Complaints

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

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  Morgan Exteriors, Inc.

  15915 N Florida Ave Lutz, FL 33549-8105

  
• 

  Morgan Exteriors, Inc.

  6151 Lake Worth Rd Greenacres, FL 33463-3074

• 

  Morgan Exteriors

  5220 Shad Rd #206 Jacksonville, FL 32257

• 

  Morgan Exteriors, Inc.

  1255 La Quinta Dr STE 100 Orlando, FL 32809-7754

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:07/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having problems with getting Morgan to fix issues of the job they did for me.

  

  Business Response

  Date: 08/07/2024

  Thank you for sharing your feedback. We apologize for the issues you experienced with the completion of your job.
  According to the last notes in our database, our service team completed the project to *************************** satisfaction. If this is not the case, we would like to know so we can address any outstanding concerns.
  Once again, we apologize for the inconvenience and are committed to making this right. Please contact us directly so we can resolve this matter promptly.
  Best regards,

  Team Morgan 

  Customer Answer

  Date: 08/08/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/28/2024

  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.

  On October 21st ********************************************************************************************************************* returning to my home all windows were replaced except the bathroom window they gave me the run around saying the window was on back order but it still hasn't came in or been replaced to date

  

  Business Response

  Date: 06/27/2024

  Per the last notes in our customer database. This was a miscommunication and the Mr was going to be removing his complaint.  He was only charged for 10 windows. Not 11 

   

  Thank you  

  Team Morgan 

  Customer Answer

  Date: 06/29/2024

   
  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. ********************************* was very helping in resolving my issue 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/17/2024

  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.

  I purchased a door from Morgan Exteriors in March 2023. The door was scheduled for initial delivery in August but subsequently delivered in October 2023. The door was installed and failed inspection by Orange County inspector. Morgan exteriors sent out the same people who installed the door to correct the failed install. The door did not open nor close properly . I reached back out to Morgan exteriors and they sent someone else out to correct. The door was not leveled and lock was not installed properly. Ive called Morgan exteriors again and reported to them the door does not operate properly. Once again they send a repair man out and he states that due to the first installation being improper this door would need to be reinstalled all over again but would try and fix the problem if possible. The installer informed Morgan Exteriors of the parts that would be needed for this door. Several times the installer returned to fix door with incorrect parts that were ordered by Morgan Exteriors. It is now May 2024 and Morgan Exteriors have yet to fix the door. *** reached out every month requesting management to call back but to no avail *************** does not return calls. *************************** has been assisting with the matter but does not follow through as well. Its been over a year and Im still going through this with Morgan Exteriors. My door does not operate properly. They do not return phone calls and are very hostile towards you because of your disappointment with there service.I spoke to *************** the manager a couple of times and he has not followed through on his word. *** stated he would get my door fixed and refund me some of my monies as of today none of that had happened. I called *************** twice this week and he declined to get on the phone requesting the the operator to tell me he will call me back next week. This company does not live up to its expectations. They take your make and thats it but give you a lifetime warranty however dont live up to it.

  

  Business Response

  Date: 05/21/2024

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delays and the inconvenience you have experienced with your door installation.
  We understand your frustration and regret that it has taken an extended period to obtain the correct parts from the manufacturer. Your project was initiated in March 2023, and we acknowledge that the initial installation and subsequent repairs have not met your expectations.
  Our records indicate numerous attempts to address the issues, including phone calls and emails between you and our office. Despite our efforts to rectify the problems, we recognize that the process has been longer than anticipated, and for that, we are truly sorry.
  To provide some context:
  The door was purchased in March ************************************************************************* October 2023.
  The door failed the inspection by the Orange County inspector, and subsequent repair attempts did not resolve the issues.
  Our team has made multiple visits to correct the installation, but the parts received from the manufacturer have been incorrect, causing further delays.
  The most recent repair was scheduled for 5/23/2024, to address the remaining issues with the strike plates and door lock.
  We understand your disappointment with the communication and the time it has taken to resolve these issues. Our team is committed to ensuring your door is fixed correctly, and we apologize for any perceived hostility during this process.
  We assure you that we are taking your concerns seriously and are working diligently to bring this matter to a satisfactory resolution. We will continue to follow up on this issue until it is fully resolved.
  If you have any further questions or need additional assistance, please do not hesitate to contact us . 

  Thank you again for being a valued customer 

  Team ********************** 

• Initial Complaint

  Date:04/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract was signed 12/10/2021 JOB STILL IS NOT COMPLETED Kitchen remodel Every single cabinet and cabinet door is cracked, chipped and scratched upon delivery or installation and currently still falling apart. Company will not answer emails or phone calls or do anything to FINISH the job or replace the broken, chipped, scratched, and cracked cabinets or doors and will ignore me every time I bring up the microwave vent not even being installed. Business has not made any attempt to resolve.Cabinets above fridge are chipped, doors are as well. All upper and lower cabinets have chips and scratches from every day use and need to be replaced. The repair does NOT work. There is not one cabinet or door that is not messed up in some way. Some rails have cracked off the cabinets and still NO one has tried to resolve. Doors are crooked and uneven. The quality is absolutely awful. Between 26 cabinets, doors and drawers not one is free of chips, scratches or cracks and are not straight on rails. Microwave vent is still not installed either which means the job is still not completed. Cabinets were sat on the floor transition slips incorrectly or improperly causing flexing. They said we need our flooring people(we do not have flooring people) to figure it out when they were installing them instead of fixing it/doing it right during install. Sink faucet is not installed properly and barely retracts and the outlet needed to be replaced within a month of install (not by Morgan Exteriors) because it was sparking and blowing fuses.

  

  Business Response

  Date: 05/21/2024

  We sincerely apologize for the issues you've experienced with your kitchen remodel and for any frustration caused by our lack of communication. We take your concerns very seriously and want to address them promptly.
  According to our records, the job was completed in February 2023. At that time, the specific issues you have mentioned now were not brought to our attention.
  That said, we understand that problems may not be immediately apparent and can become more noticeable over time. While we do note that everyday wear and tear is not covered under your warranty, we are committed to addressing any installation or material defects that fall within our coverage.

  We appreciate your patience and would like to schedule an appointment at your earliest convenience to inspect and address all the issues mentioned. To proceed with addressing and resolving your concerns, we kindly request that you provide us with photos of the specific problems, including the cracked, chipped, and scratched cabinets and doors, the microwave vent area, the floor transitions, and the improperly installed sink faucet. These photos will help us understand the scope of the issues and allow us to prepare adequately for our visit.
  Once we receive the photos, we will promptly schedule a house visit to assess the necessary repairs and ensure we bring the appropriate materials and tools.

  Thank you for bringing these matters to our attention. We are committed to resolving these issues promptly and ensuring your satisfaction with our work.

  Team Morgan 

  Customer Answer

  Date: 05/23/2024

   
  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.

  I have also spoken to Morgan Kitchens on the phone and they requested that I also send pictures to someone named ****** and ****. I did so with an email with about 20 pictures two different times with no response that they have received. I can only attach 5 photos but there is a lot more I have communicated with. These are the condition in which we received the cabinets. And the crayon look "repair" is the attached repair from the installers.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/24/2024

  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.

  Won't stop calling at least 3x day..

  

  Business Response

  Date: 05/08/2024

  I'm terribly sorry for the inconvenience this has caused you. It seems there was some confusion regarding your inquiry about a window replacement project. Your request has been noted, and we've removed your number from our system to ensure you won't receive any further calls. Thank you for bringing this to our attention, and I apologize again for any frustration it may have caused.

• Initial Complaint

  Date:03/18/2024

  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.

  On 5/18/2023 I hired Morgan exteriors *** to replace 5 windows and 3 sliding doors in my house I was quoted a cost of $38k+. On 6/2/2023 they cam to measure the doors and windows to be replaced. 2 weeks later I was informed that 2 of the windows that had half moon glass over the operating windows that were to be replaced had also to be replaced if the operating windows were to be replaced this was an up charge of $5k. On Aug 25 2023 they came to install the windows and doors. They cut out stucco around the windows and doors that would need to be replaced and one of the doors which was to be a 3 panel stacked sliding door was wrong as it ended up being a solid panel and 2 moveable doors the opened over each other change the opening from 6 to 30. They reordered the door. In the mean time there are drain holes from the inside of the house to the outside that are open allowing bugs and small lizards into my house. In September they arrived to repair the stucco on the house around the windows and doors. Note the wrong door is still installed and they are redoing the stucco. In October they arrive with the new supposedly correct door. They tear out the door tracks install the new ones which are wider they break the new stucco along the bottom of the new track and damage the wall opening on the inside. They went to install the glass panels to find out that that they are the wrong size They are too big for the opening. They reinstall the previous panels saying the house is closed up and they will reorder the correct panels. The new doors arrive in Dec. they come in ******* to install and they are still wrong. They came in March to finish it and it is still wrong. The stucco has not been repaired or painted either. They called the loan and they have received full payment.

  

  Business Response

  Date: 04/10/2024

  Dear **************** ,
  I hope this message finds you well, although I understand your frustration must be at an all-time high given the recent issues you've faced with your window and door replacement project with Morgan Exteriors **** Please accept my sincerest apologies for the multitude of challenges you've experienced throughout this process.
  It deeply concerns us to learn that most of the issues appear to stem from manufacturing mistakes, resulting in significant delays and inconveniences for you. I want to assure you that we take full responsibility for these errors and are committed to rectifying them promptly.
  Your satisfaction is paramount to us, and we understand the importance of ensuring that the project is completed to the highest standards. It is regrettable that despite our attempts to contact you to schedule the necessary service to address the outstanding issues, we have not received a response. Please accept our apologies for any communication lapses on our part. 
  Rest assured, Our team is prepared to go above and beyond to ensure that the remaining issues are resolved to your complete satisfaction.
  I kindly request that you reach out to us at your earliest convenience to schedule the service needed to correct the issues you've encountered. Your feedback and cooperation are invaluable to us as we work towards a swift resolution.
  Once again, I apologize for the inconvenience and frustration this situation has caused you. We are committed to earning back your trust and ensuring a positive outcome for your project.
  Please feel free to contact us to discuss further or to schedule the necessary service.
  Thank you for your patience and understanding.
  Warm regards,

  Team Morgan 

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21448341
  
  I am rejecting this response because: It states that I have not responded to their contacting me to resolve the problem.  They contacted me on Tuesday April 9 at 10:59 am and left a message.  I returned their call on April 9 at 11:22 am  and did not get a person to answer the phone I left a message that I was returning their call.   They finally called back late on Wednesday April 10  at 2:32 PM and we set a date to install the new door panel.  I still have no date to have the stucco repaired or the house painted.  I am not pleased with the fact that water, dirt, bugs and lizards enter my house through the holes in the door track.    I have attached pictures of the damaged stucco  and the water pooling in the track inside the house as well as the dirt that has washed in.  This has continued each rain storm we have had since they installed the first doors last August.   They did not respond to this complaint till today April 10 after I told them I had complained tot he BBB.   
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/01/2024

  Thank you for reaching out to us regarding the recent communication concerning your project. We sincerely apologize for any confusion or frustration caused by the timeline of our response to your initial complaint. We acknowledge your efforts to communicate with us and apologize for any inconvenience caused by the delay in our response. We apologize for any difficulty you experienced in reaching a member of our team. We appreciate your patience as we worked to resolve these issues to ensure that your home is restored to its proper condition. 

  T**** you for providing us with pictures of the damaged stucco and the issues with the door track. This information was helpful for us to expedite the resolution and ensure that your satisfaction is met. 

  Upon reviewing our records, it appears that your project has indeed passed inspection with the county, and the stucco repair has been completed. Now that your project has been inspected and passed, be on the lookout for a member from our service department to reach out to you regarding a post inspection service visit. This is for the missing caps on the windows/doors that cannot be installed until the project is inspected. 

  If you have any questions or concerns please feel free to reach out to our office directly at ************* 

  Thank you 

  Team Morgan 

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21448341
  
  I am rejecting this response because: In none of their responses have they addressed the added expenses I have incurred with the slow response to addressing the problems.  I was informed today that the covers needed to seal the doors so water will not continue to come into my home were not included when the doors were ordered so they will need to be ordered again.  As my house is still open to the elements of dirt and water and still allows heat and air conditioning to seep outside I am far from pleased with saying the job was 95% complete in January and started the loan accruing interest.  You wanted full payment when the job was not complete and it has dragged out an additional 5 months so far.  I planned to pay the loan in full but since the job is not complete I am hesitant in doing so.  Thus I am now paying interest on the loan.   We will not talk about the elevated electric bills as a result of heat leakage to outside or the problems of bugs and lizards that come in thru the drain holes.  I await your latest time table for when the parts will be available to seal my home from the outside environment.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/29/2024

  We apologize for any upset this situation has caused. We understand your frustration and want to address your concerns thoroughly.
  Regarding the window and door caps, these were the only items missing from your project. While we acknowledge the delay in their installation, we want to assure you that these caps / replacement panels do not affect the performance of your windows and doors nor will they impact your utility bills. As such, no compensation will be provided. The caps were delayed and installed after the inspection took place, but the integrity and functionality of your windows and doors remain intact.
  You are correct in stating that we contacted you for the final payment when the project was substantially complete, as per your contract agreement. Once the project reaches substantial completion, your financing terms begin, and payments are due. Morgan Exteriors does not control the terms set by the financial institution regarding your loan. We understand this can be frustrating, and we apologize for any inconvenience caused.
  As of May 24th, we completed the installation of the caps/ panels, and we consider your project complete. If there are any additional issues or concerns, please do not hesitate to reach out to us directly.
  Regarding your concerns about the added expenses incurred due to the delays, and the continued exposure of your home to the elements, we are deeply sorry for the inconvenience. We were unaware of ongoing issues beyond the installation of the caps. We will promptly address any remaining concerns to ensure your home is properly sealed and secure.
  Please let us know the specific issues you are experiencing so we can take immediate action. We are committed to resolving this matter to your satisfaction.
  Thank you for your patience and understanding. Please contact us at your earliest convenience to discuss any remaining concerns.
  Sincerely,

  Team Morgan 
  

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21448341
  
  I am rejecting this response because: According to the response the caps were installed on May 24th.  Though they were scheduled to install the caps they never showed up.  I waited the day till 4:00 pm after which time I needed to attend to other business.  At 5:30 I saw that I had a message from and unidentified call that they would be arriving at my house around 4:30.  My appointment was between 1-4.  As to statements that the integrity of my home has not been compromised I find that to be insulting as I have had water intrusion through the holes in the tracks as well as dirt build up and insects entering.  To say there is no heat loss or cooling loss is just ridiculous as any reasonable person would see.  

  I get the fact that you do not want to compensate for the poor workmanship and horrible delays of this project.  I find it regretful that customer satisfaction has fallen out of regard in today's society.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/13/2024

  I sincerely apologize for the inconvenience and frustration you have experienced. I understand how disappointing it must have been to wait for our technician on May 24th, only to find out they would be arriving late.
  According to our records, we did call on the day of your scheduled service to inform you that our technician would be arriving a few moments late. Our technician arrived at 4:10 PM, but no one was home to allow us to complete the service. I understand that this does not align with your experience, and I apologize for any miscommunication.
  We acknowledge the impact of the missed appointment and the subsequent issues you have faced due to the delay in installing the caps. We are committed to resolving this situation for you. As of today, June 13th, your service appointment is rescheduled for June 19th between 12-4 PM. We will ensure that our technician arrives within the scheduled time frame and completes the service to your satisfaction.
  I apologize if any previous statements regarding the integrity of your home came across as dismissive. Your concerns about water intrusion, dirt buildup, and insect entry are valid and should have been addressed promptly. We take these issues seriously and will make sure that they are properly resolved.
  We regret that this experience has led to your dissatisfaction with our service. Customer satisfaction is important to us, and we are committed to making things right. If you have any further concerns or questions, please do not hesitate to contact us. 
  Thank you for your patience and understanding. We look forward to completing this project to your satisfaction on June 19th.
  Sincerely,

  Team Morgan

  Customer Answer

  Date: 06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best they are going to provide and they fell no compensation is necessary.  I know in the future who not to use again  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/21/2024

  Type:Order 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 have used Morgan Exteriors for a number of projects. Their work has been satisfactory. However, my last experience involved some misleading information regarding their 0% interest financing promotion. Morgan offered a 0% financing option. In our past transactions the program completed as advertised. We made the specified monthly payments until the balance was paid at 0% interest. For our last project Morgan offered the same 0% financing. On this project Morgan provided no paperwork to us. Because of our last positive experience we did not question the lack of financing documents. Apparently, Morgan now uses a company called ******* Services. This company has a very bad reputation and has been described as predatory. In reality the 0% offer was for only 18months, after which a nearly a 19% interest was charged. There was never any notice that the scheduled payments would not pay off the loan within the 18 month period. There was no notice that interest was being charged. ******* Services only provided in very small print in the monthly statement that finance charges would apply after the 18 month promotion period. I should have been more dillegent, but I trusted Morgan based on my past experience. I paid almost $1700 in interest before I discovered the charges. I had the resources to pay off the loan before accumulating more interest charges. However, many people don't have the resources and are stuck in a 19% loan rather than 0%. Morgan needs to provide more disclosures to its customers and stop using such an abusive financing company.

  

  Business Response

  Date: 03/07/2024

  This customer did not read his finance documents and thought the minimum payment would pay off loan before interest started accruing. When he realized he was paying interest and he only paid the minimum payments he immediately went to thinking we mislead him. We spoke with Service Finance which informed me that at the bottom of every monthly statement he received it made him aware of his promotional plan period.(he says its in small writing and misleading) however it is on every statement and on his documents he signed to proceeed with his project.  
  
   He signed his contract/financing on 6/23/2023 and is only now filing a complaint. We believe this complaint should be directed at the finance company and not Morgan Exteriors as this is not a complaint on services performed. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21321240
  
  I am rejecting this response because:  ******************************** serviced the loan,  Morgan was responsible for promoting a misleading loan promotion.  Also, the representative did not provide any loan documents to us and gave the impression that the loan terms were the same as our previous loan. All I ask from Morgan is that they insure future  customers are provided documents and loan terms are provided accurately. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/18/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 30th we paid Morgan Exteriors in full with the agreement (see email attached) they would complete the work within 1 week. As of December 15th, the work has still not been completed. We have been trying to get a date from Morgan for over 2 weeks on when the work will complete and still do not have a date scheduled.The company did not follow through with their commitment and lied to receive payment from us. Upon most recently contracting them to complete the work, they had not even ordered parts to replace damaged doors. They have made no effort to make good on their commitment.

  

  Business Response

  Date: 01/03/2024

  Dear ******************,
  Thank you for bringing this to our attention. We've been in contact with you a week prior to this complaint, addressing the remaining issues. Rest assured, all necessary parts have been ordered, and we're eagerly awaiting their arrival to proceed with installation. We can only install parts that are in our possession.
  Regarding payment and completion timelines, upon substantial completion in October, payment was rightly due. We appreciate your cooperation. We never intend to promise exact timelines for remaining items, knowing we rely on manufacturers for their delivery. We apologize sincerely for any inconvenience caused.
  Once the remaining items arrive, we'll promptly install them. We're confident that your kitchen will exceed your expectations, and we hope you'll love the final result, especially over the holidays. Your satisfaction remains our priority.
  Thank you for your understanding and patience.
  Warm regards,

  Team Morgan 
  

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21015435
  
  Thank you for the response. I am rejecting the response.
  You are correct that you were in contact with me prior to submitting the complaint.  The communication with you prior to submitting the complaint was initiated by me on 11/22.  I reached out on 11/22 as we had not heard anything from Morgan Exteriors since the installer was unable to complete the work on 10/20/2023. 
  The complaint was submitted on 12/16 after a week went by without Morgan Exteriors responding to us regarding completion of the work.  After reaching out multiple times after 12/16 it was not until 12/20 that we finally received a response.  During this communication Morgan Exteriors (on 12/5) asked what the missing parts are so it is clear, the missing parts were not ordered in an attempt to complete the work.

  
  Regarding the necessary parts being ordered the installer showed up on Dec 27th without the required parts to complete the work.  Additional parts were damaged and could not be installed.  As of January 4th, ****, Morgan Exteriors still has not reached out or answered our emails regarding how and when the remaining work will be resolved.

  
  Regarding Morgan Exteriors committing to exact timelines.  The exact wording from the email communication sent from Morgan Exteriors states:  
  This email will as act as affirmation of our conversation. We will return next week to address the remaining services. 
  At the time that email was sent,the remaining work was understood by the individual that sent the email communication.  If it was not realistic to get the parts in a week, the commitment should have never been made.  Even if Morgan couldnt complete the work within the committed timeframe, I would have expected some communication regarding that.

  
  Regarding my satisfaction being a priority.  On September 30th 2023 it was committed that the work would be done within a week.  As of January 4th **** we still do not know when the kitchen will be complete and Morgan Exteriors has not contacted us since the installer was out on December 27th or responded to our on January 2nd requesting an update and alignment on understanding on the remaining work

  
  Since I still have no date on when the remaining items will be resolved and Morgan Exteriors has not contacted me with any acknowledgement of the remaining work their response must be rejected.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/30/2024

  Dear ******************,
  Thank you for bringing your concerns to our attention regarding the completion of your service request. We apologize for the inconvenience caused by the delay in obtaining the replacement pantry door for your warranty claim.
  As you mentioned, ************** was unable to complete the entire service on December 27 due to the unavailability of the replacement door panel. We understand your frustration, and we want to assure you that we take your concerns seriously. Upon receiving the replacement panel on January 25, we promptly contacted you to schedule the installation for January 30, 2024.
  We appreciate your patience and understanding as we worked to resolve this issue. Our goal is to ensure that you receive the quality service you deserve, and we apologize for any inconvenience caused by the delay in receiving the warranty panel in order to complete your service.
  If you have any further questions or concerns, please don't hesitate to contact us. We are committed to ensuring your satisfaction with our services.
  Sincerely,

  Team Morgan 

  Customer Answer

  Date: 02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the 7 month nightmare dealing with Morgan Exteriors is over.

  I find that this resolution is satisfactory to me.
  

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/23/2023

  Type:Order 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.

  This complaints is about how unhappy and disappointed we are with Morgan Exteriors. We signed a contract with Morgan Exteriors on Jan. 23rd 2023 for 1 window & 6 impact doors. It is now October 23rd, 9 months later and we only have 1 window & 2 doors installed. One door installed leaks water.The salesman that sold us our contract lied to us while selling us on how good Morgan products and company is while having cocktails with us after 6:00 in the evening. We were broken into and robbed a month before and my wife was very worried that it might happen again. Morgan's salesperson told us their impact doors were the strongest in the industry and it would take hours for a burglar to break into the impact door with a sledgehammer. He said that most likely the burglar would get too tired and give up. Morgan's salesperson also said that what makes Morgan Exteriors such a better company is Morgan doesnt use any subcontractors. Morgan has their own install crews that have been with the company for many years. These install crews are highly experienced and do a much better job of installing than all other companies that use subcontractors. This is why we signed the contract that was more expensive and higher priced. The subcontractor that installed our first door told us they work for other companies, not just Morgan and the impact door they installed is the same as all other companies use. He laughed when I asked him if the door could withstand a hit with a sledgehammer. At the time we signed the contract with Morgan they were running a promotional 75% discount on labor. Our contract only has the total price of all items. We have asked our salesperson, ******, and ***** in ***** many times for an itemized summary of all items on out contract. Our salesperson has never responded back to us on everything we have texted him after the sale. Both ************** said Morgan never itemizes a contract because it is too difficult. We believe we were charged too much.

  

  Business Response

  Date: 11/16/2023

  Dear **********************
  I hope this message finds you well. We wanted to extend our sincerest apologies for the inconvenience caused by the recent issue you've experienced with your door installation. 

  Please know that we are actively engaged in resolving this matter. Our team has arranged for installers to address the leaking doors and install the new doors that previously we could not install, rectifying the errors made by the manufacturer. This service is scheduled for November 17th, aiming to swiftly resolve this inconvenience for you.
  We understand the frustration this situation may have caused, and your comfort and satisfaction are of utmost importance to us. Rest assured, your product is covered by a lifetime warranty, and we are committed to ensuring that any issues are promptly addressed to meet your expectations.
  Should you have any further questions, concerns, or additional assistance is needed, please don't hesitate to contact our office. We are here and dedicated to assisting you through this process and ensuring your complete satisfaction with our products.
  Thank you for your patience and understanding as we work diligently to resolve this matter. We truly appreciate your continued trust in us.
  Warm regards,
  Morgan Exteriors **** Team

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20770059
  
  I am rejecting this response because:

  The recent installation of another double door that was not installed correctly and also because Morgan is not acknowledging two doors installed that leak water and need to be replaced. Our front double door that was recently installed is uneven. Both doors do not line up evenly with uneven gaps on both sides. One corner of our crown molding was damaged. There are s**** heads sticking out of the most of the hinges because the screws were not screwed in all the way. The grout around the frame of the doors is terrible and very uneven. The installer who installed the front double doors took pictures of water leaking through two other single doors installed between the impact glass and wood frame. The installer told us he was going to show these pictures to management and said that both doors need to be replaced. Morgan has not called us to acknowledge these leaks and when asking them on the phone they seemed surprised by this. We signed a contract 10 months ago for 6 doors and to this date all 6 doors have been installed incorrectly many times. We paid a higher price for these doors because of the salesman lying to us. We want a billing adjustment as we were charged too much and can't get an itemized invoice from Morgan. We have lost confidence in Morgan and also feel Morgan doesn't have an ability to finish our job correctly.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/16/2023

  Dear **********************
  I appreciate your candid feedback, and I want to assure you that we take your concerns very seriously. I sincerely apologize for the challenges you've encountered with the recent installation of your doors, and I understand the frustration this has caused.
  Upon reviewing our records, I see that we have documented your concerns and made numerous notes to address the leaks, adjust the doors and install the doors with the correct color threshold that we have been waiting for from the manufacturer. Please know that your satisfaction is our top priority, and we are committed to making this right for you.

  I want to emphasize that we are not taking your concerns lightly. Our team is fully aware of the issues you've outlined, and we have a plan in place to address them comprehensively. I understand your desire for a resolution, and we are working diligently to ensure that the upcoming installation on November 17th will meet your expectations.
  I want to assure you that we are committed to resolving all outstanding issues and delivering a finished project that exceeds your expectations. I understand your frustration, and we are taking immediate steps to rectify the situation. I understand that you may have lost confidence in our services, and for that, I am truly sorry. We value your business, and we are committed to restoring your trust through the successful completion of your project. If you have any additional concerns or questions, please don't hesitate to contact our office for any questions or concerns. 

  Regarding your request for a billing adjustment, I assure you that we will thoroughly review your concerns. We want to remind you that our agreement states clearly under Delay / Unknown conditions:  -   I also understand that the work could be delayed by events that the contractor does not control and that is acceptable to me...  We want to point out that manufacturer defects are listed under that category . 

   Thank you for bringing these matters to our attention. It is unfortunate that we are at the liberty of our manufacturer. We appreciate your patience as we work towards a resolution.

  Sincerely,
  Team Morgan 

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20770059
  
  I am rejecting this response because:

  Morgan once again came out to replace the exterior double doors in the rear of our house. This was the fifth time and brought a damaged part. These doors didn't get replaced. Morgan blamed the manufacture for the damaged part. Morgan has always blamed the manufacture for all the mistakes. Morgan installers can't install exterior doors correctly. We are going on nine months now with 6 doors installed incorrectly. We have two single exterior doors that leak water and now Morgan doesn't want to replace these. This is unacceptable! 

  We have asked numerous times for an itemized invoice to show us the breakdown on the cost of each door. This request has been ignored because Morgan has charged us too much. We want to know where our 75% discount in labor is on each door. This is unacceptable for a company to not supply their customer with this request.

  All ********************** responses have been cookie cutter apologies without any substance to our complaints. 

  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/20/2023

  Thank you for your patience. We've scheduled the door installation for 12/29 and a manufacturer's rep will inspect the door. We're committed to resolving this promptly." If you have any questions feel free to give us a call. 

  Thank you 

  Team Morgan 

• Initial Complaint

  Date:09/19/2023

  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 am writing to file a formal complaint against Morgan Exteriors regarding the installation of a double entry door, which took place on August 5, 2021. Since the installation, I have encountered multiple issues and faced unsatisfactory attempts at resolution.Initial Installation Issues (August 2021): The active door did not close properly, exhibiting a gap at the top and the latch hitting the strike plate. The bottom sweep fell off, and an incorrect handle was installed on the inactive door.Failed Attempts at Resolution: Despite several service calls to address the issues, the problems persisted, and subsequent adjustments only worsened the closing of the active door.Multiple calls were made to have the incorrect sweep replaced and to address the issue of the mismatched handle.Manufacturer Defect and Replacement (June 21, 2022): A technician determined that the active door had a bow due to a manufacturer defect, and a replacement door was ordered.Failed Replacement Door Installation (November 11, 2022): Despite the replacement door being scheduled for installation on November 11, 2022, it did not fit, and the handle issue was not addressed as promised.Lack of Communication and Neglect (December 2022): Despite multiple attempts to reach out via email and voicemail, the service manager did not respond promptly or adequately to address the ongoing issues.Request for Proper Resolution: I have provided Morgan Exteriors with ample evidence (30 plus documented phone calls/emails), including pictures, showcasing the ongoing issues and discrepancies in the installation.Resolution Request: Replace the door or doors if you cant figure out how to measure properly and fix the hardware or refund my money.Major Issues:1. Door handles do not line up, slab was drilled incorrectly replace the door 2. One slab is longer than the other see above 3. Two left door handles 4. Door sweep has air gaps and does not seal door properly

  

  Business Response

  Date: 09/20/2023

  Dear ******************
  First and foremost, we want to extend our sincere apologies for the frustrating experience you've had with the installation of your double entry door. Your concerns are entirely valid, and we deeply regret the inconveniences you've faced throughout this process. We take full responsibility for the issues you've encountered, and we are actively working to address them.
  We are aware of the manufacturer's defective product issue that has caused multiple door slabs to be damaged or defective. We understand how frustrating this must have been for you, and we sincerely apologize for any inconvenience this has caused.
  To resolve the problems you've outlined, we have taken the following steps:
  Change in Manufacturer: Recognizing the issues with the previous manufacturer, we have decided to switch to a more reputable door manufacturer to ensure the quality and reliability of our products.
  Replacement Door: A new door has been ordered from the manufacturer to replace the defective one. We are eagerly awaiting its arrival so that we can schedule the replacement promptly.
  We understand that this process has been far from smooth, and for that, we deeply apologize. Your satisfaction is of the utmost importance to us, and we are committed to making this right.
  As we move forward, we will work diligently to ensure that the replacement door meets the highest quality standards, the handles are correctly aligned, and all other issues are resolved to your complete satisfaction.
  We also recognize the communication issues you've faced, and we are actively addressing this internally to ensure that our customers receive the prompt and attentive service they deserve.
  Once again, we apologize for any inconvenience and frustration you've experienced. Your feedback is invaluable to us, and we are committed to delivering a satisfactory resolution. Please be assured that we will do everything in our power to rectify the situation promptly.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We appreciate your patience and understanding as we work to resolve these issues and provide you with the high-quality product and service you expected from Morgan Exteriors.
  Sincerely, 

  Team Morgan 
  
  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20623157
  
  Dear Team Morgan,

  Thank you for your response and the steps you've outlined to address the ongoing issues with the installation of my double entry door. While I appreciate your acknowledgment of the problems and your commitment to rectify them, I must express my frustration and skepticism based on previous experiences.

  The fact that this handle alignment issue, two left handles and the other issues I have outlined has remained unaddressed for such a significant period is unacceptable. Despite previous assurances and promises to resolve these matters, the problems has not been adequately attended to. It raises serious questions about the level of commitment to customer satisfaction and the quality of service provided. You stated that "addressing this internally to ensure that our customers receive the prompt and attentive service they deserve" but yet no one has communicated any status/plan/action etc for over 3 months. Your actions speak louder than words.
  

  I emphasize the need for effective communication and a transparent resolution process. Timely updates on the progress and a clear timeline for the replacement are crucial in restoring my trust in your company. I expect the replacement door to be of the highest quality, with all the previously mentioned concerns properly addressed.
  Your sincere apologies and commitment to customer satisfaction are appreciated, but please understand my hesitation given the history of unfulfilled promises. I urge you to prioritize the prompt resolution of this matter and deliver on your commitments.

  If there are any further delays or issues, I expect to be promptly informed and provided with a viable solution. My patience is wearing thin, and it is crucial for your company to take concrete and definitive actions to resolve this situation.
  

  Sincerely,
  ******************

  

  Business Response

  Date: 10/02/2023

  Dear ******************,
  Thank you for your candid response, and please accept our sincerest apologies for the ongoing frustration you've experienced. We completely understand your skepticism and disappointment given the previous delays.
  Your feedback is crucial to us, and we acknowledge that our past performance in addressing your concerns has fallen short of your expectations. We want to assure you that we are taking your concerns seriously, and we are committed to rectifying the situation promptly and transparently.
  We are intensifying our efforts to ensure that the replacement door is of the highest quality and that all the issues you've mentioned are resolved satisfactorily. Effective communication is  our top priority, and we will provide you with timely updates on the progress of your order.
  We understand that your patience has been tested, and we genuinely appreciate your understanding and willingness to give us another opportunity to make things right. Rest assured, we are committed to delivering on our promises and ensuring your complete satisfaction.
  If there are any further delays or issues, you can expect to hear from us promptly with a clear plan of action. Your concerns will not go unanswered, and we will work tirelessly to resolve this situation to your satisfaction.
  Once again, we apologize for the inconvenience you've faced, and we thank you for your patience and feedback. Your trust is important to us, and we are dedicated to regaining it.
  Sincerely,Team Morgan