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

  
• 

  Midtown Home Improvement

  5595 Oakdale Rd SE Mableton, GA 30126

  
• 

  Midtown Home Improvements, Inc.

  4420 E 142nd St Grandview, MO 64030

  
• 

  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:09/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract on 7/16/2024, for a Deck and Sliding Glass door. The salesman looked at my door and said this is a custom door and will need to be special ordered. The total for a 12x14 deck and a standard door was $53,413. There were discounts if I signed same day, bringing the total to $42,330. The salesman went through all the bells and whistles. Failed to mention the 3 day rescission period on the contract. I signed and gave a $2000 deposit. I was unable to secure the funds and cancelled, via their portal, on 9/1/24. Deck was scheduled for October, no specific date provided and door would be installed once the deck was complete. The ** returned my call stating they had a contract and they would be installing a deck and door but could make adjustments to the deck to lower the price. I advised I do not have the funds at this time. I take full responsibility for thinking I could get the funds and offered (at that time) for them to keep the deposit. Lots of back and forth but GM &#**;kindly&#**; advised they would let me out of the contract for the deck but not the door. I contacted the builder of my home (**************) and was advised this is not a custom door. Standard 72x80. I have asked for proof the door was ordered and that the supplier would not stop the order. Nothing yet received. I asked the ** to use the door for another project and he said not possible. I live in a cookie cutter subdivision and there are no special measurements on my door. I advised the ** that I did not appreciate being lied to and taken advantage of as a single woman. This was theft by deception by telling me I had to get a custom built door. Shame on me for not doing more research until after the fact and willing to lose the $2000 for my stupidity. ** is forcing me to get the door at a lower price of $6500. I still can&#**;t afford it. I am asking that they take the $2000 and call it a day.

  

  Business Response

  Date: 09/06/2024

  ******* signed a contract on July 16, 2024, for the installation of a new deck and a door, with a total contract value of $37,389. We are unclear as to where the $42,330 figure she mentioned originated from. Since the contract date, Midtown has hired a survey company to verify the propertys plot lines, sent measure technicians to her home to re-measure the deck, created detailed to-scale drawings, gathered the necessary paperwork for a deck permit, paid for the permit, and ordered all decking materials.
  In addition, we sent out another technician to measure the door, and we placed the order for the door a month ago. At this time, the client is in breach of our contract. While she has stated that she no longer has the funds, we already have her approved for financing for the entire project.
  Our General Manager has made every effort to accommodate the client, including offering to eliminate the deck portion of the contract despite the significant time and money spent on permits, drawings, surveys, and other preparations. However, the client has responded with threats of legal action and has been disrespectful throughout the process.
  Unfortunately, we are unable to cancel the door portion of the contract, as the order has already been placed with our manufacturer. Since all of our doors are custom-made and not stock items, once an order is placed, it cannot be canceled. The client was not misledeverything we sell is special order, and we do not offer builder-grade products like those found at ***********
  We have made every possible effort to resolve this situation amicably. As stated, we must proceed with installing the door. Additionally, we offered a discounted price for the door and have absorbed the costs associated with the deck preparation within this reduced price.
  At this point, we will not be able to cancel the door portion of the contract.

  Customer Answer

  Date: 09/13/2024

  Complaint: 22248601
  
  I have reviewed the business' response and am rejecting it because:

  I have attached a copy of the estimate provided to me from the sales guy that was in my home. They said they do not know where I came up with the $42,330 figure (in their response) and it is right here in their estimate. (deck $33,830 & door $8,500). They have allowed me to cancel the deck and to be clear, they did not absorb any cost for anyone coming out for drawings or the permit and the survey. They have $2000.00 of my money that will cover those cost plus extra. I can not be more clear that  I cannot afford, even a $6500 door. I am a single mother and thought I could use my line of credit, but found out, I cannot afford that payment.  They want me to finance through them. Still a payment that I would not be able to afford, nor would I want to finance through this company.  I am begging this company to do the right thing, and use the door for another project. It is possible as I have been told by other people in their line of business. I firmly believe the salesman took advantage of my being a single woman by looking at the door and stating, that will have to be a custom order. He did NOT say, we custom order all of our doors. He led me to believe that my door will not accept a standard door. (according to the builder of my home, the door is standard, 72x80...no special order required, which means, the door they have, 71.5x79.75, will fit another standard door opening). Telling me it HAS to be custom ordered is a false statement. You cannot squeeze blood from a turnip - I do not have $6500. Again, begging the company to relieve me of this, keep the $2000 deposit, which is a hardship in itself to let it go. At this point, I am fearful of this company and do not want them on my property and do not want them inside my home.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 09/23/2024

  Ms. ***************** picture you provided is a copy of the original estimate.The top figure represents our MSRP, which is a one-year guarantee on pricing.This is not an amount we would ever charge a customer. The $42,330 was a ****** price guarantee provided to you for the estimate. During our meeting at your home, we agreed on a total price of $37,389 for both the deck and the door,which was finalized in the contract on 7/16/24.
  Since then, Midtown has worked diligently to obtain all necessary drawings, permits, and materials for the completion of your project.We always strive to accommodate our customers to the best of our ability, and in this case, we were even willing to cancel part of your project to ease the process for you. Unfortunately, your request to cancel came after we had already placed the order for your door.
  However, we have been more than willing to work with you. We reduced the cost of the door to $6,500, which includes Midtown absorbing the costs for remeasurement, drawings, permits, and survey fees. Your initial down payment of $2,000 would go toward the door, leaving a remaining balance of $4,500. Additionally, youve been fully approved for a 6-month SAC promotion,after which monthly payments would begin if not paid in full within the 6 months.
  
  We believe weve been very accommodating throughout this process and look forward to hearing from you.

  Customer Answer

  Date: 09/28/2024

  Complaint: 22248601
  
  I have reviewed the business' response and am rejecting it because:  I need to know, that by accepting this as a "resolution", does this mean that my complaint does not affect Midtown's BBB rating? I'm still disgruntled with this company and others should be warned of their sales tactics and customer service. This includes, the salesman lingering for three hours in my home, until the contract was signed. Not advising a potential client, that ALL doors are custom made. No mention of the three day recession. Also, the salesman didn't mention anything about a portal which provides all updates. I didn't find out about the portal until a strange man was outside my home one day and I had no idea why. He said it was scheduled in the portal. I had no idea what he was talking about. How about if you're going to schedule something, you first ensure that it works out for the homeowner. The nice man explained all this to me once he was in my home. However, I didn't like being caught off guard. The. scheduled date should work out for both parties. You don't just show up. All around, this seems to be an nefarious company and I have heard as much, the more I speak with others who are familiar with Midtown. I found a whole community with unfavorable things to say about this company. They boast about their BBB rating which, I have found to be very misleading. They have an A+ rating with complaints a mile long. This makes no sense to me. Shame on me for not doing my homework and taking the sales guy at his word.
  
  Before I agree to a resolution, I'd like to ensure the following:

  1) An exact day and time, (in October, 2024 per the contract) that the door  and wood frame will be installed and by how many people? I need to ensure I am not home alone, since I have already advised that I am fearful of this company being in my home. I need confirmation this will be a one day project. Estimated how many hours?
  

  2) I need confirmation that the full payment of $4,500 will not be due until April 2025. I was advised by their sales guy that there are no monthly payments, just one lump sum payment in the sixth month after installation. I qualified for this option and I need to ensure there are no loopholes. If there are loopholes that will be to my detriment, tell me now. I will not be paying interest to Midtown!
  

  3) I need confirmation that the wood/frame around the door will be replaced. Per the sales guy stating the door and frame around the door would all be brand new. The wood/frame around the door is bowed/damaged and the reason for a new door.

  4) I need to know what kind of warranty their products and work have? My concern now is retaliation, for my complaint, by doing substandard work and leaving me with no recourse.
  

  5) I need all of this information in their BBB response to this complaint. If they are unable to keep the October, 2024 appointment, per the contract, then I want the installation cancelled. If they are unable to provide me all the information I require, then I want the installation cancelled.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 09/30/2024

  Did you send my last response to the business or do I need to contact them directly?

• Initial Complaint

  Date:09/04/2024

  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.

  We agreed to hire (under contract)Midtown Home Improvements (**********,**) to complete a deck and fencing project at our residence located at *********************************************************************************************. The total price for both jobs was $37,495.00 and (7/10/2020). The deck and the fence were installed and came complete with the IRON CLAD lifetime guarantee for craftmanship and materials. I have had some fencing issues, or deck lights go out, and even though the response is slow, they have stood by their word and fixed the issues as they arise.Lately however, we have had several composite PVC (Zuri) decking boards crack and to date they have not been repaired and we are getting the run around from Midtown Home Improvements. I filed a claim with Midtown on 4/22/24 and the deck is still broken. I followed up again on 5/2/24, 6/17/24, and 7/1/24. Crickets!! Nothing!! No response at all Finally on 7/31/24 I got an email back from Midtown employee ********************* and she advised me that I would need to file my own claim through WESTLAKE ROYAL BUILDING PRODUCTS. Apparently they manufacture the ****** PVC decking that we purchased. The real kicker is that when the Midtown sales agent sold us the deck and fence he lied to us and claimed that Midtown Home Improvements makes their own custom products at their own facility... LIES!!This company has poor management which leads to tremendous staff turnover, and this affects the paying customer. I would love to have our deck properly repaired so that it doesn't turn into a safety issue. The deck alone was $32,000 USD and I feel that they should keep their end of the contract.Thank you

  

  Business Response

  Date: 09/10/2024

  Midtown offers an extensive 5-year labor warranty on all projects, which covers any issues related to craftsmanship. However, this warranty does not extend to product defects. The manufacturers we work with provide lifetime warranties on their products. In this case, the issue the client is experiencing is a product defect and not a result of poor workmanship.
  We have received the material voucher from the manufacturer and will schedule the client for service as soon as possible. The client was not misled; while we fabricate our own handrails in-house, we do not manufacture the decking product.
  We apologize for any inconvenience and assure the client that we have always honored our warranties, which we intend to do in this instance as well. While the process of receiving materials from manufacturers can take some time, we are doing our best to expedite it.

• Initial Complaint

  Date:08/12/2024

  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.

  Midtown installed a patio cover. When they were first installing I noticed they were not using the plan they had told me was approved by st *******. They submitted a revised plan to match what they were doing. After the first heavy rain we see the cover leaks along one side attached to the house where they removed the guttering to attach the cover. I have contacted them several times in the past month or more about getting someone here to correct the problem. They have not returned my calls or message post. It seems now that they have been paid this is not a priority or they are hoping I will stop calling. Please help me get them to take action.

  

  Business Response

  Date: 08/19/2024

  Dear ***************,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience youve experienced and if it seemed that your issues were not resolved promptly. According to our records, we received your service request on August 9th, 2024. Due to high demand, our service department is currently booked 4-6 weeks in advance. Please know that we are actively working to reduce this turnaround time to better serve our customers.
  We understand your frustration with our customer portal. Previously, the system required customers to call in for service requests as the portal didnt allow direct messaging. Weve received similar feedback and are pleased to inform you that we have updated the portal to enable direct service requests via message.
  Thank you for your valuable feedback, which helps us to improve our services. It appears that our team visited last week to service your patio cover and address the leak. If theres anything else you need, please dont hesitate to contact us.

• Initial Complaint

  Date:08/01/2024

  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.

  Contracted company in 2020 to replace deck. This process resulted in a complaint to the BBB in order for them to finish the project in a timely manner.Since project as been completed, the undecking continues to leak when it rains. A couple of years ago they attempted to fix it, but it still leaks. Notified them in Aug/Sept 2023 that it was still leaking with a follow up Email Sept. Replies that they received the email and will discuss with there project manager.I have heard nothing since that time and the Underdecking is still leaking which I think is now affecting the lights. Any help would be appreciated.

  

  Business Response

  Date: 08/07/2024

  Thank you for reaching out to us.  It seems there was a leak which was fixed at one point and now is leaking again.  We will contact client immediately to schedule a time to address this issue.  We will evaluate where it's leaking and make arrangements to remedy this issue as soon as possible.

  Customer Answer

  Date: 08/08/2024

  Complaint: 22077763
  
  I have reviewed the business' response and am rejecting it because:  I have heard all of this before from them.  Nobody reaches out and nothing gets done.  This is what I have been dealing with over the last 6-12 months. 
  
  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/14/2024

  As stated previously, we are coming back to the customer's home to service the issue. We will have the service completed by the end of this month. We have already serviced this previously, there is no reason to believe we will not service this again. 

  Sincerely,

  Midtown Home Improvements

  Customer Answer

  Date: 08/21/2024

  Do not close this case. They have said this multiple times and Have never followed through on fixing this for up to six months now. I have not heard from them as of yet. They will need to contact me in order to fix the problem and no communication has been sent or attempted.

  Customer Answer

  Date: 08/21/2024

  I am not sure why you didnt receive my last response, but I resent it today. This case should not be closed as the issue is not resolved. I am not been contacted by them to arrange a time for them to fix the deck.

  

  Business Response

  Date: 08/29/2024

  Our production department has scheduled appointment for 8-29 to go to the home and diagnose the leak.  Once we have figured out the issue we will make arrangements to fix this issue.  We will continue to communicate with the homeowner throughout this process.  

  Customer Answer

  Date: 08/29/2024

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

• Initial Complaint

  Date:07/29/2024

  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.

  On 6/14/2022, Midtown was contracted to replace the gutters and any damaged fascia board on my house. Early spring of this year I notice that one end of the gutters is detected fully from the house. I called early May to report the issue to Midtown and they said they could send someone out mid June. Mid June (week of the 11th), 1 person shows up and takes notes/pictures of the gutter, confirms the fascia board is completely rotted and that's what caused it to detach. ********* left and said they would get a team out to take down the gutter, replace the fascia board, and reattach the gutter. I never received any follow-up from Midtown after this. I called their office 10+ times leaving voicemails and messages with the receptionist and still have not heard any followup on my case. The gutter is still detached from the house, and recent rain has caused the water to overflow from the gutters in the middle section which is causing my cellar to flood.

  

  Business Response

  Date: 08/07/2024

  We sincerely apologize for the inconvenience and frustration you've experienced regarding the issues with your gutters and fascia board. It is clear from your complaint that we have fallen short of providing the level of service and follow-up you deserve.
  
  We understand how critical it is to address these concerns promptly, especially given the additional damage caused by the recent rain.Please be assured that we are committed to resolving this matter as quickly as possible.
  
  To expedite this process, our team will reach out to you by to arrange a convenient time for the necessary repairs.
  
  Additionally, we will investigate why you have not received follow-up communications and take steps to ensure that this does not happen again in the future. Your feedback is invaluable in helping us improve our service.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Midtown Home Improvements

  Customer Answer

  Date: 08/07/2024

  Complaint: 22063114
  
  I have reviewed the business' response and am rejecting it because:
  
  Clarification of when/how I will be contacted by the company. Response from company was open-ended and I do not feel comfortable or confident in resolution if this case is closed before confirmation of dates.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/13/2024

  "*****************************, you will receive a call from our Senior Head of Production or our General Manager tomorrow, 8/14/24, to schedule a time to address the gutter issue."

• Initial Complaint

  Date:07/16/2024

  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.

  This is an official notice of complaint against the above mentioned company. I have detailed the business dealing with them as follows.#1 - End of Oct. 2023, we signed a contract (we being myself, husband ******* and son *************** with Midtown for them to build a small deck, with a screened room attached to the back of our house. We made a good deposit of $10,000.00 toward this project.#2 - After numerous calls to them to see when the project would start, and numerous excuses (like individuals had quit, etc.) the project was finally started in May of 2024.#3 - With many delays, the project was completed by May 31, 2024.#4 - When I called and asked what compensation they would ***** us, after using our $10,000.00 for 7 months, the man almost laughed at me, stating, we made the large deposit, which was not requested by them so forget any extra benefits.#5 - Upon the so called completion of the project, we still have several items they stated they would be back to finish.a. part of the screen under the bottom is hanging loose.b. there are 2 spots inside where they need to get a piece of channel to cover the siding meeting the floor.c. now there maybe 2 possible leaks in the roof. Our son has let numerous calls in their portal, but no one has returned calls.They never had any supervisor come out to our project to inspect said finish.They state they are veteran owned and work with vets on projects, well my husband is a veteran of 24 yrs. of service and we have never had any service (or lack thereof) such as this. I have sent a copy of this letter to Midtown for their files. Thank you for any suggestions/help you might offer.

  

  Business Response

  Date: 07/22/2024

  Dear Mr. and Mrs. ****************** apologize for your recent experience with Midtown Home Improvements. Our Patio ************************** is one of our busiest, and it is common for installation to take 5+ months.
  Please be assured that your request for compensation for your deposit was taken seriously. We do not offer discounts based on our timelines, as these are communicated upfront to all customers before a project is initiated.
  Regarding the client portal, once a project is completed, the portal is shut down and no longer sends messages to our administrators. This is why there was no response to the messages you were posting. For any new service requests after a job is completed, clients need to call in.
  As soon as we spoke with you via phone, we immediately dispatched someone to address your concerns. According to our records, we have been out to seal the potential leaks and take care of your other issues. If there is anything else you need, please do not hesitate to let us know.
  

  Best regards,
  Midtown Home Improvements

• Initial Complaint

  Date:07/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/7/2023 I signed a contract for a privacy fence. I chose a white fence but later the same day decided on a grey fence. The representative said he was unsure if he could get the grey color and said he would have to return and since then no one has been back. I have called numerous times and have been told someone will get back to me and no one has reached out. At this point I would like to get out of my contract and receive a full refund for the $2,158 down payment I provided.

  

  Business Response

  Date: 07/22/2024

  Hi *********,
  I hope this email finds you well.
  It appears that you have a joint project with your neighbor regarding the fence. According to our records, you are currently responsible for three sections of the fencing. We have received a down payment of $331.00 via credit card.
  As of now, we have not received any notice of cancellation from you. If you would like to cancel the project, please contact ************************* (General Manager) at your earliest convenience. We also left you a message today regarding this matter.
  Thank you, and please let us know how you would like to proceed.
  

  Best regards, 

  Midtown Home Improvements

• Initial Complaint

  Date:07/02/2024

  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.

  I have been trying to get the installation of the siding corrected since mid October of 2023 and feel like I am getting the run around over and over again. I left voicemail and text messages with some going unanswered. Filed a claim as asked in April and was told I would hear back soon and as of yesterday a text message which shows as being readno response.

  

  Business Response

  Date: 07/08/2024

  Good morning, *******************,

  Thank you for bringing your concern to our attention. Earlier this year, Midtown Home Improvements replaced six squares of siding on your house. Following the replacement, some additional concerns from you were brought to our attention. In response, Midtown conducted a follow-up investigation to address these issues. Our TN Production Manager confirmed that he had ordered the necessary materials and was awaiting their arrival to schedule the required work.
  Last week, our General Manager in ** spoke with you to inform you of our plans to revisit your property this week. This visit will help us determine precisely what is needed to resolve any outstanding issues. Our installer will conduct a thorough assessment, and we will promptly update you on the recommended solutions. Thank you for your patience and understanding.

  Warm regards,

  Midtown Home Improvements

• Initial Complaint

  Date:06/29/2024

  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.

  Midtown installed 10 windows in my house and the process took over 13 months. This was in part due to Midtown making ALL 10 windows the wrong size the first time.Recently, I was having work done on the house on the wall into which three windows were installed and my contractor noticed that the windows had been installed on top of water-damaged, rotting wood. Based on the extent of the damage, there is no way the damage was not present at the time the windows were installed. In fact, the installers screwed the windows into rotting wood. Based on this extremely low-quality work, I have grave concerns about the quality of installation of all of the other windows in the house. Midtown may argue that they were not responsible for the wood, despite the pictures they showed during their sales presentation clearly showing rotting wood. Nevertheless, the installer could have informed me of the issue so that I could have taken action. This complete disregard for quality work is troubling. At this point, the window is sagging a bit, but I paid to replace the wood.Additionally, a very large window was installed in a less than ideal manner. Part of the window was screwed into the board below the window and then the installer just slid some shims loosely under the window between the wood and the exterior wall. Based on the size of this window, the weight will eventually stress the connection. This workmanship is troubling and concerning and I fear that all **************************** a poor manner.

  

  Business Response

  Date: 07/12/2024

  Dear Mr. and *****************,
  

  I reached out and left a message for you. We apologize if you feel your windows were not installed properly. I assure you Midtown installs all projects in accordance with International Residential Building Code regulations. Midtown also provides a comprehensive 5-year workmanship warranty on any project we install.

  
  I have reviewed your file, and we have no record of you reaching out to us with concerns about your installation. We would be more than happy to assess your concerns and address anything that was not done properly. If you removed drywall beneath a window and found rot on the vertical members of the framing, there would have been no way for Midtown to assess that damage during a typical installation, as we do not remove drywall.
  

  Again, we have reached out to you to set up a time to inspect the project. Please let us know when it would be convenient for us to come by and address any concerns you may have. We honor all of our warranties and stand behind our work.

  Sincerely, Midtown Home Improvements

  Customer Answer

  Date: 07/19/2024

  Per the business' response, I will contact them about installation issues; however, the issue is that the business installed the windows into clearly damaged wood.

  I never complained about installation issues because they were concealed within the wall. I did not learn of them until June when I was having my siding replaced and the extent of the poor installation became known. 

  Had I been notified at installation, I could have taken action sooner. Also, the windows were screwed into rotting wood, causing structural integrity issues from the very first day. 

  

  Business Response

  Date: 07/22/2024

  We look forward to hearing from you. Please speak with our general manager **** when you call in. Thank you 

  Customer Answer

  Date: 07/24/2024

  Complaint: 21920449
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/29/2024

  We are unsure why our response was rejected. We are more than willing to come to your home and assess the damage you mentioned. If the issue is due to a fault on our part, we stand behind our work and will make the necessary corrections.

  Sincerely, 

  Midtown Home Improvements

• Initial Complaint

  Date:06/11/2024

  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.

  signed a contract with Midtown Home improvements or MHI (branch operating out of *********, **) for deck replacement at our home. they submitted a change order on the railing material which we accepted. the change order was for cedar railings. the work was completed in february 2024. however, the material that was used was not cedar per testimonials of three experienced individuals in the building/woodworking arenas. the material has been identified as pine and most likely interior grade. have contacted MHI in order to rectify this issue but there has been no response. we are seeking replacement of all the deck railings/privacy wall wood with the specified, contracted material.

  Customer Answer

  Date: 06/12/2024

  the contact phone info is ************ and the address is simply ****************************************. not sure where the extra numbers came from?

  

  Business Response

  Date: 06/14/2024

  Dear ****************,

  Thank you for bringing your concern to our attention. Upon investigation, you were provided by Midtown Home Improvements the relevant invoices confirming that cedar was indeed paid for, delivered, and installed. Our most experienced installer worked on your deck project. If the material had been pine instead of cedar, our installer would have immediately halted the work, informed Midtown, and not proceeded with the installation. Please let us know what additional proof you require to confirm that the material used is cedar. If you have any further questions or need additional assistance, please don't hesitate to reach out.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 06/18/2024

  Complaint: 21835061
  
  I am rejecting this response because: it was resolved that not all of the expected material was as claimed. please see below.
  
  It became apparent that Midtown Home Improvements (MHI) has customer satisfaction as a paramount subject of their work ethics when a material mix-up on part of our deck occurred. The general manager of the Nashville MHI office personally came and inspected the build and offered to rectify the situation. We can attest to the outstanding quality of their work and will be pleased with our new deck for many years to come when the re-work is completed. 
  
  Sincerely,
  
  ***************************