Complaints

This profile includes complaints for Midtown Home Improvements Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Midtown Home Improvements Inc.

  120 Resource Dr Wentzville, MO 63385-1560

  
• 

  Midtown Home Improvements

  945 N Edgewood Ave Wood Dale, IL 60191-1220

  
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  Midtown Home Improvement

  5595 Oakdale Rd SE Mableton, GA 30126

  
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  Midtown Home Improvements, Inc.

  4420 E 142nd St Grandview, MO 64030

  
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  Midtown Home Improvements

  1400 Donelson Pike Suite A20 Nashville, TN 37217-2934

  

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:01/08/2025

  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.

  The sales *** knocked on my door to sell me a roof, which I really needed, but could not afford. He offered 12 months same-as-cash financing, which I agreed to. Roof was installed, then I received a letter from the finance company saying first payment is due in 90 days. I called them (*************************** of **********, **), with no result. I then called Midtown, who insisted it was an error, and they would fix it. After multiple contacts with multiple employees over more than two months, they have gone from were working on it, to not responding at all. I just want them to honor the original agreement, which I have in writing. Payment is due in a few weeks, and paying it will be an extreme hardship for me, as a single mother of 2 young kids.

  

  Business Response

  Date: 01/15/2025

  Dear Coeli,
  We sincerely apologize for the inconvenience and stress this has caused you. At Midtown Home Improvements, we strive to ensure every customer experiences a seamless process from sales to production and through all financing opportunities. Unfortunately, there was an issue with the financing for your project. Our COO personally spoke with the leadership at the financing company to ensure you were properly taken care of. As a result, he secured a new loan for you, which will require your signature to proceed.
  He attempted to contact you on January 14, 2025, and left a voicemail with details, including his cell phone number for you to return his call.
  Midtown Home Improvements is committed to providing the best possible experience for all of our customers, and we truly appreciate your feedback. It helps us review and improve our processes as we continue to grow.
  Thank you,
  Midtown Home Improvements Management

  Customer Answer

  Date: 02/23/2025

  I thought this was resolved, but Im getting collections calls from a third party, and MidTown is not responding to my requests for help. The third party will not work with me - Ive tried.

  

  Business Response

  Date: 02/26/2025

  Coeli,
  We sincerely apologize for this situation. This is far from the experience we aim to provide our customers, and it certainly falls short of both your expectations and ours. We truly appreciate you taking the time to speak with us and provide all the details regarding the issue.
  Our leadership team has already begun working to resolve this for you. Please know that you are a valued customer of ********************, and we are committed to making this right. We will ensure that this does not happen again.

  Midtown Home Improvements Management 

  Customer Answer

  Date: 03/07/2025

  I am pretty sure they resolved this. They told me it was, but I was waiting for confirmation from a third party. Third party denied correction, but I THINK Midtown has since resolved it. 

• Initial Complaint

  Date:12/31/2024

  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.

  Purchased windows and siding which were installed in August 2023. 2of the windows were defective. One defective window was replaced, no problem. The 2nd window that was replaced April 4, 2024 did not match the rest of the windows. The contractor alleges they cannot match the window because of factory problem. The window that does not match is the middle of 3 windows that are adjacent to each other. The contractor is offered to replace the 3 windows but cannot guarantee color match. When the purchase was made, it was made with the understanding that all the windows throughout the house would match, this is not the case, I now have one window that does not match. The only way to resolve the problem would be replaced all the windows in the house or refund the money I paid for the windows.

  

  Business Response

  Date: 01/06/2025

  Dear *******,
  We sincerely apologize for the inconvenience youve experienced with your project. Weve made every effort to provide solutions and resolve this issue to the best of our ability.
  During the processfrom the sale date to the installation datethe manufacturer of the ******** window you purchased, ******, discontinued that product line. This is why the replacement window came from their Comfort Smart line. While the glass pack and structural integrity remain identical, we understand the frame design differs slightly. Unfortunately, we had no way of anticipating this change, which is also why we no longer work with Plygem.
  To address this situation, Midtown offered two potential resolutions:
  Reimbursing you fully for the one replaced window.
  Replacing all three windows with products from our new manufacturer, *******, completely free of charge. This would ensure all three windows match, though we want to be transparent that while Lindsays color options (beige interior and royal brown exterior) are a near-perfect match, there may be slight differences due to the change in manufacturer.
  We regret that our last recorded communication in May, where we presented these options, did not receive a response. Please know that we are still committed to working with you to resolve this matter.
  Again, we deeply apologize for any inconvenience this has caused and appreciate your understanding as we navigate this challenge together. Please dont hesitate to reach out if youd like to revisit the options or discuss further steps.

  Thank You, 

  Management Midtown Home Improvements

• Initial Complaint

  Date:12/27/2024

  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.

  High pressure sales, **** cancel contracts...very pushy

  

  Business Response

  Date: 01/02/2025

  Mr. *************** a company, its essential for us to maintain integrity and professionalism in all interactions with our customers at ********************. Therefore, we will present the facts as they were recorded during our dealings with you.
  The initial appointment and contract were signed on October 29th, which clearly outlined the 3-day rescission period, allowing you to cancel the project without incurring any charges. Your project was then sent to our production team on October 30th, and a welcome email along with a request for your plot plan was sent on November 4th. Two weeks later, we followed up via email and phone call requesting the plot plan, which delayed the process.
  On November 25th, you called to cancel the project. In response, we arranged for a senior sales representative to meet with you and your wife on December 6th. During this meeting, it was noted that you became aggressive towards our team member, who felt unsafe and had to leave. It was also noted that your wife still wished to proceed with the project as originally scheduled.
  The following day, you spoke with another sales representative who provided a new, reduced price for the same project. You agreed to this new price and chose to continue with the project. Our production team made further attempts to contact you, including calls and emails on December 17th, requesting your *** contact information. They also applied for the necessary permits. Your wife responded with the *** information, and we sent all required documents to be signed for approval.
  On December 23rd, we paid for the completed permit and attempted to reach you by email and phone. On December 27th, we again tried to contact you regarding the *** approval, at which point you informed us that you wished to cancel the project. We explained that our production team had already begun processing your project, including permit submission, design work, and custom cutting of your fence. Additionally, we reminded you that the 3-day rescission period outlined in the contract had passed. We then contacted the City of ********** to request the cancellation of your permit, but we were only able to leave a message.
  Since the complaint was filed, our ** has spoken with you regarding the details of your contract and interactions with Midtown Home Improvements. It has been mutually agreed to cancel your contract, with no refund being issued,and you have agreed to remove this complaint. We appreciate the opportunity to address this matter and resolve it amicably.
  Its unfortunate that you had an unsatisfactory experience with us. However,our team, from sales to production, has maintained professionalism throughout the process and made consistent efforts to keep you informed. We stand behind the work and dedication of our team to bring your project to completion.

• Initial Complaint

  Date:11/11/2024

  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.

  On Oct 01, 2024, Midtwon Home Improvements (based out of ********) with offices in *********, Il. was contracted to build an exterior deck. I was told all materials, permits, survey, clean up was included. The design included lighted caps on posts surrounding deck. During sales pitch, this was discussed, but was told company did not have electrician on staff, but had third party electrician and I was responsible for any fee. I elected to demo/remove existing deck to save money. I was also told any rotted wood behind existing deck would be replaced (included) but I was responsible for painting. A project manager arrived days later for measurments, again we discussed electrical and rotted wood replacement. We also discussed configuration of deck. When work began, installer dug six holes (piers) piling dirt in yard (which was not removed/cleaned up). Upon installing deck frame, electrician was never scheduled until frame approved by inspector and my inquiring of project manager, which required decking to be stopped so electrical work could be scheduled/installed. Installers regularly used my bushes as their bathroom, no porta potty provided. Communication with installers was difficult at times due to language barriers although I was informed a crew supervisor spoke English and would be present (never saw until late on last day). Daily clean up did not occur requiring me to inspect grounds picking up nails/screws/razor blades to prevent injury to children. On final inspect which was not approved, because electrical was not included in permit, I had to make payment and adjust permit. I have asked many times for actual stamped plat of survey which I paid for but have not received. When installers finished, I had to again pick up nails/screws/razor blades and beer bottle caps in yard and driveway. Dirt pile remains. Rotted board not replaced. Only correspondence from company was about retrieving material overage. I have yet to hear from company (poor customer service).

  Customer Answer

  Date: 11/12/2024

  Ref to complaint #********. I just wanted to update you and the file, that since I filed this complaint, Midtown has  responded that they will replace a rotted board on 11-18-2024. If not, I will again update you. I still have not received the stamped plat of survey in this matter as I previously reported even though Midtown on 11-05-2024 agreed to send it to me. Thank you for assistance in this matter.

  

  Business Response

  Date: 11/20/2024

  Dear ***** & ********,
  
  Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience or dissatisfaction you experienced during your deck project. Our aim is always to provide the best client experience possible, and we value your input to help us improve.
  
  **Project Update and Upcoming Work Schedule:**
  - **Cedar Siding Installation:** On November 19, ****** successfully installed the new cedar siding. The old siding was removed, the wall was cleared of nails, and all cracks and seams were sealed.
  - **Scheduled Work for November 26:** *** will install a 4x4 post with a virgin vinyl sleeve and crossbars, connected to the stairs, including lighted caps. This is scheduled for Tuesday, November 26th.
  - **Yard Cleanup November 20:** ******** crew will be on-site tomorrow afternoon to remove trash, dirt, and debris, and conduct a thorough yard cleanup.
  - **Return of Materials:** We have contacted our vendor, *****, to arrange for the pickup of return materials this week. We are awaiting confirmation of their ETA.
  
  **Addressing Your Concerns:**
  - **Materials, Permits, and Clean-Up:** We apologize for any misunderstanding regarding the inclusion of these items. Your feedback about the rotted wood replacement and the electrical work coordination is noted, and we will work to improve our communication and scheduling processes.
  - **Clean-Up and Communication:** We regret that daily clean-up was not up to standard and that there were language barriers. We will ensure that these issues are addressed with our teams.
  - **Inspection and Permit Issues:** We are sorry for the inconvenience caused by the permit issues and the delay in electrical work. We will review our process to prevent such occurrences in the future.
  - **Stamped Plat of Survey:** We acknowledge your request for the stamped plat of survey and will expedite this for you.
  
  We appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out. We are committed to resolving these issues and providing you with a positive experience.
  
  Best regards,  
  Management  
  Midtown Home Improvements Inc.

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
    The ** of the local office of this business reached out to me and met with me in person. The majority of the issues appear to have stemmed from communication issues, which after speaking with the **, I believe will be addressed. As I write, the pile of dirt was removed, along with additional demo'd material. Siding has been replaced and other issues scheduled to be handled. Other issues involving personnel and communication were discussed.
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/02/2024

  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.

  Our deck and foundation were being destroyed by ground hogs and realized the deck needed to be replaced. I work full-time 14 hours a day and my partner scheduled and appointment with Midtown. They agreed to rebilled out current deck, 12X12 for $20K with finance charges it is now $36K. The deck has been installed by a crew that consisted of a man a women who did a wonderful job. We now owe $36k for a 9X12 deck that could have been built for less than $5k. Once the project was started we never saw an employee of Midtown. I'm considering taking legal action against them as they over charged us for a very small deck. This company should not be allowed to continue to business in the ** area.

  

  Business Response

  Date: 11/11/2024

  We appreciate the opportunity to address your concerns and correct some inaccuracies in your review. Your project was agreed upon and signed at $23,993, which included a professionally installed 9x12 PVC deck replacement. The original deck was a 10x12 not 12x12, This size was clearly documented in your contract, reflecting the accurate dimensions of the new deck.
  
  At your request, we added lattice to the project, increasing the cost by $1,000. To avoid adjusting financing, our General Manager personally visited to resolve this and provided a $1,000 discount, meaning the lattice addition was completed at no extra charge. Your financing remained as originally agreed, and you received this additional work without further cost.
  
  Throughout the process, we maintained regular site visits, with either our General Manager or Production Manager on-site nearly every day. The project timeline was communicated from the start, and we delivered well within the promised timeframe. The project was sold on September 18th, and due to the lattice addition and required change order, the production team received your job on October 4th. We performed the re-measure on October 9th, delivered materials on October 21st, and completed the deck on November 1st. Our team delivered a high-quality installation, which received positive feedback from neighbors who even inquired about similar work after seeing the quality of your deck.
  
  We understand that home projects can be stressful; however, the repeated aggressive communication with our team throughout and now after the project has been unwarranted. It appears that the multiple negative reviews may be an attempt to leverage a discount or adjustment on a project that was completed to high standards. Fair and transparent communication is essential, and we stand by the quality of our work and the terms agreed upon in the contract. Despite these interactions, our focus remained on delivering an outstanding result, which we did.
  
  We stand by the quality and fairness of our work and trust this clears up any misinformation about this project.

• Initial Complaint

  Date:10/21/2024

  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 issue is with trying to get warranty work replacement boards for our deck that was installed in2018 or 2019. The pvc boards are peeling and discoloring. The deck has been paid off for about a year and half. The earliest phone call I can find on my phone is April 30. On May 6, Aug 7 and Sept 26 I contacted Midtown. They called me on May 7 and Aug 7. When I do talk to a person, I'm told that they no longer work there and that the new person will have to research what the other person did. During one of these calls, I talked with the **** who is the top guy.The first ******** service rep **** ******) had me send pictures to her personal phone. Most of our communications were through email or text. On May 23 in an email ***," thanks me for my patience and waiting on manufacturer to see if they are covering boards under warranty." Then on June 3 another email from ***, still putting the blames on delay on manufacturer. According to emails Re: Sharp *****.

  

  Business Response

  Date: 10/25/2024

  We apologize for the issues you're experiencing with your Zuri deck. The flooring comes with a lifetime warranty from the manufacturer, so they will replace any faulty boards for you. Please note that the process of submitting a warranty claim and receiving the credit voucher from the manufacturer can be somewhat lengthy, but well do our best to expedite it.
  Since you, as the customer, need to submit the warranty claim to Zuri, please reach out to Nici or **** ******** at our office if you havent already done so or if you werent informed of the process. They will guide you through the steps to ensure this is addressed as quickly as possible.

• Initial Complaint

  Date:10/10/2024

  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 hired the business to install a fence on our property, I paid them $2270.00 on 7/23/24 the fence was never installed, they never return my calls. When I finally got a hold of someone in the office, I was told ***** had left but that was untrue because I had just got off the phone with him. They have been giving me the run a round, at this point I would just my refund of $2270.00.

  

  Business Response

  Date: 10/21/2024

  The client's refund is scheduled to be processed on 11/6/24, as our refund process typically takes four weeks. The client spoke with the general manager on 10/9/24 to request a cancellation, at which time we informed them that their refund would be issued within four weeks.
  The project was initially sent to our production department on 7/30/24. Midtown measured the site on 8/9/24, and we completed the final drawing on 8/12/24, submitting it for both permit and *** approval. Unfortunately, the client's *** denied the height of the proposed fence. We then initiated a change order to adjust the fence to a shorter style, but this was also denied by the ***.
  After further efforts, we finally received what style the *** needs. Despite our efforts, the client has expressed dissatisfaction, claiming that no progress has been made and requesting a cancellation. However, Midtown has taken every possible step to complete the project in a timely manner.

• Initial Complaint

  Date:09/11/2024

  Type:Product 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.

  Midtown Home Improvements solicited at our home and requested to have a sales person give us a bid on replacement of our front porch. At the time we were only interested in replacing the floor and stair treads. A sales person came out on April 25th and sold us on the idea of replacing the porch. He pushed the idea of no maintenance materials to enable us to "age in place." We explained to him and it was his understanding that this was contingent on keeping our porch rail design which is a signature of our home builder. The sales person warranted that we would be refunded our deposit IN FULL if that was not possible. Reusing the existing porch railing stencil was specified in our agreement. The salesperson asked and was given a check for 1/3 deposit $16,660. Months passed and finally on June 27th the salesperson returned with a production manager and it was clear that the terms of the original agreement could not be met with out making significant changes to the porch and the stencil could not be incorporated into the design. The contract was cancelled and the sales person stated, as originally agreed, that we would be refunded in full $16,660 within one to two weeks. After three weeks, I called about the refund of our deposit and was told that we would receive our refund in another two weeks. We finally received our refund check in the mail on July 31st. The check was in the amount of $16,360 which was $300 short. I contacted Midtown for an accounting/receipt of the $300 charge and finally received a telephone call from **** ******** who said it was for an "admin" fee. When I challenged him on this as an unfair business practice, he agreed to expedite the return the $300. I also advised him that the sales persons approach was predatory toward seniors. As of today, we have not received the $300.

  

  Business Response

  Date: 09/17/2024

  We would like to confirm that no predatory practices occurred during this appointment. Midtown designed a beautiful deck project for the client on April 25, 2024. The project was handed over to our production department on May 1. Our measure technician visited the site on May 16 to re-measure the project. Over the following weeks, we explored various options to incorporate the client's desired handrail stencil.
  In June, one of our senior production managers, along with the original sales representative, revisited the site to find a viable solution. Unfortunately, we were unable to reach an agreement with the client, leading us to cancel the project and issue a refund.
  The $300 retained was allocated for the measure fee and administrative costs associated with the project. This amount was significantly less than the time and resources we invested in the project. The client did express concerns about the retained fee and threatened to file a BBB complaint and disparage our company to neighbors unless we refunded the $300. In response to this, our General Manager, ****, agreed to process a refund of the $300. This refund is currently being processed and will be issued to the customer.

  Customer Answer

  Date: 09/18/2024

  The response from the business with regard to the events involved with this complaint are not accurate. First, April 25th we were provided with a Description of Deck Work which I provided with the complaint.  It is not in anyway a "beautiful design" as described by the business.  We received absolutely no sketches or plans or progress of work or anything of value from Midtown.  We cancelled the contract on June 27th when finally Midtown could not incorporate the porch railing design but also had to make significant changes to the footprint of the project destroying our side walk and landscaping. We were told (recorded on our Ring camera) that we would be refunded in full within 1-2 weeks.  After a month, we called about non receipt the refund of our 1/3 deposit $16,660 and were told it would arrive in another 1-2 weeks.  When it arrived and was $300 short, I asked or an itemized accounting of the $300. After several days, I heard from "****" on August 3d who advised it was a admin fee with no specific accounting. I told him it is an unfair business practice and I would be reporting this to the Better Business Bureau and advising my homeowners association that we would not be proceeding with Midtown.  **** offered to refund the $300 if, and only if, I did not write a bad review on ****** or Yelp or contact the BBB.  This is totally different than what the business states in their response to this complaint to the BBB. The business states that they are processing the $300 refund NOW, although **** assured me he was expediting the $300 refund on August 3rd.  I'm afraid if I accept the business reply to this complaint now, I will never see the $300. May I wait until I receive the refund to close this matter?

  Customer Answer

  Date: 09/25/2024

  I sent this response to the BBB on September 18th with regard to the response from the business:

  "The response from the business with regard to the events involved with this complaint are not accurate. First, April 25th we were provided with a Description of Deck Work which I provided with the complaint.  It is not in anyway a "beautiful design" as described by the business.  We received absolutely no sketches or plans or progress of work or anything of value from Midtown.  We cancelled the contract on June 27th when finally Midtown could not incorporate the porch railing design but also had to make significant changes to the footprint of the project destroying our side walk and landscaping. We were told (recorded on our Ring camera) that we would be refunded in full within 1-2 weeks.  After a month, we called about non receipt the refund of our 1/3 deposit $16,660 and were told it would arrive in another 1-2 weeks.  When it arrived and was $300 short, I asked or an itemized accounting of the $300. After several days, I heard from "****" on August 3d who advised it was a admin fee with no specific accounting. I told him it is an unfair business practice and I would be reporting this to the Better Business Bureau and advising my homeowners association that we would not be proceeding with Midtown.  **** offered to refund the $300 if, and only if, I did not write a bad review on ****** or Yelp or contact the BBB.  This is totally different than what the business states in their response to this complaint to the BBB. The business states that they are processing the $300 refund NOW, although **** assured me he was expediting the $300 refund on August 3rd.  I'm afraid if I accept the business reply to this complaint now, I will never see the $300. May I wait until I receive the refund to close this matter?"

   

  To date we have not received a refund of $300 as promised by Midtown Home Improvements. 

  

  Business Response

  Date: 09/30/2024

  Check has been put in the mail dated 9/27/2024. 

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:
  
  We finally received a check today for $300 representing the remaining amount of our deposit with regard to complaint ID ********.

  We are confident that we would not have received the return of our deposit from Midtown Home Improvements in the absence of the assistance of the Better Business Bureau.  Thank you for assisting us with this matter.

  ***** *****

• Initial Complaint

  Date:09/10/2024

  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.

  Early last year I contacted Midtown for some repairs on my deck they installed. I spoke with ******* and she took my data. Didn't hear back for awhile, called again. Got the same run around that it will be looked into and I would receive a call back. Waited a couple of weeks, no reply. I called back and they had no record of what's wrong. I then sent pictures by email to ******* per her request. Still took 2 months for them to come out and replace a couple of side boards and a light. The major repair "floor planks were warping and causing a tripping hazard" still not addressed. They would send out one guy to look at it, and then another to look at it. Oh well we need someone else who deals with this type of issue to look at it. Really you couldn't of done that in the first place? About 7 months had passed and finally a guy came out and said yeah you have a problem alright. Nailed some boards under the deck to pull down the boards and said will be back in a month. Still waiting, been over 3 months. I am paying alot of money to have a defective deck. There communication skills are not working, play a passing game with your information. This company is eager to get your business then throw you to the curb. I need my deck fixed and there should be compensation for not being able to use my deck with warped boards. I wouldn't recommend them to anyone.

  

  Business Response

  Date: 09/16/2024

  I spoke with the client today, 9/16/24, regarding some confusion about the service we provided. We replaced cracked material and also addressed the warping of the floor joists beneath the deck. The surface flooring was warping due to the underlying wood being warped. To resolve this, we reinforced the warped joists by adding additional support. This method typically corrects surface warping, and in this case, it was effective.
  The client initially believed that all the joists needed to be replaced, but it's important to note that wood naturally expands and contracts with temperature changes, which can occasionally cause issues like this. However, we have implemented a solution-focused service, and as of today, there is no warping of the deck boards. We have confirmed this with the client. 

   

  Sincerely, Midtown Home Improvements

• Initial Complaint

  Date:09/07/2024

  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 had a fence installed in 2020, when design and construction was started it was to be property line to property line. Once construction was started the team worked quickly and efficiently to put up fence, I was not there and when I returned home the person there told me that they had to make changes to design. Due to a sewer cover causing a deflection of fence line into neighbor's yard which I was told would require city approval and property assessment to move into neighbor's yard. Then I was supposed to get a gate which was forgotten but Midtown refunded me for not getting the gate. Now my HOA has come after my fence design not being to the specification that was designed by Midtown, so now I have to get the fence changed or get fined by HOA. So, I reached out to Midtown, and I was given an email to someone who would be able to help. I have sent emails and have made calls, only to be told that they are behind due to backed up work. But no return calls and returned emails, I have come to write a complaint. All I need is to have the fence moved or corrected per HOA complaint and have sewer incorporated into my yard.If anything, I am looking to have a modification or quote to have fence repaired.

  

  Business Response

  Date: 09/13/2024

  We apologize for any inconvenience this may have caused. It's been an exceptionally busy year for us, and we are actively working to hire more personnel to better accommodate our clients' needs. Rest assured, someone from our service department will be in touch with you shortly to discuss whats needed to relocate the fence.  

   

  Sincerely, Midtown Home Improvements