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.

close

Find a Location

Morgan Exteriors, Inc. has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Morgan Exteriors, Inc.

  15915 N Florida Ave Lutz, FL 33549-8105

  
• 

  Morgan Exteriors, Inc.

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

• 

  Morgan Exteriors

  5220 Shad Rd #206 Jacksonville, FL 32257

• 

  Morgan Exteriors, Inc.

  6151 Lake Worth Rd Greenacres, FL 33463-3074

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:10/31/2022

  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.

  Job began September 6 Trying to get screens and damaged sill replaced.

  

  Business Response

  Date: 12/19/2022

  Dear Values Customer
  
  We sincerely apologize for the time it has taken to get this addressed. At the time of this response, it is noted that these issues are scheduled to be addressed on 12/23/2022.
  We thank you for your business.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:10/25/2022

  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.

  We contracted with Morgan Exteriors to install a side garage door. We had a lot of problems with the installation process, to include substandard installers and a failed inspection, but thought we had finally resolved the issues and it did pass inspection and we paid our bill. Hurricane *** came through and our new door blew off its hinges. It needs to be replaced. The door came with a 100% lifetime warranty that had no disclaimers. When I contacted the company they refused to honor the warranty, citing this incident as an Act of God. However, there is no such disclaimer on our warranty or in our contract and our contract states that everything must be in writing to be enforceable. I pointed this out to a company representative, but they still refused to honor the warranty.

  

  Business Response

  Date: 10/28/2022

  Tell us why here...Dear Valued Customer,
  
  We want to thank you for allowing us to earn your business with your home improvement project.We hope that you are on the road to recovery in the aftermath of the hurricane.
  The circumstances before us are regrettable but as we have already clearly explained, there is no warranty or guarantee that covers hurricane damage. Our guarantee covers product and workmanship and is very clearly worded. Any manufacturer warranty will tell you the same. As we explained, this should be covered with a homeowners insurance claim.
  
  Morgan Exteriors Team

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18305501
  
  I am rejecting this response because:  there is no disclaimer in the warranty regarding exceptions for hurricanes or other act of God events.  Other companies have such disclaimer clauses so that the homeowner is put on notice.  We were sold a hurricane strength side garage door that failed during the hurricane.  Had there not been some defect with the product or its installation it should not have failed.  If Morgan Exteriors wants to exclude Acts of God from their 100% warranty, then they should do so in writing.  Once again, we feel they should honor their warranty. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/25/2022

  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.

  In Feb. 2022, I purchased 3 custom hurricane rated doors. In July 2022, the doors were installed...poorly by third party labors not the "trained Morgan Exterior Professionals" that were promised by the sales representative. The building permit was eventually pulled by Morgan Exteriors (ME) but no inspections a have ever been completed, as of Oct 21, 2022, ME has yet to file a Notice to Commence (***). Since the installation in July, I've had two inspections for faulty door mechanisms on all three installed doors and was told by the inspector at minimum the front door will need to be rehung as to close properly. The most concerning is the front door which the handle is ready to fail, potentially preventing egress and a safety hazard. Since this project started 5 employees with Morgan Exteriors have either been fired or left the company; this includes the original Sales Associate, a General ******, the two- Third party installers and the Permit Filer. The new Manager is woefully unresponsive to emails and today my call to the ***************** at 3:36 pm went to voice mail. Not all poor construction technics by the installers were indicated in this statement, nor the lack of relevant product paperwork for these "rated doors" which I had to retrieve from the office because ME expected me to use my own resources to print 80 + pages for the inspectors. The photos of the installation have yet to be provided and may be held by the terminated employees and could explain why the *** has not been filed.

  

  Business Response

  Date: 10/25/2022

  Dear Valued Customer,
  
  Thank you for the opportunity to provide new doors for your home. We sincerely apologize for the circumstances at hand. Just so we have some facts straight, we applied for the permit for your project on 6/7/22, in anticipation of the *** for your product. You were called this same day and informed of the *** for the product, which was the end of June.
  It is factually incorrect that, as of Oct 21, 2022 ME has yet to file a Notice of Commencement (NTC). The Notice of Commencement was recorded in Palm Beach County on 8/30/22. We are glad to provide a copy of the recorded NOC. You can call our corporate location and speak to X 103. So that you are fully aware, a Notice of Commencement does not need to be filed for a permit to be pulled. It is required to be filed in order to have an inspection, however. The reference to the Florida Statute is in the link provided.             https://www.flsenate.gov/laws/statutes/2021/713.135
  (e) Not require that a notice of commencement be recorded as a condition of the application for, or processing or issuance of, a building permit. However, this paragraph does not modify or waive the inspection requirements set forth in this subsection. There could not have been an inspection scheduled or performed if there was not an NOC recorded and provided to the building department that issued the permit. We are very sorry to hear about the failed inspections and it is documented that we have requests in to the manufacturer for replacement product. Since this is a manufacturer issue, with the locks made being faulty, we will have to receive the replacement product in order to address the issue. We are happy to provide their contact information so you can impress upon them the urgency, as we have. Once these issues are addressed we will ensure reinspection. We are not exactly certain why staff leaving is relative to the issue and we have the same permitting person we have always had for that office. We see calls and email responses taking place regularly, as recent as 10/10/22 for the service appointment. ******************, we understand that you are frustrated. The permit was offered to be emailed and because you didnt want to print, we offered to mail and you opted to pick it up in you call of 8/25/22. The paperwork on the rating of the doors in contained in the permit, otherwise we would not have been issued the permit, so you have had that in your possession since you picked up the permit.
  Again, we apologize for  the issues that have occurred and we ARE working on making it right with the manufacturer. We will ensure that the doors pass inspection and are as they should be. We have a Lifetime Guarantee to stand behind so we wouldnt want it any other way. Best of luck with your next home improvement project.
  
  Morgan Exteriors Team
  

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18297002
  
  I am rejecting this response because:  No reasonable attempts have been made to A: Complete the inspection for the doors installed on July 7th,  seven days prior to the issuance of the building permit  on July 14th. B: Contact me regarding the scheduling inspection for the installation.  The last contact I have is Aug. 26th stating the Notice to Commence had yet to be filed.  C: Failure to respond to email and phone calls requesting status of the faulty door mechanisms. The most recent response from the Morgan Exteriors Manager was a phone text to me 1 hour the BBB posted my complaint.  This response as follows "Sorry about the lack of availability today.  I was out of the office dropping permit packages off most of the day.  I will get a good update for you Monday morning." No update was provided Monday nor has any contact been made to me except through the BBB forum to which I've generated this response.  The faulty door handles need to be replaced and the doors inspected by the building department. Having the promise of a "Life Time Warranty" on the merchandise isn't worth the paper it's written if the recognized and faulty materials aren't be replaced, or any timeline of required repairs be provided. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/28/2022

  Dear Valued Customer
  
  An inspection cannot be completed on the project until the faulty hardware is replaced. As was previously communicated, we are waiting on the replacement product. The manufacturer has not responded to our requests for an ETA and this will be provided to you as soon as we have it. As well, it is factually and demonstrably false that the permit was applied for on 7/14/22. We have payment receipts from Palm Beach County dated 6/9/22 that can be provided to substantiate the application date previously given of 6/7/22. We show an email from 10/7 from our GM letting you know that we would contact you that day to set up service and subsequent calls documented on 10/7/22 and 10/10/22, regarding the service appointment, the day of, to confirm timeframe for arrival. You yourself cite contact from us on 10/25/22 so there has been recent contact. Are we missing something here? We will certainly coordinate the inspection with you when the time comes for that to be done. Additionally, we assure you that the faulty hardware, THAT WE DID NOT MANUFACUTUR, will be replaced and an inspection performed. We are a State Certified Contractor and that means we have a legal, professional and moral obligation to get an inspection done on a permit we pull, and that permit finalized. We do this without exception and will do so in this instance as well, WHEN IT IS READY.
  Again we are truly sorry for the issues that have arose. It does not seem to be understood that this is a manufacturer issue and we are at the mercy, thereby. We understand that you are frustrated but we WILL complete the project, the inspection, and anything else that is needed to be done regarding the door installation. This will be our last response in this matter and our ********* office will be instructed to deal with you via email only so there is no longer any question about anything. 
  
  Morgan Exteriors Team
  

• Initial Complaint

  Date:10/07/2022

  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.

  In march 2020 we bought new windows from Morgan Exteriors, sales person was very nice not pushy.During Hurricane *** water was coming thru my windows in the Bedroom, the inside frame got so wet my shades fell and i had a little flood on the floor. I calledMorgan Exteriors and they came out the same day 10/3/22 to inspect, ****** a very nice young man checked the inside took pictures and told me they leaked and they would send some one out to replace the wet drywall and reseal the baseboards that came loose from being wet.On Wednesday the 10/5/22 i called Morgan Exteriors to see when they would come to fix the drywall, the girl was very nice and said she had the papers and they would call me back with an ETA. 10/7/22 they called and said they wont be doing anything because the leak was an act of God!. *** lived in this house for over 20 years and my old windows never leaked during any of the Hurricanes!. God didnt install my windows Morgan Exteriors did!If you give a 30 year warranty why wont you honor it? Why make a ridiculous excuse like that? The windows leak the inside frame is a mess i cant hang my shades the drywall fell down theres a big hole on top! And you tell me to call my Insurance!.We planned on replacing the rest of our windows, this time i will do research ,selling and installing is only half the job, the other half is standing behind your promise and not make excuses! An Act Of God !! Seriously?After talking to the office girl she ask me if i want the manager to call me to which i replied Yes, so i will hold my breath until then?.

  

  Business Response

  Date: 10/07/2022

  Dear Valued Customer,
  
  First, thank you for your business and the kind words in your complaint. The circumstances before us are certainly regretful.
  As well, we would like to thank you for taking the time today to speak to our corporate location.
  While the result of that conversation is not what either of us wanted, it was explained to you why the water damage is an insurance claim. You confirmed that the windows have not leaked since installation, through many rain storms, and prior to hurricane ***, that the amount of water to enter your home amounted to a puddle, not a flood, as you put in your complaint, and our service tech who came, confirmed minimal damage to the drywall.
  The water intrusion was as a result of the hurricane or tropical storm force wind driven rain, not because of any defect in the window or installation.
  You mentioned that there was an issue with a window having trouble staying up which sounds like a parts issue for the window and we will be in touch with you to address that.
  
  Morgan Exteriors Team

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18181761
  
  I am rejecting this response because:
  New Windows are not suppose to leak, my neighbor had his windows replaced at the same time same windows why did his not leak? As far as a Puddle, it was a lot more then a Puddle or did you come over to see? And as far as your comments more then twice  For me to ****** leaking windows because Aluminum wont leak but Your windows will? Aluminum fits tighter then yours? None of this makes sense ! Driven rain ? Huh? I am calling an expert to inspect the windows. Now i worry about ************** You are not a good company otherwise you would stand behind your products and workmanship!!! And not make excuses for a bad job 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/16/2022

  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.

  Paid in full. Windows installed 9/7, broken glass and frame on a sash . Tech noted this on final paperwork. No follow up from the company. No follow through after I have left 2 voice mails,and an email on their website. Only silence please check into this. Very shady.

  

  Business Response

  Date: 09/19/2022

  Dear Valued Customer,
  
  While we admit that your calls were not returned in a timely manner due to BOTH staff you reached out to being out of the office with Covid, we are certainly not deserved of a review like this!
  First, let us set the record straight with the **** that you have it in writing, from the day of install, that a replacement sash is needed for your project. Signed by both YOU and the installer and dated 9/7/22.
  Thieves? Really? Shame on you!!
  Secondly, we have not even been paid yet for your installation. What are you talking about full fare?
  Lastly, you spoke with our service coordinator on 9/12/22, AND our installation coordinator on 9/16/22 and you still leave a review like this? What a dishonest attempt to smear! Again, shame on you!
  We will be in touch with you via email when we have some information on when your replacement product will be here.
  
  Morgan Exteriors Team
  

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18032205
  
  I am rejecting this response because:

  
  It is untrue. I financed almost $6000 through Morgan's recommended loan provider. If they haven't been paid, they need to take that up with the lender. 

  My comments are true and relevant. Please Morgan, factually prove me wrong by fulfilling your contractual responsibility. I have fulfilled mine.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/20/2022

  Tell us why here...You are being completely dishonest and the attached documentation and recorded  calls will ABSOLUTELY prove that you are.
  You spoke to our service coordinator on 9/12/22 and you state, in the call, that it is fully understood by you what she explained about the process of getting replacement product. The recorded call has been provided with our response here. She explained it would be a matter of weeks and that we likely had already ordered it but that she would confirm.
  Additionally, attached is the document, signed by you and installer at installation, CLEARLY noting that a replacement sash was needed. This is your documentation that product is owed. It is dated the same  day as the installation.
  We have not requested the funding from the finance company because the project is not complete. Had we requested the funding, you would have been contacted to confirm completion. Therefore your statement about paying full fare IS untrue as you have not paid one red cent for your windows yet. WE, however, are 100% in at this point.
  Your replacement product will be to our distributor estimated on 11/5/22. Once we get through the holiday and confirm its arrival, we will be in touch to schedule our return and provide that product.
  We will no longer respond to the untruthful complaint and comments. You should be ashamed of yourself for being so dishonest.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:09/01/2022

  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.

  **** Hired H31****37303230373039H for Kitchen Remodel based off of the company's online reputation, listed as #** 2021 ******************** TOP ****************************************** article from EverConnect and how customer communication is crucial, that the owner is 4th generation Floridian and is an important community member noted from the ********************* "When it comes to hiring a firm to keep your home running at maximum efficiency..."The company did not send out a Brand Ambassador to keep the company's promise, nor did management reach out to solve the problems and concerns that were rising. Sales Rep hyped my new kitchen remodel up, talking with me about the cabinets and options. I was told the ** would template and create a virtual kitchen on the computer for me to view. The rendering of the kitchen was not stellar or even acceptable from what I had led to believe would be my dream kitchen. There was no Virtual Kitchen designer like shown on the internet- having a virtual vision board, but a countertopless set of cabinets in grey scale.Countless calls have been placed by me, looking for DREAM KITCHEN I had to pay $450 for drywall Angi's List referred the company touts 100% satisfaction guarantee. I feel that the company is marketing FALSE ADVERTISING and bait and switch- July 14 told to contact Regional mgr. -I called ,left msg.-No response, July 22 ordered granite. Before choosing granite I specifically inquired on what granite slabs I could choose from. I told *** and Affordable Granite who I was, who was doing my remodeling and who sent me. I also called after placing the order to confirm that the slab was available. I was informed that YES it was. Aug 1 ** templated the kitchen and stated it would be approximately 4 days for the counters to be cut and installed. AUG 8 I had to call to be told that someone else needed to come and template AGAIN this would be the 4th templating countertops and that I had to choose a different slab of granite.

  

  Business Response

  Date: 09/20/2022

  Dear Valued Customer
  
  We are sincerely sorry for the circumstances at hand. You are correct, your contract date is 5/16/22. Thank you very much for your business. Thank you for reiterating some of our accomplishments and accolades!
  
  We are very sorry that you feel we are marketing false advertising. The facts are separate and distinct from your feelings and some of those will be provided in our response. Our staff and management have been in touch with you through the entire process. The dates of those interactions are: 5/19, 5/20, 5/24, 5/31, 6/10, 7/6, 7/7, 7/11. On 7/11, the day the install started, there was significant drywall and electrical work that needed to be addressed that was not within the scope of our work. We are not licensed, certified electricians and the work done previously by your husband had to be addressed. This was addressed and the project moved to the phase of needing granite for the countertops. You spoke to a manager and a GM on 8/8 and 9/1.
  
  We do want and strive for customer satisfaction but within the parameters of what is written and agreed upon. Nothing more. Nothing less. Just because you file a BBB complaint DOES NOT mean you will get what you want. Particularly if it is not fair and not what was contracted for or agreed upon. Anything else is a simple attempt to smear to get what you want. Please chose another granite that is within the cost and sales range for your project and we will be happy to provide it for you. You chose something out of the cost/sales range. This has been explained to you. It is unfortunate that the granite store/people told you to pick whatever you wanted rather than provide choices based on your price range. You cannot get something that is $10,000.00 more than your sales price, for free. You can pay some more if you like.
  
  Measure twice and order once is a good mantra for the remodeling industry. We are certain we will have it right and apologize for the few remeasures to ensure customer satisfaction. Once your new choice has been made we are very close to completion of the project and look forward to it.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:08/26/2022

  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.

  May, 2018, $15,000+, Window replacement for entire home, 25 year warranty The huge bay window repeatedly leaks. They replaced this window twice yet it has continued to leak. I requested service again a couple of months ago and the service tech came out and saw a small Crack on the wall outside and blamed it on that. I had this Crack inspected and was told it's cosmetic with no depth. The last 2 service calls I made them aware that I have photos and videos of the leaks that have damaged the blinds, window seal, sheet rock and wood flooring. They do not honor their warranty nor are they compensating me for the additional damages. This window needs to be properly replaced/installed. Please help.

  

  Business Response

  Date: 08/29/2022

  Dear Customer,
  
  We do apologize that you are experiencing issues with your windows.
  
  We do want to point out that this statement-They do not honor their warranty nor are they compensating me for the additional damages-is completely false and libelous and, if continued, will result in a Cease and Desist from out attorney. You have an intact manufacturer warranty and a guarantee from us. They are completely separate things.
  
  Here are the FACTS:
  Installation of all windows was 5/30/2018. Your windows passed an inspection by the building ********** of Hernando County on 6/7/2018. All finishing touches on your windows were completed on 7/1/2018 and we returned for, and completed, a small repair of some exterior trim/sealant on one window on 8/15/2018.
  We heard from you again on 4/19/2019. We arrived for another service on a window on 4/24/2019. On 6/6/2019 a window was serviced and completely reset. We also changed a lock on the sliding glass door we installed. We completely sealed any issues that *** have contributed to the leaking. Unfortunately, there was an interior window sill that was broken at the time. Addressing this did fall through the cracks and we are truly sorry. We did not hear from you again until 7/8/2020. You were scheduled for service on 7/15/2020 on the window. The broken sill was replaced at this time. It was determined that the glazing bead on the window was going bad. This is a manufacturer issue. Nonetheless, we returned on 7/23/2020 and addressed this issue. You contacted us again on 10/15/2020 about the same window and we returned on 11/3/2020 and addressed the windows, again. We did not hear from you again until 2/23/2021. In this instance you reported that, when you mowed, a rock kicked up and broke a window. There was NO mention of ANY leaking windows. We facilitated that the manufacturer replace the window at NO CHARGE despite it NOT being covered under their warranty due to the circumstances of how it was broken. This was 3/1/2021 and the window was FULLY replace on 4/21/2021, once the replacement product was received. We even repaired a torn screen while there. Thus far there are MULTIPLE instances of us honoring warranty facilitation. How are we not honoring the warranty?????
  We did not hear from you again until 5/22/2022, a Sunday. You were called on 5/23/2022 and a message was left on a scheduling date to, once again, return. You were scheduled for service that same day and we returned 5/26/2022. It was determined that the glazing bead, once again, was failing, a manufacturer issue, and we decided to order new glass and glazing bead for TWO fixed windows. We requested the product and were told the replacement product would be in by the end of July 2022. We were notified by our distributor that the product arrived on 7/5/2022. We were alerted that only glass for 1 window was received so we ask about this and our distributor reorders the product for the other window and we are told that this product will arrive in 1-2 weeks Our warehouse confirms that they received one piece of glass and bead on 8/5/2022 but the other still has not arrived. We ask, two times, where the other piece of glass is and finally our distributor, again, tells us they need to reorder it for a second time. We are told on 8/23/2022 that the second piece of glass, which we requested early in ***** will still not be to us for another 3-5 weeks.
  We have a significant and beefy ************* stamped database, emails, recorded calls, all that can be presented to substantiate the timeline above. Once again, once we have the product needed, from the manufacturer, we will AGAIN return and address your concerns and issues with your windows.
  It is of note that there is not one mention of- I requested service again a couple of months ago and the service tech came out and saw a small Crack on the wall outside and blamed it on that- to the contrary, our service tech notes CLEARLY in our database that the glazing bead is failing on the window, again, and, again, a MANUFACTURER issue and we will replace the product, again, under warranty, once we receive all the product requested. It is also of note that you have not asked to be compensated for anything. There are no indications that it has anything to do with anything other than a faulty window. If you seek compensation for something, ask the manufacturer. ******** order number ****** and their **************** Contact number is **************. At this link-- https://www.********.com/contact-us/-- you can request a warranty claim and the manufacturer will handle directly with you, if you think this is a better route than going through us.
  We will be in contact once we have all we have requested and get your windows taken care of.
  
  Morgan Exteriors Team
  

• Initial Complaint

  Date:08/25/2022

  Type:Billing 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.

  The company installed windows in my house in July. Once the installation was complete, I noticed one of the windows isn't correctly fitting within the frame and another window got the sill broken when they put it in.I called Morgan 7 times since then. The first time they asked me to send pictures and they would call back after reviewing those pictures. I sent the pictures and they never called back.After a week of waiting, I called them again, to which they stated they would look into it.The next time they said someone from the other office would call me because it was with another office.The next call I spoke to who sounded like a manager from the main office who transferred me to another lady who then requested the pictures again. I stayed on the line with them this time and she looked at the pictures and said her "person" that services this area would call to schedule a time.I called two more times and they said they would return and haven't yet.After 7 calls and almost 2 months, I feel my only option is to get help to resolve this since they are either extremely disorganized or uncaring. Either option doesn't provide me with a route for resolution.I appreciate the assistance and am looking forward to a response.

  

  Business Response

  Date: 09/22/2022

  Dear Valued Customer,
  
  Our apologies for the issues that were experienced as well as our delayed response.
  
  As of this response, after speaking with **************, management as well as our service tech have been to the home. The cracked interior marble sill has been replaced and the issue with the window has been determined to be a manufacturer defect and replacement product is on order. We will keep you updated on the arrival of the replacement product and get that installed as soon as we can. Please be assured that we will get everything taken care of and your window project wrapped up.
  
  Morgan Exteriors Team

• Initial Complaint

  Date:07/22/2022

  Type:Billing 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 September 9, 2021 I paid Morgan Exteriors $16,000.00 For eleven new windows in my home. Several inspections have failed and the job has still not been completed. I keep calling, They keep scheduling appointments and they continue to not show up. No calls, they just don't show. ****** and *******************

  Customer Answer

  Date: 08/11/2022

  Morgan Exteriors have contacted us and say they will complete to our satisfaction the problem but it hasn't been taken care of as of August 12, 2022
  ***********************
  *******************

  

  Business Response

  Date: 09/22/2022

  Dear Valued Customer,
  
  Our sincere apologies for the issues that were experienced as well as our delay in response. As of this response, after speaking to **************, the inspection is passed and everything is complete with the windows and there are some screens that need to be delivered and some minor post inspection steps.
  You have our assurances that this will be taken care of.
  
  Morgan ExteriorsTeam