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:08/10/2023

  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.

  In 2013, we hired Morgan Exteriors *** to replace a wooden deck and balcony with Trex decking on the upper and lower deck levels. Upper level deck (balcony) was to be fully waterproof according to the contract we signed with Morgan Exteriors ***. During 2022, I watched the balcony start to sag. In 2023, the balcony began to collapse. I removed the Trex facia to visualize what was happening behind the Trex material, the hidden damage. The main balcony support beam is completely rotted by water damage. The plywood floor to the balcony deck is completely rotted. I paid Morgan Exteriors *** $85,000 for a waterproof deck and balcony but 8 years later the balcony needs to be rebuilt. Total deck construction was completed by Morgan in March 2014. Trex material was removed to reveal the hidden damage in March 2023. I have installed 4 jackposts to reinforce the balcony and keep it from collapsing. I informed Morgan Ext *** about the potential collapse of the balcony on 2/6/23. Morgan sent a representative to see the problem. Morgan representative confirmed the balcony was collapsing and advised us to stay off the balcony on 2/10/23. The week of 2/13/23, Morgan Exteriors *** informed me they were no longer in the deck business and they are not helping me resolve the issue.

  

  Business Response

  Date: 08/23/2023

  Attached is a letter written to the Hillsborough County Consumer and ******* services in regards to the complaint. 

  It was explained to *************** in February and April of this year that his Deck that was installed just shy of ten years ago only carried a one year warranty/guarantee , which is standard and the norm for deck building in the industry. 

  It was also explained that there is no way to fully waterproof or weatherproof an exterior deck. There is wind driven rain and debris from thunderstorms and hurricanes. Extreme heat and humidity are also factors and circumstances we cannot control.  It was mentioned that the asphalt roof below the trex decking on the upper deck needed to be repaired and may very well be the cause of the issue. These types of roof only have a life expectancy of **** years before they become unreliable.  We observed and mentioned this need for the roof repair when we were there back in February . 
  

   

  It is unfortunate that this occurred however this is outside the scope of warranty on this project. 

   

  Thank you , 

  Team Morgan 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20449781
  
  I am rejecting this response because:
  If there is no way to fully waterproof an exterior deck, as Morgan has replied, then why would Morgan Exteriors *** put fully waterproof in my sales agreement contract?? and assure me that the balcony would be waterproof??

  Morgan also replied that it was mentioned that the asphalt roof below the Trex decking on the upper deck needed to be repaired and may very well be the cause of the issue. FACT - Morgan Exteriors *** constructed and installed the asphalt roof and Trex decking on the upper deck. Why would it need repaired if they built it?? If they knew it was installed improperly, why did they hide it under the Trex decking and not disclose the issue?? Why did they allow poor workmanship on the asphalt roof installation??

  Please keep in mind the balcony is 42 feet across. The center post holds both main beams for each side of the balcony. The one 21 deck balcony side is in perfect condition with no water damage. It was installed properly. The other 21 balcony side is collapsing due to lack of waterproofing and proper installation. This is the problem area that is completely rotted and needs to be replaced. All the plywood flooring on that side of the balcony and the main beam is rotted. See attached photos

  How can this issue be out of the scope of warranty when the problem area and poor workmanship was hidden behind the Trex material for over five years?
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/24/2023

  Dear ****************,
  
  We appreciate your concerns and feedback regarding the issues you've raised. We understand your frustration, but we would like to reiterate that the warranty for your deck was valid for one year from the installation date . Also as previously mentioned, flat roofs in ******* typically have a lifespan of **** years, and your deck's warranty was covered the initial year.  
  
  Regarding your points about the sales agreement contract, we apologize for any confusion caused. While the term "fully waterproof" was used, please understand that the complexities of weather and construction materials can contribute to the limitations of achieving absolute waterproofing, even with the best intentions.
  
  Regarding the asphalt roof and Trex decking on the upper deck, we have looked into the matter further to determine the cause of the issue and it is our understanding that the flat roof is the issue. Our intention has always been to provide quality workmanship. 
  
  We acknowledge your concerns about the balcony's condition, and we have investigated the specific area that you've pointed out. Again this damage is no longer covered in the warranty that expired 9 years ago. 
  
  It's important to mention that the issue you're facing might not have been immediately apparent during the warranty period, and the unfortunate situation may have arisen over time due to various factors. Again the warranty period has expired. 
  
  While we understand your dissatisfaction, we hope you can appreciate that the scope of the warranty was set for a specific time frame. Thank you for your understanding.
  
  Sincerely,
  Team Morgan 

• Initial Complaint

  Date:08/03/2023

  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.

  Morgan exteriors took our deposit almost 2 years ago and still hasn't completed the window and door installation in my home. This has been a horrible experience with many schedules appointment with no shows or they come out and have no materials and reschedule. They improperly installed our sliding door and the screen falls right off the track every time. Now they said they will not schedule to complete the job until they receive final payment.

  

  Business Response

  Date: 08/24/2023

  Dear ****************,
  We appreciate you taking the time to share your feedback about your recent experience with us. Your satisfaction is of the utmost importance to us, and we want to assure you that we take your concerns seriously and are committed to resolving them.
  First and foremost, we want to clarify some points regarding your project. Per the terms outlined in our contract, payment is indeed due upon the completion of the product installation. We're pleased to note that the county inspection has passed, affirming that the installation was carried out properly.
  Regarding the service issues you've mentioned, we sincerely apologize for any inconvenience they may have caused. We understand that minor adjustments are needed, and we want to assure you that we have scheduled a service appointment to address these issues promptly. Our team is fully committed to ensuring that any concerns you have are rectified to your satisfaction.
  While the project itself is complete and the outstanding service matters are being attended to, we kindly request your cooperation in settling the payment as agreed upon.
  We want to acknowledge the frustrations you've experienced with scheduling and materials availability. We deeply regret any inconvenience caused by rescheduled appointments or any lapses in our communication. Your feedback highlights areas where we need to improve, and we are committed to learning from this experience to enhance our service delivery moving forward.
  Regarding the sliding door issue and the screen falling off the track, we apologize for any inconvenience this has caused. Rest assured, we are working diligently to correct this issue during the upcoming service appointment.
  Our company has proudly served our community for over 28 years, and our reputation for customer care is of great importance to us. We genuinely value your business and want to ensure that we address your concerns and make the necessary adjustments to deliver the quality service you deserve.
  Once the final payment is received, we will be able to finalize the remaining adjustments to your satisfaction. We understand your frustration, and we are committed to making things right.
  Please don't hesitate to reach out to us at ************* if you have any further questions or concerns. We are here to assist you every step of the way and to ensure that your experience with Morgan Exteriors meets the high standards we have set over the years.
  Thank you for your understanding, and we look forward to resolving this matter promptly.
  Sincerely,

  Team Morgan 

• Initial Complaint

  Date:06/06/2023

  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.

  On 05/13/2022 I gave this company $ **** and to date 06/01/2023 I still don't have this installed. I continue to get the run around call after call and there have been many. I just want my money back so I can go with a Company that will do this in a timely manner without having to beg them. When you ask for the money back they get nasty and then you never hear back from them. My next step will be small claim court to get my money back. I will also began posting blogs and use social media daily so that I can try and help stop another person from using this terrible company.

  

  Business Response

  Date: 06/07/2023

  Dear ******************,
  We are deeply sorry to hear about the frustrating experience you have had with our company. We apologize for the delay in installing the service you paid for and the difficulties you encountered when seeking a resolution. Please accept our sincerest apologies for any inconvenience this may have caused you.
  We understand your frustration and disappointment with the lack of progress and the lack of communication from our team. This is not the level of service we strive to provide, and we deeply regret that we have fallen short of your expectations. We take your feedback seriously and will take immediate action to address the issues you have raised.
  Rest assured, we are committed to resolving this matter promptly and to your satisfaction. We have already initiated an investigation into your case and are actively working to identify the cause of the delay and rectify the situation. We will be in touch with you shortly to discuss the progress and provide you with an update on your refund request.
  We genuinely value our customers and their trust in our company. We understand that you are considering legal action and resorting to social media to share your experience, and we want to assure you that we are committed to resolving this issue before it escalates further. Our aim is to find a fair and mutually agreeable solution that meets your expectations and rights any wrongs.
  Once again, we apologize for any distress this has caused you, and we genuinely appreciate your patience and understanding during this process. We assure you that we will make every effort to rectify the situation promptly and provide you with a resolution that you deserve.
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. Your satisfaction is our top priority, and we are fully committed to resolving this matter to your utmost satisfaction.
  Sincerely,
  Team Morgan 
  
  
  
  

• Initial Complaint

  Date:04/24/2023

  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.

  On March of 2021, I had ordered windows from Morgan exterior and the were promised by or before October of 2021. They were not installed until early spring and not finished until April 2022. I have called many times for the information regarding the $50 per week of delay that was promised to us, which totals about *****. Also I have requested many time on how to get my rebates for all the windows, this would have been close to $700. They were absolutely the worse company ever, which the worse installers, horrible work.I had to endure the awful men smoking in my house using profane language. Cigarette butts left everywhere trash left everywhere. It was just ridiculous to think that I pay for these people come to my house. Well this complaint for the workmanship that they did a year ago. I was in the process of moving to ***********, when we started this project I never thought I would leave my House in ************ and that is why we invest in new windows. I dont know if this is why they feel like because I have moved and no longer live in that house that I have no rights about these windows. It was my purchase of these Windows not the new owners.

  

  Business Response

  Date: 05/15/2023

  Dear Valued Customer
  
  Thank you for contracting with us for both your windows and your bathroom. We appreciate your business very much.
  We apologize for the issues that occurred with your window installation. It seems the bathroom installation went well.
  We see that we performed some significant wood repair for your window installation, at no cost to you, as well as some windows that you received, three total, because of some of the issues that arose, as well, at no cost to you. These things total much more than $1200 and this is what the resolution to the installation delay was. We do apologize but we do not understand where any rebate comes in for the windows and there were none offered by ** or for ** from any manufacturer that we deal with. There seems to be a misunderstanding there and we apologize for any confusion. We wish you the best of luck in your new home.

• Initial Complaint

  Date:04/06/2023

  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.

  On April 11, 2022, signed a contract with Morgan for siding and other improvements.Morgan Exteriors, Inc. is in clear violation of the two major sections of ******* Statute *******. Details are attached in the document titled "TS BBB 04042023."Further details are enclosed in "******* ****** Attorney Complaint against Morgan - ********" and "Official demand letter to Morgan 03082023."Our stake in the ground is February 3, 2023 when we engaged the ******* AG.

  

  Business Response

  Date: 04/18/2023

  ******************
  
  In usual fashion, and with an intent to smear to get what is wanted, you have left out MANY details in your complaint. Including the fact that it has been proven to you and your AG rep that we are not in violation of the statute you cite.
  We have responded to the *********************************** complaint with the same information provided ********************** and the state senate representative you later included. They have both left it with you as they know the writing on the wall.
  We are working on resolution and will NOT use this platform to air the dirty laundry as you have. Our responses and resolution will be to you or between attorneys.
  
  Morgan Exteriors Team

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19899038
  
  I am rejecting this response because:

  I stand by our demand letter of March 8, 2023.  
  
  Morgan Exteriors is in clear violation of multiple sections of ******* Statute 489.126.
  
  The statute supersedes Morgans contract, not the other way around.  
  
  Pls refund our full deposit and cancel the contract. 
  
  Far from smearing, the descriptions of my interactions with various members of the Morgan Exteriors team are lessons used to point out a number of internal issues with process management, process controls, customer support, customer service, and other fundamental business structures that, unless fixed, will continue to impact them.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/20/2023

  ******************,
  
  Our proposal for resolution stands. This is why we have contracts. Your purported violation of multiple sections of ******* Statute ******* is incorrect and you have been provided the substantiation regarding this multiple times.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:04/05/2023

  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.

  We purchased windows from this company last year.(a little more than a year). They told the loan company that the job was finished when it wasnt. They installed the windows without an official inspector present, knowing they needed one at the site during the installation. It took them 6 months to get an inspector there and said inspector failed them for not having him present during the build and for not having all of the shutters up for him to see that they were properly installed. It has been another 6 months and we still have not had this issue fixed. We have been through two storms without being able to put up our shutters(they did not give us enough material to properly put up shutters). They are nearly impossible to get ahold of and when we do get in touch they tell us they are waiting for product to come in. It has been over a month since then and they keep saying that it will be in soon and they will call. Meanwhile I am paying for windows and shutters that failed inspection. The job is not finished and they told the lender that it has been completed. I should not have to make these payments until the job is done and the fixing the job should be a priority to them and it is not. We are trying to sell our home next month and cant til we get the windows to pass inspection. This is inexcusable and probably the worst business I have ever had to deal with. I have already written a review for this company. They should give some kind of reimbursement for me making payments to a job they knew was incomplete. They should at least have the decency to make us a priority after being negligent.

  

  Business Response

  Date: 04/18/2023

  Dear valued Customer,
  
  We apologize for the issue at hand.
  While there is much that is left out of the review, as usual, we are poised to get you complete. We have reached out with no response. Please call the corporate office at ****************** and our Ownership Liaison will get you in touch with someone to get our return scheduled and this moving along.
  
  Morgan Exteriors Team

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19896497
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/01/2023

  We called the number that they asked us to call and its the same thing. The woman says shell get back to ** with a date to come and do the inspection again and she doesnt call. This is absolutely ridiculous I cant even list my house for sale because of this. *** had *********** on half of my house for a year now making our house look ghetto. Nobody from this company cares in the slightest and its extremely frustrating. The worst part is the fact that weve been having to pay for this for a year now. Paying for an unfinished terrible project. 

  

  Business Response

  Date: 06/05/2023

  Mrs. **********;

  We apologize that you feel this way. We have been in business for over 28 years having a great reputation for the quality of our work and customer satisfaction. We understand it can be very frustrating having work performed on your home. In this case we were waiting for your replacement products to arrive and there was a delay in installation. Typically during installations over the last 28 years , we are not required to have the county inspector on site. Every municipality is a little different and in this case we were not required to have him there only but for the shutter installation. We are glad to see that your home has lasted through the 2 storms that bypassed your location. Your windows were installed and are rated to protect your home and the added shutters only help to protect it more.  We are writing today to acknowledge that the job is finished and passed inspection.  The Plan reviewer from the county personally called us to confirm this and apologized for the system error with the failed inspection. 

  Again we apologize that your project took longer than expected to finish and hope that our work adds a great value to your home. 

   

  Thank you ,  Team Morgan 

• Initial Complaint

  Date:03/28/2023

  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.

  3/28/22 Contracted with Morgan Exteriors replace kitchen cabinets and countertop.4/26/*************** started.As of today, 3/27/23, work is incomplete. Missing two drawers. Baseboard missing. Cabinets never adjusted for proper opening and closing.Last contact with Morgan was on 3/15/23. I was assured the project would be completed, but have not heard from them since.Morgan has been paid $18,936.15. I would like them to complete the project.

  

  Business Response

  Date: 03/28/2023

  Dear Valued Customer,
  
  We are a bit confused with this complaint. First, because you leave out a lot of information on what we HAVE done with the project in the time frame mentioned, some very much above and beyond for your project, many items provided that WERE NOT in the agreement between us, not to mention the wait/lead time for product and replacement product, and second, because it seems that you have completely forgotten about our visit on 3/22/28 with your project manager and the punch list formulated as well as the pictures taken of the few minor issues. Additionally, in the call with you on 3/15/23, it was confirmed that the kitchen is being used, for months, as you put it in the call, and that there were a few minor issues, which the punch list will confirm. You asked the installers to leave on 3/15/23, when we were trying to complete the project, citing that a piece of molding was unsatisfactory, before even being applied. We would already have the project completed were it not for you making it clear in our 3/22/23 visit that you would be unavailable for these steps until after 4/24/23. Once we return, we will get the few agreed upon steps completed. I think our visit of 3/22/23 confirms this. It is noteworthy that you denied the financing payment for months when there remained only these few items, much being warranty or service items, and you were using the kitchen. Only because the financing was about to expire did you decide for payment to be allowed. Just as noteworthy, is the fact that we do not have a single crew willing to go back to your project because of the way that they have been treated while in the home. Nonetheless, we will get the last few items done.
  We wish you the very best of luck with any future home improvement project.

  Customer Answer

  Date: 03/29/2023

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

• Initial Complaint

  Date:03/24/2023

  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.

  Yes I hired Morgan Exteriors to do my windows and doors for my house. They said windows and doors come with lifetime warranty.. So i agreed to let them do the job my house is all stone on the exterior the worker said they could install no windows and would fix any of stone work that would be harmed during installation they did not i got loose stones on ground they cracked the stone work down the whole left side of my house right on window installation spot they did a horrible job sealing the windows it looks awful and is not correct ive been calling them for six months trying to get it repaired and they do not return calls or they try to sell me something else during the phone call but never fix the issues. They came out and took couple pictures but never did anything since I've been trying to get them to honor and finish the work and they don't respond. So in short my stone work on house is cracked and missing stones from installation the door is not sealed water can get in all these spots and do serious damage to my house i need this resolved please help .

  

  Business Response

  Date: 04/27/2023

  Dear Valued Customer

   

  We are a little confused about this complaint. Maybe **************** is not speaking to ************, as we have been in contact with her, and you, about the installation since the service issues have come up and as recently as this response on 4/26/2023. Six months without ** responding is simply not true.

  The installation of 7 windows and an entry door was completed on August 17, 2022. We called and spoke to Mr. on 8/22/22 and confirmed that it was complete and collected the balance due. No mention of the stone issue. We called Mr. on 8/23/22 and arranged the inspection with the building department. No mention of the stone issue. They never showed up for the inspection, so it was arranged for 9/1/22 and it passed inspection that same date. There was nothing more to do with your project and to this point we had heard NOTHING of the stone issue in the previously mentioned interactions. Fast forward to 9/30/22 and an online inquiry was place about post inspection steps that we never came back for, but they were not needed in your instance. NO MENTION OF THE ***** ISSUES in the written inquiry. It was explained to you in the Quality Control Check we did on 2/3/23 that the post inspection steps were not needed. Nonetheless, we scheduled to return and there was mention of some weather stripping coming off the door and a handle set that was needed. Service was completed on 10/4/22. Up to this point, nothing is reported about the stone issue. Fast forward to 1/26/2023 and here is where we first learn of the stone issue. Almost 5 months later. At this point you are alleging that the stones fell of during install and that the installer took the stones. Five months have passed. This is the FIRST we have heard of this. After the Quality Control Check of 2/3/23 we ordered a new sweep for the door and acknowledged that some caulking was sloppy. From that time there were 2 phone conversations and 4 emails sent, updating you on the fact that we were waiting for product to address the door again. That product has arrived, and we reached out to schedule service 4/26/23. We will certainly take care of the door sweep and messy caulking. There are attachments to our reply that corroborate that there was no report of the stone issue until 5 months later. Nothing written on the completion checklist attached, dated 8/17/22, signed by the homeowner. Nothing written on the completion checklist from the service, dated 10/4/22. Nothing in response to update emails. Nothing. We are arranging to return and replace the sweep on the door and address the caulking. While you are not satisfied with the caulking, your windows ARE sealed. We will be in touch to arrange our return in the next few days.

   

  Morgan Exteriors Team

• Initial Complaint

  Date:03/15/2023

  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.

  We hired Morgan Exteriors to replace windows in our home. We paid a total of ****** for this service. During the installation, parts of the existing vinyl siding were required to be removed. The windows were installed and there were several areas of siding which were bent which we immediately reported. It has now been discovered the reason why the siding appears wavy and bent is because it is no longer properly attached to the house. We have reported this issue to *** at Morgan Exteriors multiple times and have received multiple reassurances that someone from the siding department will be sent out to inspect this issue and possibly offer a remedy. To date, our calls have gone unreturned and we have in fact been advised there is no damage. While there is no damage yet, the Siding is not attached properly and was not put back in place as it was before the install. We are not seeking any betterment and wholly understand we are not owe that and in fact have NEVER requested new siding as the company has alleged, we are simply asking that it be put back the way it was found. And I understand that in filing this I will receive a very unprofessional response from this company as is evidenced by the prior responses, we are simply asking in good faith that this be repaired.

  

  Business Response

  Date: 04/26/2023

  Dear Valued Customer,

   

  This review is unfortunate and contains outright falsehoods. Luckily, we have pictures from before installation, as well as after installation that show NO DIFFERENCE in the siding. This was even reviewed with the attorney that you had reach out to us in July 2022 and we never heard from them again once we provided the before pictures that show, again, NO DIFFERENCE in the siding. You state that, to date, 4/3/2023, you have received no calls back on the issue and this is a complete lie as our longest tenured staff of 27 years was just at your home on 3/24/2023 and spoke to both of you. He reviewed the entire install and explained that there was some additional nailing that needed to be done for the siding that was removed and reapplied, for the window installation. This was arranged to be done on 3/29/23. We have tried to follow up with you about that service and you are not returning our phone calls. At this time, there is nothing more to be done for your project. Yes, you will receive an unprofessional response because you are being utterly untruthful, and we are NOT going to let that stand. We have been in business in this state for 28 years SAME owner, SAME license holder and many same staff and installers. We work very hard for all our customers and when customers are downright untruthful that needs to be called out. We are not perfect, we make mistakes. What you are putting in your review is untrue, and we have addressed all that needs to be addressed.

  We wish you the very best of luck with any future home improvement project.

   

  Morgan Exteriors Team

  Customer Answer

  Date: 04/26/2023

   
  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. I find the response offensive and unprofessional, particularly after I sent an email thanking them for their service and the professionalism of the gentlemen that I spoke with and the employees who came out to our home. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/09/2023

  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.

  In September 2022 I contracted Morgan Exteriors, Inc. to replace two glass sliding doors , and six windows in my condo. Installation date was set for 1-February-2023. I was told in late January that the install will be pushed back to 8-February 2023 due to lack of manpower.Installation did begin on the eighth, but could not be completed due to a broken bead on one window and a screen that did not fit the frame. A bead was ordered and Morgan told me they could resize the screen. The resizing was unsuccessful and replacement screen ordered. They said the bead repair would not be an issue. The bead repair was scheduled for 28-February-2023, but cancelled due to lack of resources (manpower), pushing the install date to 8-March-2023, between 12 and 4 PM. On March 8th at 1:30 pm Morgan called cancelling the repair stating they do not have the part and has to be reordered. Morgan provided no explanation why the part was available prior and now it disappeared. Morgan admits to this situation, but offers only to call me when parts and labor are available. It has been over a month since the initial work began, and the project still is not ready for city inspection. Morgan Exteriors lack of resources has prolonged this project longer than it normally should.

  

  Business Response

  Date: 03/15/2023

  Dear Valued Customer,
  
  Thank you for your communication and we appreciate your business very much!
  It is documented that we received your product on 1/19/23 and called you on 1/20/23 to schedule your installation on 1/30/23. We contacted you to reschedule the installation as one of the crew originally assigned to your project was ill with *****. We rescheduled for 1/31/23, but this date was not able to be made so we rescheduled for 2/8/23.The installation was completed on this date and the installer reported that stucco repair was needed around the doors installed. You spoke to our customer service specialist on 2/9/23 and reported no issues other than stucco repair.You provided payment in full upon completion of the installation and the stucco repair was completed as of 2/16/23, again, confirmed after speaking with you.On 2/16/23 you also provided us with the information that a screen was too big and that there was some damaged glazing bead ( a manufacturer issue) on one window. We explained that we would modify the screen and that we have the glazing bead in our warehouse. Unfortunately, there was some delay in getting the painting of the stucco repair done but this was completed somewhere around 2/28/23. The screen was not able to be modified and the glazing bead we possessed was the wrong color. We ordered both immediately on 3/3/23 and contacted you to inform you of this and when we expected the product to arrive.You spoke to two different staff on 3/8 and 3/9 and this was explained to you.You were also sent an email with this information on 3/9/23. Here is the email-
  Good morning,
  Just want to reach out and provide the latest update we have. As of now your material has an estimated delivery date of 3/22/23.  This is not an actual date that product will arrive just an estimation from our suppliers, once your product arrives our scheduling team will contact you to schedule the service at your earliest time available.  If you have any questions or concerns, please reach out to me. 
  Customer Service Specialist
  Your project is ready for inspection. We are simply exercising an abundance of caution that the inspector does not take issue with the damaged glazing bead. A screen is not impactful to a building department inspection. It is not as you cite-. Morgan admits to this situation, but offers only to call me when parts and labor are available. That is not what our email to you says.
  We sincerely apologize for the circumstances at hand but there is no question that we will get your service and project completed, including a building department inspection, just as soon as we can.
  
  Morgan Exteriors Team