveillance) and text message evidence of such. As you know, my property is under 24/7 video and audio surveillance.
  
  For the joist connection points I have text message evidence saying the double joist hangers are missing from my frame that should have been installed, per  the guidelines of “superior quality of work” that Midtown provides, I was told that this component is one of many ways Midtown goes “above and beyond” what is standard to provide a superior quality product. The double joists are not secured to each other in any way, I can pass a stack of paper between them from the top. I also have video/audio evidence of both ****** and ****** agreeing on this issue, and advising me the hangers would be installed, the joists would be fastened together, and the joist spacing would be corrected to the proper spacing by installing an additional joist where needed. This was not completed.
  
  As for the bullnose/fascia fastening and installation, I have video/audio recordings of both ****** and ****** agreeing the quality of installation and fitment is not up to the standard Midtown agreed to provide at time of contract, they also both very clearly stated these components would be replaced, and fitted properly; as there is a clear discrepancy in the installation/fastening methods used from piece to piece, and gaps/crooked cuts between boards that are supposed to mate up to each other. I did not chose Midtown for a “satisfactory” or “passable” job, I chose Midtown for their supposed “superior quality.” The quality provided on the installation of these materials is no better than a DIY’er, and far from what a trained professional would do. All miter and butt joints are excessively large/not straight, and bullnose sections are loose/flimsy. 
  
  The same video/audio evidence also indicates the both ****** and ****** agree that the area under the deck should be leveled and cleared of all debris, and both advised me that this would be completed moving forward. They both agreed that the condition of the soil under my deck is completely unacceptable, and not up to Midtown's standards.
  
  The 6x6 posts- again, were damaged upon installation, split, splintered wood that should not have been used, and then damage due to using a sledge hammer on them is completely unacceptable, again video and audio evidence of ****** and ****** advising it was unacceptable, and would be replaced based on Midtowns “extremely high standards of superior quality.” It is clearly understood that no fascia was purchased to cover the 6x6 posts, and if they were installed properly, in the correct order (at time of building the frame) the damage to the posts would not have been done. 

  It is clear that Midtown's poor choice of subcontractor was a mistake (on their part) and they are not willing to correct the mistakes that have piled up due to that poor decision. All of the issues I have brought up are due to this decision, and rather than going back to that sub-contractor, they are trying to pass the damages/costs on to their client. Extremely poor business practices. This is the same contractor that forged my signature on a completion document to collect payment from Midtown while the project was still incomplete. 
  
  
  Sincerely,
  
  ***** ********

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