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:12/03/2024

  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.

  I am writing to address the $300 overpayment charged to my credit card in connection with my recent purchase from Medallion Security. The agreed-upon balance, as per our contract, was $2,200. However, my card was charged $2,500. This discrepancy is unacceptable, and I am deeply dissatisfied with how this transaction has been handled.Per the request of the sales person, ** I provided a copy of the contract, which clearly outlines the total purchase amount as $3,200 with a $1,000 deposit, leaving a balance of $2,200. This information should already have been part of your ********** addition, I have called ** multiple times on multiple days, and it is evident that he is ignoring my calls. This lack of responsiveness only compounds my frustration and reinforces my perception of an unprofessional and discourteous approach to customer service.Frankly, I find this situation tasteless and unprofessional. It reflects poorly on Medallion Securitys commitment to providing a convenient and positive customer experience. Your actions do not align with the standard of courteous and professional service that I was led to ********* is evident that **'s handling of this matter has fallen far short of fostering consumer trust and satisfaction. As such, I am requesting an immediate refund of the $300 overpayment. If this issue is not resolved promptly, I will have no choice but to escalate further by filing a formal complaint with the Better Business Bureau and sharing my experience on social media platforms.

  Business Response

  Date: 04/03/2025

  Medallion made this adjustment at the time of completion. No money is owed. Please check your records. Thank you

• Initial Complaint

  Date:11/24/2024

  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 October 31, 2024, I noticed Medallion installing a gate on our property. I advised the workers that they were on our property and they asked me to call the office. I called the office and spoke to *****, Service Manager, and advised the workers were putting a gate on our property and needed them to remove it. She asked me to send her a copy of the survey and include my name and contact information. I emailed the survey to the email address she provided. She returned my call and told me that her customer has misinformed her about the location for the gate and it would be removed promptly. I followed up the next day with ***** to advise her that the 2 posts that were installed for the gate had not been removed. She said the workers would return but were on another job and it may take a day or two for them to return. On November 4, 2024, I called ***** again to advise that there posts had not been removed. She said she was not sure if the workers would return to remove the posts. She informed me she wasn't sure but were done with the project. I followed this with an email to outline my efforts to have Medallion remove the 2 posts they installed by mistake. There was no response to any of my emails. I again emailed ***** on November 6, 2024 after speaking with her by phone in which she basically said she was washing her hands of this situation because her customer was so difficult to deal with.

  Business Response

  Date: 04/03/2025

  This gate was removed. This dispute is between you and your neighbor. Medallion did everything that we could. Please contact your neighbor to resolve issue, Thank you 

  Customer Answer

  Date: 04/03/2025

  
   Complaint: 22599361
  
  I am rejecting this response because:
  The posts that Medallion installed on my property in error are still there. It is the responsibility of Medallion to remove them and fix the ground they dug up and cemented the posts in. It was there responsibility to get a permit and property survey before starting their work. The posts are still there due to Medallions negligence. They need to undo what they did. If they never installed them, there would be no dispute with the neighbor. The neighbor lied to them and said they went to court to resolve the property line and Medallion accepted that without asking for documentation before they started the install. They are responsible for this situation and need to correct.
  
  Regards,
  
  ***** *********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/06/2025

  Ms. ********* is not contracted by Medallion.  The post, according to our customer is on their property and they want them left alone. We cannot force our way onto Someone's property to remove them, so I'm not understanding the miscommunication. This is between Medallions customer and Ms. ********* not **********************.

• Initial Complaint

  Date:10/09/2023

  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.

  This is an Fire-Damage Insurance Claim that has been PAID IN FULL ($3500) but not SATISFIED On July 27, 2023, I encountered a fire at my residence where there was damage to the vinyl fence installed in 2003 by Medallion. I contacted Medallion for an estimate for the damage. Medallion provided the estimate, and the estimate was submitted to my insurance company where payment was made for the repairs. When I contacted Medallion to schedule the repairs, ***** the Office Manager indicated she had lost the estimate however, she proceeded to take payment in FULL ($3500) from me for the repairs that were identified in the quote provided by the Medallion representative. On the day of the scheduled work, a representative from Medallion appeared on my property and stayed for a period of time however no work was performed. I expected the work to begin that day as that was what *****, the office manager, told me. The next day the workers showed up at my home unprepared to complete the repairs. The workers were told to reinstall the fire-damaged gate. I informed them immediately that the insurance company and their representative had quoted, and I had paid for the replacement of the damaged gate. The workers continued to repair the other areas of damage leaving the fire-damaged gate to be repaired the next day. I contacted Medallion and spoke to *****, the office manager again and she pretended not to know anything about the gate. I informed her what the discrepancy was again she pretended to take the information knowing she had no intentions of fulfilling the request but was just lying to me to get me off the phone. The next day Medallion never showed up when contacted they lied to me again. I was told by *****; the office manager Medallion would come to replace the gate the next day. To date, the gate has not been replaced, and Medallion has not sent any workers nor contacted me to reschedule the replacement for the fire-damaged gate. This is an unacceptable business practice. They were paid and full and have breached the contract for repairs that they promised to provide. They made an error and refused to take accountability for it. They have been paid and see no reason to fulfill the contract. This is fraud and theft of the insurance money that was paid for the claim.

  Business Response

  Date: 10/31/2023

  Medallion has no problem replacing the gate, there is no reason for us not to replace the gate. I will look up all the information on this service and execute what needs to be done, thanks

• Initial Complaint

  Date:07/27/2023

  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.

  5-6-23 - I called to request repair on my security.5-11-23 - Medallion called to say they would order the part.6-2-23 - I called Medallion for update on the part.6-7-23 - I called Medallion and they said it would be repaired the next week.6-8-23 - I called Medallion and the repair will be done on 6-13-23. 6-13-23 - The repairman came to repair the door and the wrong sized piece had been ordered.6-14-23 - I called Medallion and asked if they had put in an order for the right size part and they responded that it had been ordered.7-12-23 - I called Medallion about the repair not being done and she said the person I needed to speak with would call me back. He called and said he would investigate and call me the next day.7-17-23 - I called Medallion to say that I had not heard from the person in charge and was informed that he was on vacation.7-17-23 - I called the manager and left a detailed message. As of today 7-27-23 I have not heard anything from Medallion. In reference to this complaint I have been the the person doing the calling. Except for two instances I have been forced to call them to try to get a resolution to my problem. Medallion has shown no interest in making this repair happen.Their customer service and follow through is none existent

  Business Response

  Date: 01/17/2024

  This service is all done and the customer is very satisfied  

• Initial Complaint

  Date:12/18/2022

  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 have reached out to this company on several occasion since October 2022 and I have only been blown off and ignored. every time I call, I get a man named ***** whom I'm not sure what his title is. He has to relay all my concerns either by writing why I am calling, or he tells me to hold on while I go upstairs and talk to the manager.My request is simple, and it has begun to be a pain trying to execute my warranty on the deck that was installed... Sometimes when I wait to get a response I have to call back when I am told by (*****) who I can only communicate with. He, from what I am told has nothing to do with the construction part of the company.When I did callback and get a different person, they will not connect me with the people I need to talk with I always get an answering machine telling me it's ***** leave your message.I finally got a gentleman to come out and visually and physically look at the part of the deck that was put in when it was installed incorrect which he noted and took measurements and told me he would pass it on and probably the one to come back and correct the issue that occurred at the original installation.Once again time has passed no call informing me when they would be out.What I got was of course ***** trying to justify why they would not be coming...which made no sense. they claimed I needed to give them access from underneath the deck.I had to call back and once again...can't talk to the manager...yes, ***** again with excuses. I had other deck companies come out to see my deck and they said all they have to do is remove the decking and install the beam that was supposed to have been made with the measurements that were taken.***** is trying once again justify what the people who install decks should be discussing with **** get from ***** it's going to cost $900 to fix what was incorrectly done in the beginning. I said I would not be paying the said amount due to warranty. Then ji was told it was for a beam that was rotten.

  Business Response

  Date: 01/27/2023

  We will look into this matter and we will contact the customer to resolve the issue, thank you

  Business Response

  Date: 01/17/2024

  The service for **.*********; is done.

  Customer Answer

  Date: 01/30/2024

  Didn't know you were waiting for my response 

  I always have a response 

• Initial Complaint

  Date:12/06/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Date of the transaction: September 29, 2022 2. Paid the Medallion Security door & window $3,000.00, as down payment for the front security door with a remaining balance of $7,000.00 due on completion with the installing security screens around the complete patio at house.3. We agreed to have them make and installed a front security door. We also, requested to have security screens made up and installed surrounding our patio.4. We have contacted Medallion Security on numerous occasion to get status update on the security screens since October 2022, and have someone come out to repair our door but to avail. we have been told that someone will contact to set up a date. But this has been month since our first call. 5. We need someone settle this dispute, or cancel our contract for the remaining balance.

  Business Response

  Date: 12/07/2022

  We will have someone contact you today, thanks

  Customer Answer

  Date: 12/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

  We are still awaiting permission for two of four homeowners to sign permission to have the patio screens installed at rear of the house by the HOA, which is required.  

• Initial Complaint

  Date:12/02/2022

  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.

  This complaint pertains to a fencing product installed by Liberty Fence and Rail Co. DBA Medallion Security Door & Windows Company of Maryland Inc., “Hereafter”, Medallion. The said product was installed on or about October 11, 2021. On or about August 23, 2022, a detailed service email with pictures and video was forwarded to [email protected]. The email expressed concerns with respect to the structural integrity of the fence installed. On an unknown date and time representatives of the Medallions service department reported the subject property, with respect to the aforementioned service request. Although technicians attempted to fulfill the service order, we continue to encounter the same issues. On or about October 30, 2022, a follow-up email regarding my verbal and documented complaint was submitted to [email protected]. The complaint reiterated our concerns about the structural integrity of the fence. We also noted the fence may be a danger to our family and those who might pass by it. I was informed that your installers would come to our home to look over the fence and propose a solution to stabilize it. However, much to our dismay, they could not stabilize/fix the product. On or about October 27, 2022, service technicians Johnathan and Tony arrived at the subject property around 1:40 PM. The aforementioned technicians were unable to fix the structural integrity of the installed product. The technicians also stated that the fence was not properly installed and a supervisor would contact us with the next service date to fix our fence. After a week or so went by with no contact from your company, I took the liberty of calling your service department on or about Friday, November 11th, 2022. We've spoken with the service department on or about November 16th and, November 18th, regarding a date and time when technicians would be able to fix the fence. The service department was unable to provide us with any information. Respectfully Submitted, ************************************

  Business Response

  Date: 12/05/2022

  This fence is a vinyl fence. Vinyl fence does have some flexibility to it, that's why Medallion installs all of our vinyl fence with steel stiffeners in every post. Medallion went out and inspected the fence and it was installed correctly. Vinyl fence is not stiff like a wood fence would be. We have a lifetime warranty on all of our vinyl fences. Medallion has explained all of this to our customer. The customer wants a stiff fence, vinyl fence will have flexibility to it, thanks   

• Initial Complaint

  Date:11/02/2022

  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.

  The work that was requested was to replace French primary doors with single pain glass French doors. What was done and written in the contract was for a secure screen door costing $4500. We expressed to the salesman Eric what we wanted. When the work was completed and we realized only a screen door was done, Eric was contacted immediately and was told that the primary door was never touched. He stated that he would look into the issue and give us a call back. We never heard from him again. Left voicemail messages that he never returned. Eric was called on November 2 And I informed him of the work that was not completed and what was asked for. Eric stated that the contract included a screen door and he was aware that we wanted the primary door replaced. However, he continued to do the work with only the screen door, I contacted the owner Mike and informed him about the issue with us being senior citizens, and feeling like we were taken advantage of by Eric proceeding to do the work that he knows was not requested nor in the contract. I was informed if we wanted to move forward with a primary door it will be an additional $6500 and there’s nothing he could do we have had work done with this company in our home with a sliding glass door and a privacy fence. I expressed to him , it is a ethical and moral issue that we have with the representative Eric and the company proceeded to do the work knowing it was not the work that was being asked for there’s no resolution other than for us to pay an additional $6500 for what we asked for.

  Business Response

  Date: 11/07/2022

  Our salesperson went out and resolved the issue, thanks

• Initial Complaint

  Date:08/31/2022

  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.

  I purchase a security door from Medallion. I gave the sales person a $900.00 deposit. The installers came with the door and I was not satisfied with the condition of the door and the installer took the door back to Medallion. I called Medallion same day and was told they would get back to me. This was two weeks ago and no response from anyone at Medallion. I have been trying to get in touch with someone at Medallion to discuss this issue and keep getting the run around. I spoke briefly with the sales person who said he would return my call when got back to the office this was several days ago. Please let me know how to proceed. Thank you.

  Business Response

  Date: 09/13/2022

  This issue has been resolved with the homeownerTell us why here...