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 Improvements, Inc.

  4420 E 142nd St Grandview, MO 64030

  
• 

  Midtown Home Improvements

  1400 Donelson Pike Suite A20 Nashville, TN 37217-2934

  
• 

  Midtown Home Improvement

  5595 Oakdale Rd SE Mableton, GA 30126

  

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:05/21/2024

  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 hired this company to replace a wood deck to a vinyl deck and they have breached our contract twice. First, the stated they under bid me and the project would cost more than the original so I paid $500 by check. Then I was told the check would not be cashed until the project started which was untrue, they have already taken my money. Now they are refusing to return the $500.

  

  Business Response

  Date: 05/24/2024

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

  Thank you for reaching out and bringing your concern to our attention. According to our records, the statements in your complaint are inaccurate. Midtown Home Improvements had informed ************************** that a refund would be issued within 3-4 weeks. We are scheduled to process her refund on May 31st. Alternatively, she was given the opportunity to expedite the process by submitting a cancellation form, which was not completed on her behalf. Our General Manager at the ********* location reached out to ************************** via telephone on Wednesday, May 22nd and communicated this information regarding her refund. 

  We value your business and appreciate the opportunity to make things right.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:05/14/2024

  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.

  Payed 10% down on a ~8000 dollar contract however after the measurements were taken Midtown cancelled the contract. We have called multiple time to get a refund for the money we put down and have been told they are working on it but it has been several months now.

  

  Business Response

  Date: 05/15/2024

  Good afternoon, Ms. ********************* you for bringing your concern to our attention. After reviewing your account, it appears your project cancellation had been marked incorrectly. Needless to say, our management team discussed your account last week and issued a check on Monday of this week. You should be receiving your refund shortly.

  We apologize for any frustration you may have experienced. Please don't hesitate to reach out if you have any further questions.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:05/07/2024

  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.

  Hi, we hope you can help us resolve our issue with Midtown. We signed an agreement with them on November 30, 2023 for a patio cover. We put down a deposit of $1376, with a target installation date of February. We got a welcome email, but then heard nothing. We provided them with our HOA form on December 7th. We finally received an initial drawing on January 30th, 2024 after contacting them several times, to keep the project going, and to ensure we'd submit our HOA form in a timely manner. The initial design had included two support posts per our request, we obtained HOA approval on February 11th. We heard nothing for several weeks until we were told that the county required larger posts due to snow load, we agree to a change order with the larger post and an additional $1,000 to the total project cost on March 7th, 2024. They said they would get the drawings "sealed" and ready to send to the county for approval. They didn't submit a set of "sealed" drawing to the county until April 2nd, 2024. We requested updates from our project manager and the midtown office throughout April and heard nothing. I asked that someone contact me after we saw an additional set of drawings being submitted to **************** on April 19th, 2024. At this point, now 5 months in, we'd lost any faith in Midtown's ability to start our project, let along build it and maintain it into the future. We requested that they cancel our project and return our deposit. Midtown refused, threatened us with additional charges for breach of contract and gave us two options; move forward at the original price (discounting the $1,000 change order) with a possible instillation date of June or cancel and lose our deposit. During our cancellation discussion they indicated that they had yet to receive county approval and no materials had been ordered. We believe $1,376 is an excessive amount to pay for two sets of drawings and would like all, or a large portion of our deposit refunded.

  

  Business Response

  Date: 05/08/2024

  Good afternoon, *****,
  
  Thank you for bringing your concern to our attention. At Midtown, we strive to ensure every customer enjoys a satisfactory experience. When it comes to building a patio cover, the initial planning process can be quite extensive. This is why we refrain from setting specific timelines for the installation of these covers. With your sale date of November 30th and release date of December 1st, we would have estimated a minimum of 4 months to commence your project. Historically, we've never started a cover or screen room in less than 3 months. Our measurement technician promptly visited your home on December 8th to finalize the measurements.Subsequently, we commenced work on the drawings and collaborated with DOP (our engineering firm). It typically takes 2-4 weeks to receive drawings back from our engineering department. We received the drawings at the end of January,which we then forwarded to you for approval. Following this, we initiated the permit submission process with St. Louis County. Once submitted, it can take another 2-4 weeks to receive feedback from the county. During this phase, they requested additional support for the cover, necessitating a redesign. Our project manager worked with you to incorporate these changes, including an additional post and extending the cover's projection by 1'. We issued a change order on 2/29/24. Subsequently, we had to create new drawings and collaborate with engineering again to ensure the correct size cover for resubmitting the permit. Unfortunately, we did not receive these drawings back from the engineering department until 4/18/24. Upon receipt, we promptly resubmitted the permit. However, during this period, you expressed your desire to cancel the project, citing lack of communication and updates. We apologized for any miscommunication and explained that given the stage of the project,cancellation was not feasible. In an attempt to address your concerns, we sent a sales manager to your home and offered a $1,000 discount for the inconvenience and extended duration of the project. However, you rejected this offer and escalated the matter to our General Manager (GM). Our GM outlined our cancellation process and presented you with two options: accept the discount and commence the project as soon as possible or cancel and forfeit any refund.You chose to forfeit your refund and cancel the project. Consequently, we will not be refunding your down payment. It's important to note that the expenses incurred for engineering, measurement fees, and personnel time on your project far exceed $1,376. According to clause #** in the contract, you are liable for 20% of the cancellation damages. However, in an effort to resolve this matter amicably, we did not pursue this avenue. We have diligently worked to fulfill your project requirements and regret that we were unable to meet your expectations.We wish you the best in your search for your home improvement project.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 05/11/2024

  Complaint: 21680513
  
  I am rejecting this response because:
  
  We would like a partial refund of our deposit; $600 would allow us to recover a portion of our investment while allowing you to cover your costs.  As previously indicated we'd been under the impression that February was the target date for our project.  We were never told that patio covers required extensive lead times; the 3 to 4 months that you outlined in your response.  It would have been helpful to know this, along with an overall outline of the steps.  We were left thinking that things were being expedited and didn't understand why the process was moving so slowly.  

  I now understand that you were not working towards a February install date and we were left thinking that the project was moving at a snails pace.  I believe there were communications issues on both sides, and that splitting the deposit would acknowledge this and close the matter.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/14/2024

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

  We appreciate the time you have taken to share your concerns, and we have carefully reviewed the circumstances surrounding your request for a refund. After a thorough evaluation of your project and our refund policy, we regret to inform you that we are unable to issue a refund for your down payment. 

  We understand that this may not be the resolution you were hoping for, but it's important to note that the expenses incurred for engineering, measurement fees, and personnel time on your project far exceed $1,376. According to clause #** in the contract, you are liable for 20% of the cancellation damages. However, in an effort to resolve this matter amicably, we did not pursue this avenue. We have diligently worked to fulfill your project requirements and regret that we were unable to meet your expectations. 

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 05/20/2024

  Complaint: 21680513
  
  I am rejecting this response because:
  
  We felt that requesting only half of our refund was a good compromise.  Sorry to hear that you don't agree.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/25/2024

  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.

  We entered into a contract with this business on 12-01-23 for a minor bathroom partial remodel. We were told that it would be a 3 day job and they would fit us in between jobs. With no notice, materials started being delivered to our home and left outside. We were given no communication or updates on our project. We reached out and were told that they were still waiting on materials. After waiting 4 months, I contacted them on March 26, ********************************************************** the next week, we wanted to cancel our contract. Again, we got no response. On April 9 we were finally given a projected start date. We had requested 2 weeks notice to demo the current bathroom. We were only given 5 days.The subcontractor arrived in April 15 to finally start our project but did not have the materials needed (tub/shower, cabinet and flooring.) There was little work that he could do while he waited 3 hours for the tub. He injured himself carrying the tub and had to go home. Again, no communication from the company and no arrangement was made to send someone else to continue work on our project. After a heated conversation with management, someone was sent to set the tub the next day but went home soon after. Since then, very little work has been completed. We have had problems and set backs everyday. The main items (vanity and sink top) were ordered incorrectly and now we are waiting for a reasonable solution for that major issue. We are now going into week 3 of what was supposed to be a 3 day project. The items are custom ordered and will take several weeks to get here. (Or potentially 4 1/2 months, which is what we were supposedly waiting on to start our project) At this point we would prefer to just cancel the remaining work, agree on a reasonable price for the work completed and materials used and move on. We cannot go any longer without the use of this bathroom and do not trust Midtown to get it done to our satisfaction.Cost:$16,250 Deposit: $1625

  

  Business Response

  Date: 04/29/2024

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

  Thank you for bringing your concern to our attention. We are sorry to hear about your experience regarding your partial bathroom remodel. We are committed to rectifying the situation and finding a resolution that meets your satisfaction. We understand your urgency in having the bathroom completed and are working diligently to complete your project. Our General Manager spoke with you last week, as well as on Monday, April 29th with our plan. Our General Manager has ordered a new vanity for your bathroom and is providing a discount on your project. If you have any further questions regarding next steps, please don't hesitate to reach out to our office at ************. 

  Thank you for bringing these issues to our attention, and once again, please accept our sincere apologies for the inconvenience and frustration you have experienced.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  The General Manager has been in communication with me and is working to create a solution for our issues. I am hopeful that the project can be completed as planned moving forward. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/25/2024

  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.

  In August of 2023 I was worked with them to replace my front door, storm door, accent piece above my front door as well as a patio cover over my deck in the backyard. Throughout the whole process they had one excuse after another on why it was taking so long. The issue has been mostly with the doors. But with the patio cover install they ruined my brand new deck that was put in, lost a solar panel for my outdoor camera, broke my brand new hot tub cover, drilled into the interior of my walls where the screws were poking through the interior of the house. I am still looking for replacement of my hot tub cover in which they have received an invoice for. The storm door has been ripped out several times due to it not being installed correctly. The interior of the wood has been destroyed. I am still looking for this to be replaced. Then my patio door was installed incorrectly. It was supposed to open the other way than it currently is. I was supposed to get a new door back in January of 2024 and it still has not been replaced. I have every email and timeline of everything that has happened as well as pictures of the damage and the incorrect items. I would really like them to contact me and get this fixed as well as for all the issues and items that I have had to deal with get money back for their work (and having to do some of their job). Also I want money back or a new hot tub cover. The communication with them has been very minimal and they guaranteed their work but not honoring their guarantee. I would like this resolved and I can provide whatever items that are needed to get this taken care of.

  

  Business Response

  Date: 03/27/2024

  Dear Mr. ******************** you for taking the time to review our response regarding the recent issues brought to our attention.

  Regarding the patio cover project initiated on December 28th and concluding on December 31st, despite challenging weather conditions, our contractors diligently completed the task within the specified timeframe. To ensure compliance with city codes, we utilized 5-inch screws into our c channel. Any protrusion of screws in the bathroom area was a result of pre-existing structural deficiencies in the second floor of the home, which was not built up to code with a 2x6 wall. Upon discovering these issues, our team promptly assessed the situation and rectified them accordingly.

  It's important to note that there was no damage inflicted on the pre-existing deck, and we possess comprehensive documentation, including before, during, and after photographs of the project. Furthermore, we procured and installed a new solar panel for you, as the previous one was left at the job site and its whereabouts remain unknown. We also fixed the gate on your deck, which we did not touch, but it was said we did so we corrected it for you the proper way. 

  Regarding the entry and sliding door project that commenced on November 24th, 2023, and finalized on the same day, you provided positive feedback by completing and signing our completion survey. However, a recent issue arose concerning the front door cladding, necessitating replacement due to storm damage. We have diligently addressed this concern by scheduling our service technician to replace the cladding on April 11th, 2024. Despite encountering delays in acquiring the necessary components due to backorders, we promptly notified you and secured the earliest available slot on our technician's schedule. Additionally, during this visit, we will accommodate your request to flip the sliders to the right side, as communicated through our client service portal

  There is also mention of alleged damage to the garage and jacuzzi cover. However, upon inspection, we found no evidence suggesting our crew's involvement in these incidents. There are clear tire marks on the inside of the garage from someone pulling inside of the garage. The jacuzzi cover is warped and doesn't have any punctures or impact points we could see to show where something fell on it. We have consistently expressed willingness to review any surveillance footage provided by you to substantiate your claims, yet no such evidence has been forthcoming.

  We remain committed to resolving the front door hardware issue under warranty and eagerly anticipate completing the necessary repairs as promised on April 11th, 2024.

  Thank you for your attention to these matters. We value our ongoing partnership and are dedicated to ensuring complete customer satisfaction.

  ********************

  Customer Answer

  Date: 03/27/2024

  Complaint: 21484420
  
  I am rejecting this response because:Complaint: 21484420
  
  I am rejecting this response because: There have been a whole host of issues regarding this project. First off, the permits were never submitted in time and when the city came back with changes, I was promised they would take care of them right away and the city said it was several weeks before they received the updates. 
  Starting with the doors. I received a date of when they would be installed and turns out something happened and they were not going to be installed on the date they said they would and had to reschedule. Went over 3 weeks without a response on new install date. Only got the new date when I started to state my frustrations. New date was set and I was told both doors would be installed as well as the decorative piece would be installed. Install comes and no decorative piece and patio door was ordered incorrectly. I was told the decorative piece didn't even show up yet. After a ton of back and forth and no responses from everyone. Finally got a response back saying a new patio door would be ordered and delivered in January. Come March, still no door and now it goes from a new door to a reversing a door. How and why the change all of a sudden? When was I going to be contacted about the change? Why were expectations set and the change at the last minute when it took 4 months to even give me an answer? 
  Now for the patio cover. The garage was hit when the material was delivered. It was too close to the camera so I can not get footage of that. I will eat that one. As far as the patio cover itself. Same thing, I get weather issues but a date was set and then zero communication of when it would actually be installed. Only got a date when I expressed my frustrations. When the install came, the crew ended up moving everything off my deck onto other parts of the deck including the top part of the deck through the gate as well as the yard. They said it would take 3 days to install and took 3 week. The crew was a mess. Left the site a disaster. Broke my date and broke the hot tub cover. Said they laid cardboard on top of the cover and pictures and footage show otherwise. ****** ******** said that new hot tub cover was ordered but still no word on where it is at. Gate was broken on the deck and post was slapped together after it was supposedly fixed. It was not replaced until I expressed frustrations. How can you not clean up the work site and then not fix things that were broken? the idea of fixing the post was to spakle it. Then I had to sweep and clean up the site. There were nails, screws and all sorts of debris left over. There are kids and dogs living in this house and that is a huge safety hazard. A good contractor would replace the items, clean up their mess and put things back as to where they found them. As far as the holes in the walls, Being a good contractor and getting permits, why would you not look at this to begin with? why was there no due diligence? Then why was it just certain areas of where the screws went in where it protruded through the wall? if it was not to code then why did not all of the screws go through? Same thing the idea of fixing my walls is just spakle. So now because of your mistake I have to spend extra money to repaint my walls. This is something I shouldn't have to do because of your s**** up. 
  This has all been very unprofessional. The only one that actually communicated and tried to work with me was the sales guy after all of these issues. Everyone else just leaves me high and dry and no communication. I shouldn't have to be reaching out asking for answers. Then I shouldn't be getting once answer and then all of a sudden things change. 
  
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 03/27/2024

  I have zipped files of all email communications and photos. The files are large. is there another way for me to send these? 

  

  Business Response

  Date: 03/29/2024

  Dear Mr. ***************** a respected organization, our paramount objective is to promptly and effectively address any concerns you may have. To facilitate resolution, we encourage you to furnish relevant photographs and documentation to the Better Business Bureau (BBB), whereupon we will promptly review them. Rest assured, your satisfaction remains our utmost priority, and we are committed to resolving this matter expeditiously.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 04/04/2024

  Complaint: 21484420
  
  I am rejecting this response because: I have attached the emails. I am working the the pictures as there are a ton of them. All of which ****** ******** and ***** ******* have received. 
  
  
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/04/2024

  Pictures 1. And to make sure there are several of the front door at it has been broken and repaired twice and is still broken 

  Customer Answer

  Date: 04/04/2024

  Pictures

  Customer Answer

  Date: 04/04/2024

  Pictures

  Customer Answer

  Date: 04/04/2024

  Pictures 

  Customer Answer

  Date: 07/23/2024

  7/23/2024 PE Mediation: Called and left vm for consumer. Emailed consumer to determine desired out come and ask for documentation. Asked for return call or response to email.

   

  7/23/2024 PE  Spoke at length with the consumer, *****.  While the company is working to complete some of the work, ***** is still seeking compensation for some damages caused by the company or a third party hired by the company.  He is gathering estimates and will provide them via email as soon as he can.

  7/29/2024 PE  Phone *****, the consumer, to inquire about estimates that he is gathering.

  
  7/30/2024 PE  Spoke with *****.  He is gathering receipts for the self repair on his bathroom and an estimate from an outside company for the repair on the corner flashing of the house.  He will call/email me when those supporting documents are available and will send.  We agreed to check back 8/9/2024.

  8/15/2024 PE:  Email again to consumer, *****, requesting receipts for repairs and an estimate from an outside roofing company.  No communication from him since early August.

  8/15/2024 PE:  Email from consumer:  I am still waiting on the last quote. I will reach out to them today and see where its at and I will get back to you later today. 

   

  ***** *******

  ************

  Sent from my iPhone

   

   

  8/20/2024 PE:  Left vm for *****.  Asked if he had received bid from another company and if he could call me back.  Provided my direct dial number.

   

   

  8/20/2024 PE:  vm from consumer:  "Hi, *****, ***** *******. Hey, I just want to give you an update. I still have not gotten a call back from that first company. I do not know why. So I contacted another company to get me a quote for both. They will be out here tomorrow and they said hopefully I should have it by the end of The week I will keep you posted is it goes but yeah, I am hoping to get something, uh, here by the end of the week, uh, to pass along to you. Um, any questions, give me a call ***********, thank you.

  8/22/2024 PE Received bid from third party company on repair from the consumer. See library.

   

  
  

  

  Business Response

  Date: 08/23/2024

  8/23/2024 PE  Emailed the business owner, ****, informing him that the case has gone to mediation.  Provided documentation and request for compensation for the damage, repair of the consumer's house.  $1800.  Requested either a response to the email or a call back.

  8/26/2024 PE:  Email and photo (in library) came in over the weekend from the *** ***** ******:.  I responded and told him that I wanted to discuss the case with the director who was out, and I'd get back with him after the Labor Day holiday.

  From: ***** ****** <****************************************************************>
  Sent: Friday, August 23, 2024 9:47:24 AM
  To: **** ****** <*********************************************************************>
  Subject: Re: BBB Complaint #******** moved to mediation

   

  Good Morning,

   

  I appreciate you bringing this to my attention in case I was unaware. 

   

  I am aware of all the details of this case intimately and have dealt with this client personally throughout the final stages of the process. 

   

  We have performed multiple service calls to this property to address minor superficial corrections on the portion of the work that we performed. 

   

  We also fixed the handrail of his existing deck that we did not build because he claimed that we damaged it. 

   

  We replaced the lid to his hot tub cover for $780.00 because he said we damaged it. 

   

  He made us aware of the fact that he believed that we struck his garage door after we had completed everything listed above. He has video cameras on site pointed at the area in question, and we asked him for video footage of the area to show us the point in time when we struck his garage door or even pulled a vehicle in his driveway, he was unresponsive and that was our last conversation. 

   

  We would certainly take responsibility for this damage if there was any chance that we did it.

   

  According to the installation team on site, and our production manager on site, no one ever even pulled in his driveway. There is no visible damage anywhere on any of our vehicles. 

   

  I took a photograph when I was at the property investigating the incident which I have attached and you can clearly see that the dark **** on the door is rubber off a tire, which would mean the vehicle crossed the threshold of the entrance. There isn't any damage to the garage door, so the garage door had to be open when the impact occurred. This would also explain the drywall work he is listing in the scope of the repair, that's clearly on the inside of the garage. How would a Midtown vehicle have gone inside of the garage door? 

   

  While I regret the client is dealing with this, I do not believe that anyone at Midtown Home Improvements caused the damage, therefore Midtown is not agreeable to providing the $1,800 compenstaion requested.

  
  
  

  Please let me know if you have any questions or anything you feel I should consider. 

   

  My best regards,

  ***** Godwin 

  General Manager

  Midtown Home Improvements Inc.

  ****************

   

   

• Initial Complaint

  Date:03/22/2024

  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.

  When the salesman originally took my order he sold me triple pane windows, I invested $25,000.00, to have my windows replaced on my back porch along with a sliding door and entry door. To my surprise I found my picture windows were double pane and the entry door doesnt fit properly. The work was started on 3/18/2024. The gentleman installing the product has done great work with the material he is given. The sliding door came with no locks and hopefully that will be resolved today, spoke with the general manager twice this week and he was supposed to call me back yesterday 3/21/2024, but still no call. Instead he had the salesman **** to call me offering me $600.00 discount for misrepresentation of the the cost of the picture windows. As of today still waiting on how they gonna address an entry door they measured for and ordered that doesnt fit.. I feel the ** was very protective of his salesman and wouldnt take accountability of the mistakes or misleading of a sale.. One would take this sale of one item and only to receive something of lesser value corrupt. I have been patient with this company and now I feel as though I am getting the runaround.

  

  Business Response

  Date: 03/28/2024

  Dear ********************,
  
  We sincerely apologize for your less than satisfactory experience. Unfortunately, your picture windows were too large to accommodate as Triple Pane windows, a discovery made only after the order was placed. Regrettably, this crucial information was not communicated to you by our representative at the time of ordering. Upon speaking with our general manager, he acknowledged this oversight and provided you with a credit for the job.
  Regarding the door, it was not mismeasured; rather, the room in which it was being installed has a smaller wall than standard door jamb dimensions. To rectify this issue, Midtown installed custom trim on the inside of the door at no additional cost to you.
  As for the door locks, any concerns were promptly addressed before the project was completed. It is our standard practice to ensure that all doors are installed with functioning locks, and any issues are swiftly resolved.
  Regarding the screen door, we regret to inform you that it was delivered damaged by the manufacturer. Rest assured, we have already placed an order to receive a replacement.
  In construction projects, unforeseen challenges may arise, and we strive to manage and rectify them promptly. We are pleased to hear that, to our knowledge, you are currently satisfied with the project. Our general manager has personally reached out to ensure your continued satisfaction.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:03/15/2024

  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.

  Last year. At first, we said no, and they kept calling us. My husband finally said yes. It was way too much money and we are older adults, which I've been told that they go to older adults for the prey on us, just like everyone else does. The first guy said it would cost us 200 a month on ********* and we are now paying almost 400 a month. We budgeted for the 200. It took forever to get them out because they said we didn't give them a house plan. We gave it to the first guy who came out.When they came to put in the fence they sent us people who did not speak English at all. It was a mess, I could not speak to them and they could not speak to me.We signed three different contracts for changes to get the amount down. We made a few changes and it came down to ******. Never again will I work with anyone who comes to my door unless I call them myself. They badgered us so much trying to get this done. I hope they never get another older person to sign up with them again. They are pressure motivated and prey on the people who are old.

  

  Business Response

  Date: 03/20/2024

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

  Thank you for sharing your feedback regarding your experience with our company. We sincerely apologize for any inconvenience or frustration you encountered throughout the process of installing your fence. We deeply regret any miscommunication regarding the initial quote and subsequent changes to the contract. We strive to ensure that our customers fully understand the terms and costs associated with our services from the outset. We understand the importance of adhering to agreed-upon budgets and timelines, and we apologize for any discrepancies in this regard. Regarding the language barrier issue with the installation team, we apologize for any discomfort or inconvenience this caused. We understand the importance of effective communication during such projects and will take steps to ensure that language proficiency is addressed in our future installations. Please accept our sincerest apologies once again for any dissatisfaction caused. We value your business and would welcome the opportunity to discuss your concerns further and explore potential resolutions. Please feel free to reach out to our customer service team at your convenience.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:03/11/2024

  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 new deck this business built on our house less than 7 years ago has developed shoddy workmanship issues.

  Customer Answer

  Date: 03/11/2024

  I am a little confused that it appears there may be more than one Midtown Home Improvements business. I tried to determine whether these businesses were affiliated with each other but received no response. The Midtown business that built our deck is the one with the ***** Summit Mo address. 

  

  Business Response

  Date: 03/14/2024

  Good morning,

  We are writing to follow up on the concern you raised regarding the deck built by our business on your property approximately seven years ago. We take matters of workmanship quality very seriously, and it's disheartening to hear that you are experiencing issues with the deck.

  In order to address the concerns promptly and effectively, we would greatly appreciate the opportunity to discuss the specifics of the issues you have encountered. Understanding the nature and extent of the problems will enable us to devise an appropriate plan of action to rectify the situation and ensure their complete satisfaction. To be noted, as of today's date, there has been no communication from Mr./ ************** regarding this concern with their deck

  Please let us know a convenient time for you to meet or speak over the phone. We are committed to resolving this matter to your utmost satisfaction and restoring your confidence in our services. You can reach our full time service staff at ************. Our team will also reach out to you on the phone number we have listed for your contract, to see how we can remedy your issue.

  Thank you for bringing this matter to our attention. We value your feedback and the opportunity to make things right.

  Midtown Home Improvements

• Initial Complaint

  Date:02/25/2024

  Type:Sales and Advertising 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 deck was somewhat completed on Nov. 1. It took several attempts to complete the inspection. We had temporary railings so we could pass the inspection. We also have several issues that were supposed to be addressed and never were. I have stopped contacting ***************************** who was our construction coordinator. Multiple times he agreed to look into the issues and never followed through. Just last week I emailed the general manager and have received no response. I would like the temporary railings replaced with the new ones along with someone with authority to please look at the mistakes to see if anything will be done about it. I think they owe us that much, especially for the amount of money we paid for the deck. ***** and *****************************

  

  Business Response

  Date: 02/29/2024

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

  We hope this message finds you well. We would like to express our sincere gratitude for your patience and understanding throughout your recent concern with the installation process. Regrettably, there was a miscommunication with our installation team, leading us to believe that all tasks had been completed successfully. Upon receiving your message, we promptly took action to rectify the situation. *****************************, our dedicated Production Coordinator, visited your property on the afternoon of 2.27.24 to address the handrail system concerns. There remain a few outstanding items that require attention. Specifically, we need to make adjustments to the 4x4 posts to ensure symmetry on the landing of the stairs. To address this, we have already scheduled a service with our specialized team, who will be attending to these adjustments on 03.01.24.
  We genuinely appreciate your understanding and the opportunity to correct any discrepancies promptly. Our team is committed to ensuring your complete satisfaction, and we are eager to bring this matter to a resolution. If you have any further questions or concerns, please do not hesitate to reach out.

  Once again, thank you for your patience and cooperation.

  Midtown Home Improvements

• Initial Complaint

  Date:02/18/2024

  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.

  In July 2023, this business put a new deck on my house, replacing my old deck. In doing this, they didn't complete the project as planned, fogetting to put the agreed upon gate at the top of the deck stairs. When contacted about this, they admitted they forgot this and sent the builders back to install it. They gate was installed, but does not work the way that it should and has to be lifted and maneuvered to get it to completely lock. I have emailed the contact I worked with at the company several times before also copying in the salesman and never got a response from either one. Then, I called the company and the salesman and left messages, but didn't get a response. Next, I attempted to contact the General Manager through the website as I was not able to get his direct phone number or email. Now, 7 months later, the gate still has not been fixed and is getting worse. I paid over $80,000 for this deck, have a warranty on it, and can't reach anyone to repair the gate that they initially failed to install. This is absolutely ridiculous - they're responsive until they have your money, then disappear when their shoddy work fails. I want someone out here to fix the gate - now the post that the lock is on may need to be replaced too from the nicking that the lock handle does every time the gate closes since it's not aligned properly.

  

  Business Response

  Date: 02/22/2024

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

  We trust this message finds you well. Following a recent discussion, we are pleased to inform you that our team is prepared to conduct an on-site inspection of the gate and undertake necessary measurements, These measurements took place on Wednesday, February 21st. This visit aim was for our team to comprehensively assess the current condition and dimensions, enabling us to gain a thorough understanding of the situation.

  Subsequently, based on the insights gathered during our site visit, we have scheduled the service intervention to address the identified issue. Our skilled technicians will be available to commence the service on Friday, February 23rd, immediately after completing the diagnostic assessment. This approach ensures a swift and effective resolution, minimizing any potential disruption.

  We appreciate your cooperation and look forward to providing you with a prompt and efficient service. Should you have any additional concerns or questions in the meantime, please do not hesitate to reach out.
  Thank you for entrusting us with this matter. We are committed to delivering the highest standard of service to meet and exceed your expectations.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 03/04/2024

  The company contacted me and resolved the problem within 1 week of receiving my BBB complaint, which I appreciated.  Please resolve the complaint.  Thank you