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

  1400 Donelson Pike Suite A20 Nashville, TN 37217-2934

  
• 

  Midtown Home Improvement

  5595 Oakdale Rd SE Mableton, GA 30126

  
• 

  Midtown Home Improvements, Inc.

  4420 E 142nd St Grandview, MO 64030

  

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:09/11/2023

  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.

  Midtown did not complete my deck and demanded final payment. I posted a negative review showing pictures of the rotted wood that was left during my install. The General Manager ******* ***** called me and cursed at me for posting the review. He then asked if he could come and add more wood to the rotted wood. I do not feel comfortable having him or his crew at my condo ever again.

  

  Business Response

  Date: 09/14/2023

  Dear *** *********

  Following a discussion with *** ******** regarding his concerns, a decision has been made to dispatch our Production Coordinator to address the identified issues. It is noteworthy that *** ********'s project was successfully completed three months ago, and these concerns have been brought to our attention only recently.

  In a collaborative effort to resolve the situation, *** ******** has agreed to consider adjusting his review of our services, provided that the necessary remedial actions are completed within a reasonable timeframe. Fortunately, we are confident that resolving these matters within 30 days will not pose any challenges.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 09/14/2023

  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:09/11/2023

  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 contracted with the company in September 2022 for a front door, new porch ceiling, porch posts, and guttering and downspouts for the house and garage. The work for the porch ceiling, porch posts, and guttering and downspouts was completed in February, 2023. On July 1, 2023 during a rainstorm the front porch guttering (approximately 50 feet of guttering) fell off, taking the fascia board with it. The downspouts were also damaged. Unfortunately we had to leave town for a family emergency and thus did not begin contacting the company until July 20, 2023. Since then we have texted once, sent 4 to 5 emails, and made 18 phone calls attempting to get the company to come and fix the guttering and downspouts. The last email dated September 4, 2023 stated "I understand your frustrations, I forwarded this on to management a week ago. I will put a bug in their ear when I get into the office tomorrow morning. Unfortunately, there is nothing I can do other than pass it on to the persons with more authority at this point." We have heard nothing from the business since that email. The guttering and attached fascia board lay in the yard in front of the porch, containing standing water after every rain. I believe we have been EXTREMELY patient with the company but they really need to take care of the issue. I have included pictures, I also have all the emails and dates and details of the calls made and I will provide them if necessary. The dollar amount below is for all guttering and downspouts, porch ceiling, and porch posts.

  

  Business Response

  Date: 09/15/2023

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

  We trust this message finds you well. We are writing to provide an update on the recent inspection of the rafter tails issue at your property and to outline our proposed course of action.

  Upon receipt of the report from the gutter contractor and the comprehensive photos captured by ******* during his site visit, it is evident that the rafter tails supporting the wood sub fascia have experienced failure. This appears to have been primarily caused by the accumulation of leaves, debris, and, potentially, rainwater within the gutter system.

  It is important to clarify that Midtown did not undertake the installation of the sub fascia or the aluminum soffit and fascia in the affected areas; however, we did install the gutter. Our observations suggest that the gutter remains attached to the wood sub fascia assembly, which is now on the ground, as depicted in the provided photos.

  Based on our initial assessment, we can confidently conclude that the failure in question is not a result of any workmanship deficiencies on the part of Midtown or our contractors. In light of the situation, Midtown is committed to finding a satisfactory resolution. To this end, we are prepared to dispatch our Siding Manager and a Senior Field Manager to revisit the site, meet with you, and conduct a thorough assessment of the issue. Their objective will be to evaluate the extent of the damage and determine the most appropriate corrective measures. Should it become necessary to incur additional charges to rectify the rafter tails issue, we are committed to approaching this matter with transparency and fairness. Any additional costs will be discussed with you, and we will make every effort to keep them as reasonable as possible.

  Our team at Midtown will be reaching out to you in the coming days or as soon as it is convenient for you, to discuss the potential solutions we can offer to address this matter promptly and effectively.

  Your satisfaction and the integrity of your property are of utmost importance to us, and we remain dedicated to resolving this issue to your complete satisfaction. If you have any immediate questions or concerns, please do not hesitate to contact us.

  Thank you for choosing Midtown, and we look forward to working collaboratively to address this situation.

  Midtown Home Improvements

  

  Business Response

  Date: 09/18/2023

  Good afternoon,

  We hope this message finds you well. It has been confirmed with Mr. Berry that our experienced Production managers will be meeting at the customer's home this Wednesday, September 20th in the early morning.

  We appreciate your patience and cooperation in this matter, and as mentioned before, we are committed to resolving it to your complete satisfaction.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 09/24/2023

  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:09/07/2023

  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 bought a new roof from Midtown roughly 5 years ago for our Mansard house. In late May of 2023 we discovered that about 2 feet of flashing in our garage (not finished so we can see the underside of roof) was leaking during rain. There was extensive damage already to the roof boards. We repeated tried to contact Midtown. Week before July 4th someone from Midtown came to our house to "fix" the problem, when he arrived he realized it was larger than he could do and help point out other issues with roof installation like shingle rising due to short nails. He said he was going to talk to his manager and they would contact us. We heard nothing. I started calling daily for over a week to obtain a date for someone to return the week of Aug 14th. On Aug 14th I had to call again 2 days in a row to determine what day that week they would arrive. It was the 17th which was a day we were out if town, so it got rescheduled for Sept 5th. Each call inwould emphasize that I was looking for all issues to be resolved (flashing, shingles, boards replaced that had mold, and the fact that 1/2 of parameter in my attack I can see sunlight through the seams). On Sept 5th 2 midtown roofers came but only nailed in flashing and shingles. Said daylight was a fact of my roof design and said they would bring our concerns about mold back to their manager. I called on the 6th after no contact from manager, left a voice mail and was told by who answered the phone I would get a call back. This is the same behavior I had to do in July where I called every day. Instead I am writing to BBB to see if this gets a response.

  

  Business Response

  Date: 09/12/2023

  Dear *** ******,

  We hope this message finds you well.Our proposed course of action is to schedule a meeting between one of our experienced managers and a skilled roofer at the customer's residence in order to assess the issue comprehensively. Concurrently, we are diligently researching and identifying the exact shingles that were originally purchased to ensure a precise match.

  To move forward, we kindly request that we coordinate a mutually convenient time for this meeting. This will enable us to gain a thorough understanding of the situation and determine the most appropriate steps for resolution.

  We appreciate your patience and cooperation in this matter, and are committed to resolving it to your complete satisfaction.

  Please let us know your availability, and we will make the necessary arrangements promptly.

  Thank you,

  Midtown Home Improvements

  

  Business Response

  Date: 09/18/2023

  Good afternoon,

  We hope this message finds you well. It has been confirmed with *** *** ******* that a roofer and one of our experienced Production managers will be meeting at the customer's home this Wednesday, September 20th between 12:00-1:00 p.m.

  We appreciate your patience and cooperation in this matter, and as mentioned before, we are committed to resolving it to your complete satisfaction.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 09/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20571725, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  **** ******* ******

• Initial Complaint

  Date:09/07/2023

  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.

  Contracted a $35,505.00 contract to remove a wood deck and replace with Three Season Room.
  They removed the deck damaging the siding to my home.
  Stated that they have been waiting for City Permit since April 2023 to complete the work.
  The City keeps telling me that they are to sending the proper information required to obtain the permit.
  Many many many contacts by email with Midtown regarding the completion of the work with nothing but a different reason why the documents are not being approved, and this after the Company assured me that they have built and obtained three season room permits in the past from the City of Naperville.
  Still to date nothing has been done to remedy this problem with Fall upon us with no end in sight.
  They are still holding the remaining $7577.00 deposit of the $11,835.00 I gave them.
  They stated that the tear down of the deck was $2,158.00 and hauling away was another $2,100.00 that they charged. They never attempted to obtain a permit to remove the deck and I was citied by the HOA. The missing 20 feet of aluminum siding has not yet been replaced as promised nor have the railings for the steps on the cement patio which a sub contractor of Midtown Home Improvements (Fortis Cement) acquired their permit to put in the patio foundation for the three season screen porch but said Midtown installs the railings. Now Midtown tells me the replacement of the aluminum siding and the railings for the cement steps can not be installed until they receive their permit for the Three Season Room.
  going on 6 months and still no end in sight. Numerous text and email correspondence with Midtown Home Improvements and the City if requested.

  

  Business Response

  Date: 09/12/2023

  Dear Mr. ****,

  We hope this message finds you well. We want to express sincere appreciation for your patience and understanding throughout the duration of this project. While we have had the opportunity to discuss these matters extensively through telephone conversations and text messages over the past couple of months, we believe it is prudent to provide a written update for clarity and transparency.

  First and foremost, please be assured that we remain fully committed to the successful completion of your project at the earliest possible juncture. One of the outstanding issues we have addressed is the repair of the siding gap resulting from the removal of the old deck, a matter we have previously discussed. We do apologize for the unforeseen delay that has occurred in this regard.

  The delay primarily stemmed from the protracted process of obtaining the necessary building report for the home addition. While we have successfully executed similar projects in the past, the recent transition to a different roofing panel manufacturer presented unexpected challenges. Specifically, the new manufacturer lacked certain compliance reports required by local authorities in the Chicago area, a prerequisite not applicable in the other markets they serve.
  We are pleased to inform you that we have since procured the requisite report for your project, and we anticipate its prompt delivery. This document is critical for our engagement with the city authorities, and we are diligently wor**** to provide it as soon as it is in our possession.

  Regarding the concrete work and handrail installation, we would like to clarify that this aspect was not initially contracted to Midtown. It falls within the purview of your agreement with the concrete installation service. Fortis Concrete, we must emphasize, is an entirely independent entity and not a sub-contractor of Midtown. However, in our commitment to expeditiously bring your project to fruition, we agreed several weeks ago, as we discussed during our phone call, to assume responsibility for this task. Rest assured that we will maintain consistent communication with the engineers of the roofing panel manufacturer, ensuring that all necessary steps are taken to expedite the process on their end. Your satisfaction remains our utmost priority, and we are dedicated to resolving any outstanding issues promptly.

  We appreciate your continued trust in Midtown, and are genuinely grateful for your patience and understanding during this process. If you have any further questions or concerns or would like to discuss any aspect of the project in more detail, please do not hesitate to reach out.

  Thank you once again for your patience and cooperation.
  Sincerely,
  
  Midtown Home Improvements

  Customer Answer

  Date: 09/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Midtown’s letter stated on page two that:
  “We are pleased to inform that we have since procured the requisite report for your project, and we anticipate its prompt delivery. This document is critical for our engagement with the city authorities and we are diligently wor**** to provide it as soon as it is in our possession”
  

  That “CRITICAL DOCUMENT”  was  sent to the City and again rejected by the City of Naperville Permit Department as stated in the above attached document.
  I think since the city has constantly been requesting the same thing over and over and Midtown sends them every type of document excluding what they need to approve the permit, I no longer have this trust in Midtown and the patience and understanding during this process has run out. With the fall and winter months not that far away, I need to take it upon myself to take the steps to repair the damage to the siding of my home, caused my Midtown and put in the railings to the stairs myself.

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

  

  Business Response

  Date: 09/14/2023

  Dear Mr. ****,

  We have completed the purchase and manufacturing of the screen room, and it appears that there is no cancellation option available at this point. We are currently in the process of reaching out to the plan reviewer to gain insights into the reasons behind their denial. Once we have obtained this information, we will promptly provide you with an update on the matter.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 09/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Again and again the same response from them for months stating they are currently in the process of reaching out to the plan reviewer to gain insights into the reasons behind the multiple denials (not singular "denial"). This can go on for an unknown length of time with only receiving another response over and over again that they are wor**** on it since - March of this year.

  The permit department for the City of Naperville has copied me on every correspondence that they have had with Midtown Home Improvements as to why the permit is being denied because they will not produce the following:

  Two simple questions the reviewer has asked them over and over again:

  - Show document that the E.S.R. 2229 for the installation of the roof can withstand 30 pounds of weight per square foot

  - the structure can withstand 105 mph winds.

  Midtown Home Improvements has sent numerous reports to the City Permit Department regarding everything but the answer to the two above questions.

  I had been assured by ***** ****** of Midtown that they have done prior screen porch projects in the City of Naperville without a problem, I now think that possibly they have never done one here in Naperville.

  If they have, I would like to know these locations to confirm with the purchaser.

  I don't see why their response: "We have completed the purchase and manufacturing of the screen room, and it appears that there is no cancellation option available at this point" and the product sits in their warehouse until they get around to giving the City the information that is needed. What is so hard about giving the City the documents regarding the above two questions? It puts them at advantage. They have my money, they have my materials, I have no structure, I'm out $11,000+, have siding missing on my home, and a stairway with no railing.

  Additionally, in Midtown's response to my complaint, they stated they were not aware they would be installing the railing, to confirm, we discussed with the salesperson at the time we contracted with Midtown we would require a railing. ******* (sp) stated she knew that Fortis did not install railings, and that Midtown would do it. After reviewing the work order and the drawings, my partner Kathy, emailed Nicole to reiterate we required a railing. She responded by saying she had already passed the information to ***** ******, and that the installer would install the railing during the build. The email is dated April 20th. I can provide a copy if desired. And, while we are aware that Midtown did not subcontract the concrete patio to Fortis, ******* stated "Midtown does work with them all the time and we highly recommend them". I'm assuming that's how she knew they didn't install railings.

  Had Midtown had any business integrity, they would have at the very least, installed a railing for safety purposes months ago, as well as replaced the missing siding to avoid water damage to my home.

  I think this is totally unfair to the consumer while they sit on my deposit that could have been gaining interest. I realize that we have a contract. The contract is for Midtown to provide goods and services. They have not fulfilled their obligation, and they have had ample time to do so. They are therefore, in breach of contract. 

   

   

   

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

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Don't send your sales people out to subdivisions that don't want you and you rind door bells and wake up kids. It states on my property no sales I guess I need to start yelling at them or but up threatening signs to stay away.

  

  Business Response

  Date: 09/07/2023

  Good morning, *** *****

  We hope this message finds you well. We would like to extend our sincere apologies for any inconvenience or frustration you may have experienced due to your subdivision being included in our list.

  We have removed your subdivision from our list, ensuring that you will no longer receive any communications or notifications from us. We value your trust and appreciate your understanding in this matter.
  
  Once again, we sincerely apologize for any inconvenience this may have caused, and we thank you for your patience and understanding.

  If you have any further questions or concerns, please do not hesitate to contact our Customer Service team at *************

  Sincerely,
  Midtown Home Improvements
  
  
  

  
  

• Initial Complaint

  Date:08/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint on behalf of my elderly parents - ***** *** ***** ********, who are of a very limited fixed income. This is concerning Midtown Windows work they did at their home located at **** ******** ****** ********** ********. My dad has Parkinson Disease and does not possess mental capacity to make financial decisions. My mother, as was prevalent during that time, has never handled finances, and did not understand what she was agreeing upon. Midtown preyed upon my parents, who from one step in their home, it is very evident they could not afford windows, nor did they have mental capacity to make such decisions. They were induced in to taking a loan from a third-party, on the promise of low monthly payments, but they did not understand that there was a very high interest rate associated with this. I called Midtown Improvements to explain the situation, and they refused to cancel the order and give them their money back. This company must be stopped from preying on the elderly and mentally incapacitated.

  

  Business Response

  Date: 08/24/2023

  Dear ** ****,

  I hope this message finds you well. We appreciate your parent's decision to choose our company for their window replacement project and wanted to address the recent developments regarding their contract.

  As per our records, an appointment was scheduled on October 23rd, 2022, during which we provided an estimate for their windows. It is essential to clarify that our company adheres to a stringent loan application process. We would like to underscore that we do not possess the authority to authorize loans on behalf of our clients. Instead, the responsibility lies with the client to initiate the necessary steps, including the creation of a secure portal, subsequent login, and acceptance of the provided terms and conditions. The commitment to transparency and integrity is paramount in our interactions with clients, and any engagements are rooted in their voluntary decisions.

  The appointment held in October 2022 transpired without any form of coercion; their genuine interest in procuring our window services was evident, and the decision to proceed was made independently.

  Subsequently, on March 16th, 2023, we were contacted by ** ***** who expressed a desire to cancel the contract. Regrettably, by that point, substantial progress had been made. Precise measurements had been taken, the windows had been ordered, and we were preparing for their delivery on March 20th, with installation scheduled shortly thereafter. Given the advanced stage of the project, cancellation at this juncture proved unfeasible. It is important to note that our window solutions are meticulously tailored for each project, rendering them non-returnable once the order has been placed.

  We understand the complexities and evolving circumstances that can arise, leading to changes in plans. While we empathize with your situation, the intricate nature of our custom-ordered windows necessitates adherence to a structured process, including order placement and preparation for installation. We deeply value your understanding of these parameters.

  Should you have any concerns or queries, please do not hesitate to contact our dedicated customer support team. We remain committed to delivering exceptional service and ensuring that your window replacement project meets your expectations.

  Thank you,

  Midtown Home Improvements

  
  

• Initial Complaint

  Date:08/15/2023

  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 would like my money back since I did not go with them. He has no right to keep my money and I want my money back. The man was very belligerent and sarcastic.

  

  Business Response

  Date: 08/15/2023

  Good afternoon,

  On July 18, 2023, ** ***** communicated her decision to cancel her project. In adherence to our established refund protocol, which stipulates a processing period of four weeks, we are currently in the process of facilitating the reimbursement. As per our schedule, the refund is slated to be executed on August 18, 2023. Should you have any queries or require further clarification regarding this matter, please do not hesitate to contact our dedicated customer service team. We appreciate your understanding and patience in this regard.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a composite deck installed and we have a broken board. I have called and we have had people out to look but nothing has been fixed. We had it installed 5 years ago and they fixed it once after a couple years then another broke and no luck with getting it fixed. I just want others to be aware. We are not looking to have anything done we just want to keep others from the same issue.

  

  Business Response

  Date: 08/08/2023

  Good afternoon, Ms. ******,

  Midtown Home Improvements would like to extend our willingness to assist you with your service request. Kindly consider reaching out to our office through a phone call, and we will be pleased to arrange the necessary arrangements. Your prompt contact will greatly aid in expediting the process.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 08/09/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have called them repeatedly, they have been to our house to see the damage and they do nothing. They call me I tell them the situation and they say we will get that to our team. Nothing ever happens. It has been 3 months since they came out to look at the damage and still no fix. I am done with trying on my end.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 08/16/2023

  Good morning,

  We trust this message finds you well. We would like to provide you with an update regarding the recent development concerning the repair in which Ms ****** has expressed concern.

  We are pleased to inform you that we have taken the necessary steps to address the issue. An order for the required piece of L trim has been promptly initiated, and would like to confirm that the order is now in process. We are actively monitoring its progress to ensure a timely and efficient procurement.

  As soon as the L trim arrives and is in our possession, we will promptly proceed with arranging a suitable appointment for the repair. Your satisfaction and the restoration of the affected area to its optimal condition remain our top priorities.

  We sincerely appreciate your patience during this process and assure you that we are committed to delivering a seamless and professional repair experience. Should you have any questions or require further information, please do not hesitate to contact us. Your understanding is greatly valued, and we look forward to resolving this matter to your satisfaction.

  Thank you for entrusting us with your repair needs. We will be in touch shortly with the repair appointment details once the L trim arrives.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Small Deck contruction: Timeline of contruction From June 19-29, 2023 (finished project), June 30, 2023 paid contract #080244, cost of $12,852.00 (Cash). The Village of Addison inspector came to inspect the project on July 7 to stated "scope of work complete and to close permit" with notation: "Contractor needs to pick up left over materials." The same contractor failed to removed dirt or soil from excavation of foundation out of my yard.
  
  The Unused materials and dirt are setting on my porch since June 19, 2023 and there was no efforts on the part of the contractor (Midtown Home Improvements) to removed the sais materials and dirt from my property. The contractor alleged that its their materials supplier responsibility to removed the said left over materials. My contract does not stated any of such that the contractor's responsiblity to pick up left over materials. Contractor does obligated to removed the soil and dirt seating on my yard.
  
  The promises and inactions of Midtown is unprofessional and inspites of my repeated requests to removed the dirt and left over materials. Unfortunately the contractor was paid and consistently ignoring my requests. I want the contractor (midtown home improvement) to removed these hajardous materials and eyesores dirt from my property.
  
  I learned good lessons never to trust contractor who subcontracts their projects, like subconstracts with materials supplier, deck crews (independent contractor), and out of town contractor (just having "office locally"), as well don't trust their representative and project managers.

  

  Business Response

  Date: 07/18/2023

  Good afternoon,

  I hope this message finds you well. I am writing to update you on the recent development regarding the client complaint we have been addressing. I am pleased to inform you that the situation has been handled efficiently, and we have managed to reach a successful resolution.

  Our dedicated team has taken proactive steps to engage with Mr. *******, and adeptly addressed his concerns.

  As a result of our team's diligent efforts, we are confident that the impending complaint will be resolved satisfactorily, and the clients' trust in our company will remain intact. We deeply value the relationships we have with our clients and are committed to ensuring their satisfaction and loyalty.

  Moving forward, we will continue to monitor the situation closely and take any additional actions necessary to prevent similar issues from arising in the future. We are consistently striving to improve our processes and deliver superior service to all our clients.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:07/05/2023

  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.

  They refuse to fix my deck. I paid extra for kiln dried cedarwood  and within a week the deck and the handrails are cracking.  They told me the cracks are acceptable as long as they do not crack all the way through. They told me they were dried in an oven and they are cracked within a week. This is not acceptable.  I just got off the phone with them and they told me they will not fix the issue.  They have already received the ****** dollars I paid for the deck so I am paying the finance company now so they appear to have no interest in fixing my issue.  If I go into default its my credit on the line and does not affect them.  I have tried to resolve this issue directly with them and they are not willing to come out and fix my deck.   I was not aware there would be cracking within a week of my deck being finished.  This needs to be fixed immediately.

  

  Business Response

  Date: 07/17/2023

  Good morning,

  We appreciate your proactive effort in addressing this matter.

  Indeed, wood is a natural material that can exhibit certain behaviors after installation, such as cracking and shrinking. This phenomenon, known as "checking," is common and does not necessarily indicate a defect in the wood. It is important to note that checking can occur with any type of wood.

  As a company, our standard policy is that we do not replace wood unless the cracks extend all the way through the boards, as this would compromise their structural integrity. However, taking into account the specific situation and as a gesture of goodwill, we have offered to replace three boards on the customer's deck that displayed noticeable checking. We are pleased to hear that the customer has accepted this resolution.

  We would like to assure you that our team is committed to providing excellent service and ensuring customer satisfaction. In line with the agreed resolution, we have scheduled the replacement of the affected boards and are preparing to carry out the necessary service as planned.

  Should you have any further questions or concerns, please do not hesitate to inform us. We highly value your feedback and are dedicated to addressing any issues promptly and professionally.

  Thank you for your understanding and collaboration.

  Sincerely,

  Midtown Home Improvements

  Customer Answer

  Date: 07/21/2023

  Complaint: 20275574
  
  I am rejecting this response because:
  They agreed to change out only 3 deck boards, out of about 10. Also I  now have boarde where the knots are falling out.  They didn't even address the 26 handrails issues. I also have 112  ***** ceder boards which are warping badly already. Sent all pictures to them, their aware of all the issues.  Haven't heard back. 
  
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 07/28/2023

  Good morning,

  Thank you for bringing your concerns to our attention regarding the replacement of the 3 boards. We understand that you had a discussion with our General Manager, and we appreciate your willingness to engage in resolving this matter.
  As you rightly mentioned, wood is a natural product, and despite our best efforts in quality control and installation, it is susceptible to certain inherent characteristics such as warping and knot-related issues. While we strive to provide the highest quality materials, we acknowledge that occasional imperfections can occur.

  In line with our commitment to customer satisfaction and in light of the fallen knots issue, we assure you that we will promptly replace those affected boards. Our aim is to ensure that you are fully satisfied with the end result of our work.
  However, we would like to reiterate that we cannot entirely control the behavior of wood after its installation, as it responds to environmental factors and may undergo slight changes over time. Nevertheless, we remain dedicated to addressing any legitimate concerns that arise due to faulty materials or workmanship.

  Please do not hesitate to reach out to us with further details or to schedule the replacement of the affected boards. We value your business and trust that this resolution will meet your expectations. Our team is committed to maintaining open communication and providing excellent customer service throughout this process.

  Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.

  Sincerely,

  Midtown Home Improvements

   

  
  

  

  Business Response

  Date: 08/01/2023

  Good morning,

  Thank you for bringing your concerns to our attention regarding the replacement of the 3 boards. We understand that you had a discussion with our General Manager, and we appreciate your willingness to engage in resolving this matter.
  As you rightly mentioned, wood is a natural product, and despite our best efforts in quality control and installation, it is susceptible to certain inherent characteristics such as warping and knot-related issues. While we strive to provide the highest quality materials, we acknowledge that occasional imperfections can occur.

  In line with our commitment to customer satisfaction and in light of the fallen knots issue, we assure you that we will promptly replace those affected boards. Our aim is to ensure that you are fully satisfied with the end result of our work.
  However, we would like to reiterate that we cannot entirely control the behavior of wood after its installation, as it responds to environmental factors and may undergo slight changes over time. Nevertheless, we remain dedicated to addressing any legitimate concerns that arise due to faulty materials or workmanship.

  Please do not hesitate to reach out to us with further details or to schedule the replacement of the affected boards. We value your business and trust that this resolution will meet your expectations. Our team is committed to maintaining open communication and providing excellent customer service throughout this process.

  Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.

  Sincerely,

  Midtown Home Improvements

  Customer Answer

  Date: 08/02/2023

  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,
  
  *************************************