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:02/23/2023

  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.

  On 08/31/022 a Sales Representative named ************************* showed up to my house ****************. to give me a estimate on replacing my windows. He proceeded with gathering information and collect my perfect information to run my credit for a loan to get the windows repaired. On the spot stated that I wasnt approved but he can get this approval done at his office located ***************************************************************. I received a call from ******* approximately 2-5 days later where he stated that he was able to get me an approval by the bank and h*** stop later on during the day to get paperwork signed. After paperwork was signed he then stated (*******) that Ill be receiving a call from the office where they will give me information in detail on the next procedures that will take place. I then received a call from the office ( Cant recall the of the female.) where they told how long the process would take to replace windows approximately 2-3 months. I received a call in 11/2022 that they have received my new windows and they will like to schedule a date to perform the job. They showed up in the month of 12/2022 to begin work. They began working and it took them approximately 2 weeks complete the job. After job was completed they told that an inspection will take . No inspection was ever performed till this date. After 5 months I received a call from ***** that she has bad new where she stated I was not approved for the loan . So now they had to run my credit again where I was denied the loan . After the denial of the loan ***** called back and asked if she can run credit again and I was denied again. After the second denial ***** stated that shell contact me within a few days so it can give her office time to work with the banks . I received a call a few days later from ***** where she stated that they got an approval but that I would have to come out of pocket $7000. So I asked them Why did you replace my windows without the loan approval?. She stated (*****) that if I dont pay the $7k Ill put a lean on your house . My question is why was the windows installed without a loan approval? I just need some help to resolve this issue.

  

  Business Response

  Date: 02/27/2023

  Dear Valued Customer,
  
  Your contract date with us is 9/3/2022. The contract of 8/31/2022 was canceled and redone as the initial financing applications were rejected by all our finance partners. This is why your sales rep came by to get paperwork signed. We had gotten approval through a new finance partner. The project moved along the normal course, as you state. Your product was estimated to arrive 11/18/2022. We applied for the permit on the project in October of 2022, in anticipation of the product arrival. The product arrived later than estimated. We reached out on 12/20/2022 to schedule the installation. We reached you that same day and agreed on an installation date of 1/3/2023. The installation was completed on this date and up to this point, as far as we both know, there is still financing in place for your project. There were some missing screens and parts that needed to be ordered BEFORE we could arrange an inspection on the project. These were ordered on 1/5/2023 and expected 3/3/2023. These things arrived early and were installed on 2/16/2023. Once the screens and parts were installed and the project ready for inspection, this is when the balance is due. On 2/10/2023 we inadvertently found out that the financing that was in place was canceled by the financing partner. They claim that we were notified in writing of the cancellation, but an internal review finds this to be false. We reach out to you and explain the situation in a phone call. You agreed to have applications submitted for other financing partners on 2/14/2022. Yes, this would include running your credit again. We received approval for financing but under significantly different terms than were in place previously. The phone call with our office manager, in which she tried to explain the new terms, was retained and was nothing like you state here. She followed up with an email, which you responded to on 2/26/2023. The lien was placed to protect our interests in the property and project and was rightfully and lawfully done. You responded that you would need a couple of days to arrange payment on the project and the response to that email was Thank you and you were informed that, once paid, we would provide a Release of Lien and we would move on with having the project inspected by the building department and any post inspection steps needed. Per your email response, this is already on the ****************** at the time of this response.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:02/10/2023

  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.

  We paid substantially at least x2 as much more to go with Morgan Exteriors than anyone else because they stand behind their work now that Ive had to make a claim on the warranty they deny mean even know their paperwork as well as on their website states the only thing they do not cover on siding is color fading. No Asterix or exemptions listed in either paperwork or on their website. They want me to pay to make a repair instead of backing their warranty.

  

  Business Response

  Date: 02/27/2023

  Dear Valued Customer-
  
  We are very sorry to hear that there was damage to your home because of hurricane ***! There are phone calls, retained, that make it very clear to you that what you are asking for is repairs for HURRICANE DAMAGE, not a warranty or guarantee claim from our product or workmanship. Hurricane damage is not something covered under warranty or guarantee. We, as well as other contractors and manufacturers, do not cover any damage from a named storm. In fact, our guarantee is very clear on what we cover so there is no need for an asterisk. The damage you are asking us to fix was not caused by us or what we did to your home, so why would it be under warranty or guarantee? Our product and workmanship are very much under our control; therefore, it would be covered under warranty/guarantee. A named hurricane and the damage caused is very much NOT within our control, therefore, NOT covered under warranty or guarantee. As well, it is very clear that we are working with you on addressing the damage AT COST. Meaning we are not going to cover it, as we didnt cause it, but we are only charging you for materials and labor, NO PROFIT. The repair work would fall under warranty/guarantee just as the previous work does. If you would like to move forward with us to fix the issue, there will be a charge. Otherwise, you can arrange a claim with your homeowners insurance. We wish you the best of luck.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:02/06/2023

  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 June 2022 I contracted with Morgan Exteriors for a bathroom shower installation at a cost of $10,536. The shower was installed in November 2022. Directly thereafter I began reaching out via their website about problems with the installation and received no response. Then I began calling. After several attempts to speak to a Manager, *************************** called me. I explained that the water does not go down the drain--it just sits there, and that causes me a lot of work having to scrub the bottom of the shower. I explained that the "curb" (I don't know the correct terminology) is now half the size it was before the installation. No way to take a shower without the water going outside the tub onto the floor unless I had the shower curtain dragged down onto the floor of the shower. This created mold on the shower curtain and made for a dangerous situation because we could slip on the shower curtain in that position. The installer damaged my bathroom wall. The installer damaged the tile in front of the shower and put a 4" piece of plastic over it to cover it. In speaking with **********************, it was agreed that the shower problems could not be fixed without tearing everything out. Morgan Exteriors wanted to avoid this action, and my husband and myself at 70 and 65 years of age, did not want to go through that. ********************** first offered shower doors at a discount and then free to put this to rest. I agreed to the doors. He sent me a picture, but the picture he sent and the way the doors looked upon installation see vastly different. They are cheap doors. **********************, rather than speak to me himself, had his assistant forward my complaint to his company's legal department. After forcing me to recount everything to them, they sent me an email stating that the doors were a courtesy, they didn't have to do it, and as far as they are concerned, they are done. I now have cheap doors on a $10,500 installation, have to scrub on my hands/knees & fix the wall.

  

  Business Response

  Date: 03/17/2023

  Dear Valued Customer,
  
  As you have already cited in your complaint, the issues that you brought to our attention have been addressed as agreed upon by you.
  We are truly sorry if you feel the doors are cheap but they are doors that we purchase and install regularly, and providing them was above and beyond what we were contracted for and provided as a good faith gesture.
  If there is still a problem with the drain, we are happy to see if there is anything that can be done. Please contact the ******* location and arrange a service appointment regarding the drain.  It may require a plumber to be contacted as we did not do anything with the drain.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:02/06/2023

  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.

  The windows that were installed (twice) can't be inspected because the company didn't follow the procedures to get an inspection from the county. This has been going on for months and months --- they still have not done anything or contacted me.

  

  Business Response

  Date: 03/17/2023

  Dear Valued Customer,
  
  Please accept our sincere apologies for what has occurred.
  The correction that is needed, per the conversation with you on 1/13/2023, is revision paperwork for the permit and providing some pictures of the installation.
  Our offices will reach out to you by the end of the week regarding this.
  
  Morgan Exteriors Team

  Customer Answer

  Date: 03/17/2023

   
  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.  That is if they show up for the appointment on Thurs. 3/23/23.  It is not complete yet., and has not been inspected yet.  They did however set an appointment with me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/19/2023

  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 purchased 5 Hurricaine windows from Morgan Exteriors. They installed two of them the wrong way. They were supposed to replace them within 3 weeks. It has now been almost 4 months. They wont return my phone calls or messages.

  

  Business Response

  Date: 02/02/2023

  **************, 

  We apologize for the time it has taken to receive your replacement windows. Our records indicate that the windows were installed correctly, however they were ordered to operate the wrong way. For this we apologize sincerely.  We have placed the order for the replacement windows and should be receiving them by the mid to end of February. We apologize if you were under the impression of receiving the replacements within 3 weeks.  Our office has records of speaking to you on 1/9 /, 1/16 and most recently on 1/30/2023 pertaining to the product eta and installation. We certainly apologize for the time it has taken but are going to make it right. Once we receive the product in hand, we can install them promptly.  We thank you for business and will be in contact with you soon to get the replacement windows installed. 

  Thank you 

  Team Morgan
  

• Initial Complaint

  Date:01/03/2023

  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.

  Date of my contract: 09/11/2022 I paid $12000 +$167.25( permit)This business left my project unfinished ( large gaps, imperfections, curves, cracks, no paint) I've tried to contact this business many times but still have the same problems ************* *****)This business hasn't tried to resolve the problem. They're gonna need to finish the job properly.

  

  Business Response

  Date: 01/03/2023

  Dear Valued Customer
  
  We sincerely apologize for the situation at hand.
  We have been in contact with you by phone and text. You spoke with a coordinator on 1/2/2023 and it was explained that we are working on the issues.
  We will not leave your project incomplete. If you continue to have issues please contact our corporate location at ****************** and we will ensure that you are taken care of.

  Customer Answer

  Date: 01/03/2023

   
  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:12/27/2022

  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.

  Once the siding was painted they did NOT replace the facia that was to be done per the contract, they agree it would be done and its been over 2 months and still not replaced. The down spouts, mine and neighbors, and utility boxes are still hanging off the house. Both **** and Mr. ********************** have both told me on the phone that they will get it done and still nothing has been done. 12/22/2022

  

  Business Response

  Date: 01/03/2023

  Dear Valued Customer
  
  Please accept our sincere apologies for the issues at hand. It is noted in our database that we spoke with you about the remaining issues on 12/29/22 and received pictures of the issues so they can be addressed. We will be in touch to schedule our return.
  
  Morgan Exteriors Team

  Customer Answer

  Date: 01/13/2023

   
  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.
  

  They say they will complete the work as they said in the past and its now the 10th day allowed by this complaint and they still have not reached out to me or responded to my emails requesting they finish the job.

  I do not have faith in this company that they will indeed do as they promised.

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

• Initial Complaint

  Date:11/29/2022

  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 placed an order with the branch in *************** ** back in May of this year for siding after a full estimate of our home was done. Then Im July I placed an order for windows to be done. They said that the windows would have to be done first and that wed have to wait for the windows to come in. Not a problem. The windows were set to go in sometime in September and were told at that point that we now had to wait for our siding to come in, which had been at their warehouse house since August. So they either used it or sold it. Then we had another date of October 4th for the windows. That day came and went without any calls, or emails. Fast forward to today, November 29, the day after our installation was supposed to start for the THIRD time. Finally speak to the contractor and was informed that all my soffit would have to come down and be replaced and that I would be changed for it. I sent him away because the salesman ***** from the *************** branch said the day of the estimate, that my soffit would NOT have to come down and there wouldnt be any additional changes. This company has extremely poor communication skills, horrible customer service relations and terrible business practices. This should be definitely noted and they should no longer have any services backing them up to have superior business integrity. I also think that the work should be completely with no additional charges and some type of compensation for all stress that this comply has put us through.

  

  Business Response

  Date: 11/29/2022

  Dear Valued Customer,
  
  First, please accept our sincere apologies for the situation at hand. It is certainly not our intention for these types of things to occur. Secondly, we want to thank you for your patience and understanding with your project as well as your thoughtful phone calls and emails to ensure our staff were well as safe, after ***. This coincides with the October 4, installation date and seems to be what had occurred there.
  You are correct, your siding had been delivered on or around September 21, 2022, rather than August as you cite. The conversation in November where you were told that there were shipping delays was just a confusion of customers on the part of our staff. In any human endeavor, mistakes can be made. The fact of the matter is we were simply behind delivery wise. It did not occur that the materials were given to someone else or sold. This is not how we operate and, truth be told, is counterproductive. 
  Your discussion with one of our staff today would seem to have resolved the situation at hand and it has been agreed upon that we will replace your soffit and fascia at no additional cost to you. This is our resolution and there will be no additional compensation. While any business can improve on communication skills, the resolution of today confirms our ability to address customer concerns and relations. Frankly, we would not have been in business for almost 28 years, same owner/license holder, if terrible business practices were the norm. Again, we are sorry.
  We are certain that, when it is all said and done, you will be particularly pleased with your project.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:11/21/2022

  Type:Customer Service 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.

  Paid 50% deposit for new siding on July 22. We were very understanding that due to supply chain constraints it would take an extended amount of time to receive and install. Received call in mid October that siding had come in and installers would be reaching out to set appointment. Company has gone dark since. It is now late November. Multiple phone and text messages have gone unanswered. Online review was responded to in a threatening manner with a phone number that does not answer or return calls. All we want is some communication and to have the job we've paid for completed. Failing at that we expect a full refund.

  

  Business Response

  Date: 12/19/2022

  Dear Valued Customer
  
  We do apologize for the lack of communication that occurred. As it stands now, the project is moving as we see that in progress inspections have occurred. We thank you for your business and look forward to getting the project complete.
  
  Morgan Exteriors Team

  Customer Answer

  Date: 12/19/2022

   
  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:11/21/2022

  Type:Customer Service 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.

  Hello,I have been working with ******* Morgan at Morgan Exteriors on a siding project. The job was started several weeks ago and abruptly stopped related to termite damage. I hired another team to fix the 2x4's and replace the plywood around the entire house. I tried multiple times to get in touch with ******* for over a week to see if his team could finish removing the siding so my team could complete the work. I finally received a return call 10 days later after I had already had my team move forward and remove the old siding so they could continue with the new plywood. I have now been trying to get in touch with ******* for a week again as my team is completed and I'm looking for a status update on when the siding project will resume. I'm just looking to get a return call so we can plan accordingly and hopefully better communication in the future. This is the third time I've had a wait over a week for a return call, which I've left almost daily voicemails and sent emails with no acknowledgement.

  

  Business Response

  Date: 12/19/2022

  Dear Valued Customer,
  
  We apologize for the issues with communication.You will be contacted today. We thank you for the opportunity to serve your home improvement needs.
  
  Morgan Exteriors Team