Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the door from Menards 8/31/2024. I paid $1,368.00 and the door was considered a special order # ********. I had paid for the patio door to be installed professionally. Recently the internal blinds within the window became stuck and I was unable to raise or lower the blinds or reset the magnet. The blinds are permanently stuck. I reached out to master craft via a complaint and received a response for more information 12/31/24 window issue # *****. Master craft did determine the window pane with the blinds is indeed defective and under warranty. I was advised a new window panel would be sent I asked about installation reimbursement and was told its not covered. Master craft sent me an instructional video replacing a window on a door. The window in the instructional video was half the size of my replacement window panel. When I picked up the window panel the size is taller than me and very heavy and in no way is life the window in the instructional video. I will be required to once again have a professional replace the defective panel. I reached out to master craft again and received no response. I am requesting a refund to in order to hire someone to fix the defective door I was provided. I paid for the door in good faith and had the door installed in my house. I would like a refund for the defective door

  Business Response

  Date: 03/10/2025

  See attached 

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/10/22. The amount is $1731. Composite Gray Fusion Deck Boards. The boards curled up on the edges, I filed a complaint in July 2024 and it took several months to get something resolved, they dont take any phone calls, emails or letters only. Theyre not very good at responding to there emails either. They finally told me that they were going to replace the boards, I responded with a thank you. 11/23/24 I went to ******* to pick up the boards because thats where they sent them. They were all covered, but I noticed that 2 boards were damaged, Menards made a note of it and I brought them home and proceeded to unload them. The boards that they sent me are rejects, these boards are worse than the original ones that I got.

  Business Response

  Date: 12/17/2024

  See attached 

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

                              BBB,                                                                                                                                                                                                                                                                             Enclosed you will see the communication I've had with both Menards and Midwest Mfg. Let me make myself clear, I would accept their Warranty pertaining to the countertop, IF, they would pay for the Removal of the countertop from my residence, Crating of the countertop to Menards and back to Midwest Mfg. Along with them paying for Redelivery, mounting of new countertop and any and all added charges including my $385.00 out of pocket expense of having the countertop refinished.                                                                                                                                  Countertop was installed by contractor ************************* Custom Built Homes Imp. ************************* leaves his Business Card with Menards and seeks jobs through referrals from *******. When the countertop was installed it looked Great. However when morning arrives and the light comes through the windows at a different angle,low and behold you can see this noticeable unfinished Quartz on the corner of the countertop approximately 14" x 3". This definitely was not visible the day before. Time of day, angle of light this was our only answer. I believe the video which was sent to ****** had a lot to do with ******* answer of Warranty. Before he was going to send me buffing pads and a liquid that was supposed to fix the unfinished Quartz but once he got the video it was send the countertop back we'll Warranty it. They saw it was installed and who in their right mind would remove it at their own expense.                                                                                                            BBB I need your help in resolving this issue. $385.00, on top of what I spent for an item that somehow got through Quality Control faulty. I believe I should be reimbursed for my out of pocket expenses for an item that was not properly finished.                                                                                                                                                                                                                                                                                                                                                                                                                                                             Thank You,                                                                                                                                                                                                                                                                                         *******************************

• Initial Complaint

  Date:07/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/13/2023 we purchased $3879.72 of Cedar Tone lumber from Menards to build a deck. The Cedar deck was installed for $6500 on 9/6/2023. The deck lumber required 6 months before staining or sealing. In April we prepared the deck to stain following the manufacturer and Menards recommendation exactly.The Problem:The majority (9 of 13 posts) are twisted and cracked. Top and bottom rails are warped. The deck planking warping and seeping excessive amounts of sap. The deck was stained according to the manufacture instructions, Whenever the deck gets wet it dries with a white film. The entire deck looks awful.Menards told us that this would be covered under the manufacture warranty. We filed an "Installed Guest Complaint Form" and submitted it on April 29th, 2024. We received a letter from Midwest Manufacturing on May 22nd stating that they were reviewing the claim. There have been no further calls, letter or attempt to resolve the issue from them. The Menards Store Managers have been trying to get a response several time with no luck.Due to the defective product we have requested the material and labor cost refunded. We already paid for the deck once.

  Business Response

  Date: 07/19/2024

  see attached

  Customer Answer

  Date: 07/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Midwest Manufacturing claims that any issue with the lumber is "weathering", however 9 of13 post are twisted, split and cracked causing the rails to bow. It is obvious was not treated correctly before delivered. I spent $10,000 to remove and build a new deck. The cost to replace the defective lumber should be covered as part of the agreement - since I already paid for installation once. Based on the brochure and recommendation relating to the Cedar Tone product, I never expected the quality, fit and finish to be this poor - and would in no way recommend or use this product ever again based on how we have been treated.

  Pictures are attached.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Purchased the product Ultradeck Quick cap deck cover boards From Menards on April 12, 2016. 180 boards and the hardware needed to install. price of $2563.00 boards. $128.00 Hardware.Originally contacted them abut two issues. First is the boards where shrinking leaving large cracks between the boards. The second issue was some of the boards were "Splintering". After many many emails with pictures the customer service ************ said the construction of the decks were improper. I took great offense to this because the deck was built with the premium lumber that was purchased from Menards and was build well above most deck standards. When dealing with the customer service rep ****** was very unclear with his questions and answers. Basically saying the deck was improperly built. I disagreed with his conclusion because of many reasons. 1) The wood deck boards the decking was placed upon was in great condition. The ************* was installed because of the safety of my grand children. They claimed it was not... 2) The boards were installed in conjunction of the installation instructions. 3) **** also said that compost decking because of they way its made does not shrink. This is not a true statement. It's proven that compost decking will shrink if improperly manufactured This was a point of disagreement we don't agree. A little more to the story, I went to my local Menards store and asked the service pro's about this. One of the store personnel did say he had heard the same story from other contractors/homeowners that had made the same complaint. One gave me a piece of currently manufactured *************** to compare with a older board from my build. They agreed it was different. Please read the attached document to get the rest of the story.Thanks

  Business Response

  Date: 11/14/2023

  See attached document.

• Initial Complaint

  Date:09/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made 2 separate purchases of Exterior composite deck boards . Even though they are the same SKU #, the material is quite different from the first order to the second. There is a difference in texture, dimensions and color. I purchased this material from Menards and their building department managers acknowledged there is a difference, but I was told they cant help me. Ive emailed *******************, Guest Relations for Midwest manufacturing, and explained the situation. I was told to send pictures of the deck material , which I did. Unfortunately, this material needs to be compared in person to fully understand the difference, which Menards has done but midwest manufacturing wont do. Ive tried everything I can at my end, with no resolution.

  Business Response

  Date: 10/12/2023

  See attached document. 

  Customer Answer

  Date: 10/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  I do not accept the answer they have given. The company continuously states , the color difference is expected from the two different orders . There are other problems with this material . I mentioned before , that there is a height difference , not length.  And texture of surface is very different.  I paid for the best material sold by this company to avoid this problem. Menards assured me , I wouldnt have this problem. 
  Regards,
  
  *******************************

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Ultra deck boards are not of the same quality as the previous boards I purchased from Menards. The boards have a wavy seam and the coating does not have a shine as the original. All I ask is replacement of the 36 boards approximately 160sq ft. I installed over 500 sq ft of the original deck with no problem. This addition was added this year and the contrast and color are completely different. I ask for a rep to look at it and the refused. I talked with ******************* and she just blew me off. I also helped a friend with her deck of 400sq ft with the same material but a different color and the deck is beautiful. Again all I ask for is replacement boards no money. I installed well over **** sq ft of this material and this 160+ ***** gave me nothing but trouble and I believe the manufacturer and an issue with this lot of boards. Thank you

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my second time submitting my complaint about Ultra Decking boards purchased from Menards. I also submitted a complaint to the *********************** but got the same explaination. We have had two different qualified contractors build the deck and they built it according to the directions. I don't understand how the problem is with the subframe when concrete footings were used so its not touchng the ground, they double checked the levelness of the deck, extra joist boards were added and they were done 16 inches on center like the directions state. Also I would like to know how installation as anything to do with the boards cracking and bubbling up? What I find interesting is if you would read your reviews a good majority of the complaints, people are experiencing the same problems that I am having and everyone is given the same excuse of poor installation. How can every contractor be installing your product wrong? My next step is small claims.

• Initial Complaint

  Date:07/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a fence from Menards in *************** on 5/14/23. We had it delivered a few days later wrapped up in a pallet. On 5/20/23 we rented equipment for assembly, we set the cement for the posts and we had our help available for that day. So as we were assembling the fence we were noticing that a lot of the panels had large gaps between them and not to mention there were other panels that had some sort of damage or stains on them. The panels that had large gaps were longer than the 8ft. So we had to cut them down to size to fit the posts. Which took a lot of our time. We called Menards that day and told them this and they said we can bring them back, but we had about half of the fence installed already, and having to return the fence would've been a huge hassle considering the equipment rented for the day and the help that was there and etc. So instead we decided to file a complaint with Menards regarding the fence company. The Manufacturing company hasn't been very responsive to our claim. We've had to call Menards several times to find out what is going on. So just recently I got a letter from them stating that they will return the fence panels to Menards for the damaged ones and that's it. Originally when ******* had asked what we wanted out of this, we said to take money off for the inconvenience and the time it took to assemble. But expecting us to take our fence apart right now after it's already assembled and return the panels is not what we want to do. Once again that is another huge hassle. We sent them an email explaining this to them and they haven't replied so that is why we're contacting you. We will enclose pictures of the fence panels and will include the original complaint form.

  Business Response

  Date: 08/11/2023

  see attached

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased decking material from ****** **** ******** **** that was manufactured by Midwest Manufacturing. The decking I purchased was rustic grey, but I ended up with 1/2 of the grey and 1/2 of Sandstone color, not noticeable. until it was installed. The purchase date from ****** **** was 3/15/2023. The purchase price was $1431.64. I first complained about the difference with ******, and filed a complaint with them, a letter was forwarded to Midwest Manufacturing, and they were asked from reimbursement of 50%. of the purchase price. we did receive a letter stating we would not be reimbursed monetary compensation.I have again reached out to the company, thru e-mail with pictures, and told to wait for up to 60 days for the boards to fade, I did that, and the last communication I received stated that this fading could take up to one year, I the meantime I still have a two colored deck, with the company holding the warranty not interested in helping me resolve this issue. I asked in a e -mail for materials to replace the wrong color of the boards, but, that was not answered.

  Customer Answer

  Date: 07/17/2023

  I wish to Thank you for your help to resolve this issued we had with Midwest Manufacturing. We have not heard from this company, but the company we purchased their product thru has reached out to us.
  
  Plese see information forwarded. I wish at this time to close this claim.
  
  I am pleased that Menards has been helpful, and wanted to satisfy our complaint, however, I am disappointed that the manufacturing company did not seem to be interested in
  helping us with our problem
  
  Thank you again for your assistance.