Complaints

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

• Initial Complaint

  Date:06/02/2025

  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.

  Bid on the door on online auction. Slider door fogs on outside and freezes to ice on the inside during the winter. I contacted them several times to replace defective slider door. On 8/30/24 company ordered new screen because the lock was not working. They said they would call back 9/3/24. I went to company 9/11/24 because I never heard back from them. He sent two guys to check the screen lock (defective and they were unable to fix it). He has not called me and I have not heard back from him since 8-30-24. The defective slider door and the screen with the broken lock needs to be replaced.

  

  Business Response

  Date: 06/26/2025

  Thank you for bringing this
  to our attention.
  Our
  records indicate that our carpenter was on site following your initial call to
  us. We believe the photos provided may have been taken prior to our most recent
  visit. Regardless, Steve Morrison has since reached out to you directly and
  would like to schedule a time next week for one of our licensed project
  managers to inspect the slider door.
  During
  that visit, the project manager will assess both the door issues as well as the
  defective screen lock. Based on their findings, we will determine whether
  further repair or full replacement is required to resolve the issue to your
  satisfaction.
  We
  appreciate your patience and look forward to resolving this matter promptly.
  

  Customer Answer

  Date: 06/26/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23401492, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Diane Kilmer

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 18 Morrisons sent an untrained, inexperienced worker to my home. It was a disaster. Medicine cabinet - He drilled through the bathroom wall through the wall to the adjoining bedroom. I can sent you a picture. Toilet paper holder - He installed that upside-down and roll fell down. Toilet seat - He installed one that was not the proper fit. It was too big and I have picture. Towel bar - Even after I told Morrison that 18 was too long. He showed me 18 bar, which was not put in. Fan - worker put in fan/light. The fan has a delay when you put it on. This may be unsafe or just that kind of fan. I dont know because no user information from the packing was left for me. The worker told me that he was not a licensed electrician. This concerned me because I thought I was hiring a professional person. I have always hired a licensed electrician for electrical work. Since that first day of working in my house I have told Morrison about the problems. He dismissed them as mistakes that he would fix. Morrison has fixed the problems. However, I did not sign up for this incompetence. Morrison just called me on the phone. I told him that I was not happy with the job he did and I was contacting the BBB. I am a 76 year old retired teacher and my husband and I have lived in our home since 1979. Believe me, nothing like this has ever happened to us before. Morrison never apologized. I believe that this mess could have been avoided if Morrison had sent a qualified worked to do the job. Now I have to hire a licensed electrician to check out if my fan is safely installed. Also, I didnt want a patched up wall. Morrison says that he fixed the problems. But, I am not satisfied with this response. I believe that I should be compensated and I am willing to negotiate with your help. Thank you.

  

  Business Response

  Date: 05/29/2025

  Thank you for taking the time to share your concerns. We truly value every client and take feedback seriously as part of our ongoing effort to maintain the highest standards in workmanship and customer service.
  Wed like to clarify a few details regarding your project. The carpenter assigned to your home was an apprentice with multiple skill sets and was accompanied by one of our licensed lead carpenters. Additionally, our project manager was on-site on multiple occasions throughout the course of the project to monitor progress and ensure quality control.
  As with any renovation, especially when modifying existing structures, unexpected issues may arise. In the case of the recessed medicine cabinet, widening the opening unfortunately caused damage to the adjoining wall. We assured you we would repair the damage which we did. Steve ********, the owner, personally spoke with you during your office visit, apologized for the incident, and reiterated our commitment to resolving it.
  Regarding the fan/vent unit, we discussed the product details with you prior to placing the order and noted that the fan includes a built-in delay at startup. This is a standard feature of that model and not a sign of malfunction. You approved the selection at that time. Nevertheless, if you feel more comfortable having a licensed electrician inspect it, we respect your decision.
  With the toilet seat, an elongated model was mistakenly provided instead of a round-front seat. As soon as this was noticed, the correct item was ordered and installed. The upside-down toilet paper holder and your concerns about the towel bar size were also addressed upon follow-up.
  We acknowledge that your experience did not meet your expectations. However, we respectfully note that each concern you raised has been attended to and resolved. We regret that you felt the need to write this complaint, especially after our efforts to correct the problems and maintain open communication throughout the process.
  While we stand behind the quality of the completed work and the responsiveness of our team, we are open to having a respectful discussion to find common ground. Please feel free to contact us directly.

  Customer Answer

  Date: 05/29/2025

  Complaint: ********
  
  I am rejecting this response because:

  I disagree with your description of the job at my home.  The project manager or anyone else was not here to monitor the trainee.  If someone were checking up on the job, he would have noticed the damage.  I was the one who reported the damage to Morrison with my pictures.  The trainee had no skills, hence the damage.  That is a fact.

  It Is useless to rehash the details because we see things differently.  Yes, we were communicating because I was always pointing out another thing that was doing wrong.  
  

  I am sad that Morrison cant understand why Im unhappy.  I am hurt by all the excuses.
  

  I would welcome a conversation with Morrison.  I would like him to ask me, What can I do to make this better for you?

   

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

  

  Business Response

  Date: 06/09/2025

  We understand and acknowledge your feelings regarding the situation. While we may view some of the details differently, we fully recognize that this experience has caused you frustration.  In an effort to resolve this matter, Steve ******** spoke with ****** again to work toward an agreeable resolution. At this time, we do believe this has been addressed and resolved. That said, we want to reiterate that we are always open to further discussion if you feel there is more that needs to be addressed. We value your feedback and your satisfaction is important to us.

  Thank you,

  Morrison Home Improvement

  Customer Answer

  Date: 06/10/2025

   
  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 am relieved that my dealing with Morrisons Home Improvement is over.  I wont be using them for any future projects in my home.

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