Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

General Contractor

Midtown Home Improvements Inc.

Headquarters

Important information

  • Customer Complaint:
    BBB has received consumer complaints about Midtown Home Improvements which allege long delays to complete projects, the company promises to send someone out to address a problem but fails to do so, and overall poor workmanship.  The company has addressed all concerns brought to its attention. 

Complaints

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

Find a Location

Midtown Home Improvements Inc. has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 89 total complaints in the last 3 years.
    • 29 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/19/2023

      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 a homeowner living in Olathe, Kansas. I am asking for your help in resolving a problem with a company that might have misled many other homeowners. I made a down payment with a contract on 26th August 2022. The company did bad quality work that is not finished, and they do not have the intent to fix it. They are unresponsive.
      We made a contract with them for the entry door, basement sliding door, kitchen window, and batch window replacement.
      Please. find below the chronological order of events that happened I have emails, I have the contract, I have photo evidence, and of course the physical evidence of the bad quality work we are living with. I want avoid any hidden charges or unexpected bills for this awful performance of the company.
      The main facts of the case are below:
      08/26/2023: Contract No. ***** signed off by Mr. ****** ******** authorized sales agent of Midtown Home Improvements KC
      9/1/2022 updated corrected contract No.93382 signed off by Mr. ****** ******** authorized sales agent of Midtown Home Improvements KC
      9/12/2022: Re-measurement completed by Mr. **** ******* *****, Midtown Home Improvement KC Project Manager
      12/16/2022: Installation: work by ******* Enterprises, LLC contractor of Midtown Home Improvement KC. After the installation work during the final walkthrough with Mr. ******* Project Manager, the customer indicated the quality problems. The installer agreed and promised to inform Midtown Home Improvements KC to resolve the problems with the door/windows manufacturer.
      12/22/2022: A complaint from the customer (** ************* *******) was sent on bad quality work in an email to support the findings with photos justifying real-life bad experiences from the bad quality performance of the contract
      01/11/2023: Technician (**********) visit from Midtown Home Improvement Inc.: he was not able not to fix anything, but he admitted the twisted doors and windows and promised to inform about the findings Mr. **** ******* *****, Midtown Home Improvement Inc Project Manager
      02/05/2022: The customer sent another email to Midtown Home Improvements KC. asking update as no communication received from Midtown Home Improvement on problem-solving
      02/22/2023 Midtown Home Improvements KC project manager (**** ******* *****) visited customer: no solution proposed, admitted the problems with the entry door, stated they could not fix the problems with the entry door and the basement door, promised to send the window manufacturer ******* to check /fix only on the kitchen window
      03/19/2022 No other communication/call/ intention has been received from Midtown Home Improvements KC to solve the issues, the work has not been completed.
      03/19/2022 Home Owner sent an email to Home Improvments LLC with a deadline to solve the problems in 5 business days
      03/20/2022 Midtown Home Improvements KC Production Assistant sent a message that **** ******* ***** project manager and his service technician *** will be at the home owner to reset the entry door.
      03/31/2023 Midtown Home Improvements KC Production Assistant **** **** informed the homeowner that the project manager would not be able to make the appointment and the resolution on the promised date
      04/30 /2023 No further communication has been provided from the company since 3/31/2023

      Business Response

      Date: 06/26/2023

      Good morning,

      We sincerely apologize for the inconvenience you have experienced with the installation of your door. Our team has been in contact with the customer and we are actively working on a plan to address the issue.

      Upon further inspection, it has come to our attention that the door opening is out of square, which is a result of your home settling over the years. Please be assured that we are committed to resolving this matter promptly and ensuring that the door is adjusted to fit the unique opening.

      To facilitate the necessary adjustments, we have scheduled a visit with you, the homeowner, to assess the situation and make the necessary modifications. Our skilled technicians will bring their expertise and necessary equipment to ensure the door fits properly within the unconventional opening.

      We understand the frustration this situation has caused, and we want to assure you that we are dedicated to providing you with the highest level of customer satisfaction. Our team is committed to resolving the issue and ensuring that the door meets your expectations.

      Once again, we apologize for any inconvenience this has caused, and we appreciate your patience and understanding as we work towards a resolution. Should you have any further questions or concerns, please do not hesitate to reach out to us. We value your business and look forward to serving you with the utmost professionalism.

      Thank you,

      Midtown Home Improvements

      Customer Answer

      Date: 06/26/2023

      Complaint: ********



      I am rejecting this response because:
      As i mentioned in my complain it's not only the door installation that has to be resolved. On the other hand the company production manager measured /assessed all spots before they ordered the doors and windows.

      The kitchen window can not be open or closed because the window is twisted and it also has installation problems.

      So both the entry door and the kitchen window has to be replaced or fixed and contract price discount is requested as i spent multiple PTO to deal with unsuccessful resolution visits so far.




      Sincerely,



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

      Business Response

      Date: 10/23/2023

      Good morning,

      This issue shows resolved on our end, and the client has paid in full. Can you please provide us with an update?

      Thank you,

      Midtown Home Improvements

       

    • Initial Complaint

      Date:06/12/2023

      Type:Sales and Advertising 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.
      I had windows installed by Midtown in March of 2023. The installation included shutters. After Midtown had to come back and redo part of their window installation, they never came back to install the shutters they left with me. They have missed numerous appointments and broken numerous promises and I still dont have the shutters installed.

      Customer Answer

      Date: 06/13/2023

      The shutters were installed today.
    • Initial Complaint

      Date:06/08/2023

      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 ordered windows in November & was promised many things that were not provided.

      One of the windows in my home was badly rotten and had clear water damage. I made sure it was shown to the two men selling the windows that it was really bad. They took pictures and promised me it would all be taken care of at installation and that I had nothing to worry about. I just had to remind them closer to installation. That was what I was told.
      The windows were ordered in the wrong color so that delayed everything and in the mean time I’m emailing and reminding the company that there’s damage by sending pictures etc.

      The windows get installed and it’s a hot mess. The window is caulked to rotten shutters and everything below it is rotten. We were not taken care of. I’ve been trying to work with them and they want to quote me to pay to fix this. They offered to fix the box frame under, but there’s so much more that needs to be addressed. I just wanted a window up to code.

      When installing they said it was solid and secure so I tried not to worry too much until after they were gone and I started inspecting more. The drywall had holes all over it from the water damage and clearly wasn’t in good condition.

      When reaching out about this the new general manager made sure to tell me I had gotten such a good deal on these windows and that if it wasn’t written in the contract it doesn’t matter what was said. He also told me that yes the person selling the windows did say he told my husband and I that we would be taken care of we didn’t have to worry. It was a project manager who told us this.

      They installed the window and then told me I had to take care of everything after I was told not to worry.

      Sharing this so hopefully another person understands: it’s not about the honor system anymore.I had even mentioned that they should put that there’s damage in the contract, but was told not to worry it’s taken care of at installation. Please remember this next time you have work done!!

      Business Response

      Date: 06/15/2023

      Dear Ms *** *****,

      We are writing to provide you with a formal update and clarification regarding the recent issues raised concerning the window replacement project at your home. We highly value our professional relationship with you and are committed to ensuring transparency and satisfaction throughout all our engagements.

      Based on our records, the initial agreement between yourself and Midtown involved the replacement of four windows in your home. However, at your request, a subsequent change order was issued, which modified the scope of work to two windows. Midtown diligently proceeded with the project, removing both windows and replacing them with new ones. Our team performed a professional installation, including meticulous capping around all windows, as per our standard practices.

      During the window removal process, no evidence of frame rot or damaged wood was observed. The windowsill, where the new window was to be installed, was found to be in good condition. Given the absence of any visible indications of damage, Midtown proceeded with the installation, as it would have been impractical to conduct an investigation behind the wall by removing the drywall—an activity not typically covered in our installation procedures.
      It was only after Midtown had completed the installation and you removed the drywall several days later that the damaged area in question came to light. This damage could not have been reasonably anticipated without invasive measures such as removing the drywall and inspecting the wall. Importantly, our contractual agreement solely outlined the installation of two windows, without any provisions for repairing wood, removing drywall, or replacing exterior shutters on your home. We want to emphasize that you were only charged for the two windows as per our agreement.

      Upon bringing this matter to our attention, our General Manager promptly clarified that the repair of the wall framing and any associated costs were not included in your contract, and therefore, no charges were applied. However, we understand your concerns, and promptly dispatched one of our team members to investigate the issue further. Following a thorough assessment, we confirmed the need for subfloor repairs in the room, reframing of the wall under the window, and replacement of the exterior shutters.

      In light of our commitment to customer satisfaction, Midtown extended an offer to provide you with a quote for these repairs, and we were prepared to address the framing directly under the window at no cost to you, as a gesture of goodwill. This arrangement was discussed and agreed upon during a phone conversation. In order to document this agreement accurately, we subsequently issued a change order outlining the details of our discussion.
      Regrettably, it seems there has been a change in your expectations since our last communication. While we empathize with your desire for additional complimentary work, we must emphasize that the original agreement and subsequent change order were the basis of our engagement, and Midtown strictly adhered to its contractual obligations. Consequently, we are unable to undertake the subfloor repairs, shutter replacements, or reinstallation of drywall without appropriate compensation.

      Nonetheless, we remain committed to resolving this matter amicably. To honor our commitment, Midtown will proceed with replacing only the framing directly underneath the window, as previously agreed upon. To support our assessment and ensure clarity, we will include copies of the contract, relevant pictures, and the change order reflecting our agreement for the framing repair.
      We appreciate your understanding of the situation and trust that this updated clarification will lead to a mutually satisfactory resolution. Should you have any further questions or concerns, please do not hesitate to reach out to us. We highly value your satisfaction and look forward to the opportunity to address any remaining issues promptly.

      Thank you,

      Midtown Home Improvements

    • Initial Complaint

      Date:06/07/2023

      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.
      New vinyl siding over existing surface and new gutters on house and attached garage.
      11/14/22, paid $12,901 to secure a quote for vinyl siding and new gutters. Paid the remaining $25,804 at completion on 3/24/23. On 4/17 2 pieces fell off the side of the garage, called on 4/19 spoke with the PA ******, she requested pictures. Within a day or the PM had fixed the 2 pieces. My current issue is on 5/17 another piece fell, this time it was on the back side of the garage. Called the PA again and was told they are booked until the end of June but she was going to contact the PM (Richard) and see if they could squeeze us in to get it resolved. Nothing done and no call back so called again on 5/22 spoke to a different lady bc ****** was out sick, that lady said they are booked until the end of July…still no response from anyone and my piece of siding is still not fixed.

      Business Response

      Date: 06/14/2023

      Dear Ms ******,

      We would like to extend our sincerest apologies for the delay in addressing the service request you submitted. Please rest assured that our service department is currently fully operational, and we are exerting every effort to expedite the resolution of pending services.

      In response to your specific concern regarding the siding issue, we prioritized your request and promptly dispatched our team to assess the situation on Monday. After careful evaluation, we have scheduled the repair of the affected siding piece for tomorrow, ensuring a swift resolution to the matter.

      We appreciate your understanding and patience throughout this process. We understand the importance of timely service delivery, and we acknowledge that the initial response time might have created a certain expectation. While we regret any inconvenience caused by the delay, we want to assure you that we are now diligently working to rectify the situation as quickly as possible.

      Once again, we apologize for any inconvenience this may have caused you, and we genuinely appreciate your continued support. If you have any further questions or require additional assistance, please do not hesitate to reach out to our customer service team, who will be more than happy to assist you.

      Thank you for your understanding,

      Midtown Home Improvements

    • Initial Complaint

      Date:06/06/2023

      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 Midtown to build ** a Zuri deck in the summer of 2017. The deck was beautiful when it was complete but approximately 3.5 years after the installation the decking material started delaminating on several installed boards. We had several communications via e-mail, phone, and voice mail. Most of the time they never respond back to me but when they did provide a response it was "this looks and sounds like a warranty claim and we are reaching out to the manufacturer and this may take several months." ***** communications have been going on for almost 2 years and still no one has even showed up at our residence to review the issue. The last few attempts to contact them have been ignored. When we purchased the decking material it was highly recommended by our salesperson and told to us that the material was superior to other decking material and would last substantially longer compared to other brands. Clearly this is not the case and it is now a huge eye sore.

      Business Response

      Date: 06/12/2023

      Good morning,

      Thank you for bringing your concern to our attention. We value our relationships with our customer and strive for the best in customer satisfaction.

      We have identified an ongoing manufacturing issue pertaining to the material in question, and our team is actively engaged in resolving the matter by procuring the necessary materials for our client. Regrettably, we have encountered delays. In order to address this situation, our Production Manager has personally contacted the customer and obtained photographs earlier this week, and he is currently collaborating with our supplier to expedite the acquisition of the required material.

      We apologize for the delay in receiving the materials, and look to resolve this matter as soon as possible.

      Thank you,

      Midtown Home Improvements

      Customer Answer

      Date: 06/12/2023

      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, and hopefully this time they will completely follow through and resolve the issue.

      We will see.


      Sincerely,

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

    • Initial Complaint

      Date:06/03/2023

      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.
      On May 23, 2023, we worked with a sales rep from Midtown Home Improvements on a deck remodeling project. We came to an agreement and gave the rep a deposit for $2,697 and then completed paperwork to finance the remaining sum.

      However, their finance company was unprofessional and transphobic. We decided to cancel the entire project and completed a "Notice of Cancellation" form on May 24, 2023, sending it to the sales rep electronically. (see attachment). They confirmed receipt.

      Thinking that the matter was settled, we discovered on June 3rd, 2023 that Midtown Home Improvements deposited our original sum, even after cancelling the project. They did not indicate at any time that they would do so or require any type of damages.

      This is completely unprofessional and we demand that they return our $2,697.

      Business Response

      Date: 06/05/2023

      Good afternoon,

      Thank you for bringing the matter regarding the status of your payment to our attention. We would like to inform you that we have diligently followed our standard procedures to address this issue. According to our records, you initially notified our representative about the payment concern, who promptly escalated the matter to our office manager.

      We are pleased to inform you that our office manager has taken immediate action and has reached out to the relevant financial institution today. The purpose of this contact was to verify if the check in question has cleared on their end. However, we regret to inform you that as of today, the check's clearance status is still pending according to the office manager.

      Rest assured, we are actively monitoring the situation and eagerly await the confirmation of the check's clearance from our office manager. Once we have obtained the necessary proof of clearance, we will promptly proceed with the issuance of a refund check to rectify the situation.

      We understand the importance of resolving this matter in a timely manner and appreciate your patience and cooperation throughout this process. Should you have any additional questions or concerns, please do not hesitate to reach out to us. We remain committed to providing you with the highest level of service and resolving this issue to your complete satisfaction.

      Thank you,

      Midtown Home Improvements

    • Initial Complaint

      Date:05/31/2023

      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 used midtown to perform a kitchen remodel that was completed in early October 2022. At that time, the contractor that was engaged for our work entered a change order that we were owed a replacement of cabinet doors that were warped. Since that time, we have contacted the office several times to learn that the one person (only ONE) that is able to assist us is never in the office. Once we did make contact, we were told the order for the replacement parts was placed. After waiting., we called again and we were informed there was a delay. Most recently, in April we contacted them for an update and were told that the items ordered for us were ordered by mistake and actually meant for another customer. We would like full resolution and closure of the items owed to us.

      Business Response

      Date: 06/02/2023

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

      Thank you for bringing this matter to our attention. We highly value our relationship with the BBB and appreciate their efforts in resolving this issue.

      We would like to inform you that the doors you ordered have finally arrived and are currently at our office. We apologize for the delay caused by the cabinet company in delivering the doors promptly.
      In order to proceed with the installation, we are actively working on scheduling a suitable day to complete the task. Our team is committed to providing you with the highest quality service, and we understand the importance of getting the doors installed as soon as possible.

      We appreciate your patience throughout this process and assure you that we will make every effort to expedite the installation while ensuring attention to detail. Our goal is to complete the installation efficiently and to your utmost satisfaction.

      Should you have any further inquiries or require additional assistance, please feel free to contact us. We value your business and look forward to completing the installation in a timely manner.

      Thank you,

      Midtown Home Improvements

      Customer Answer

      Date: 06/05/2023

      Complaint: 20127778

      I am rejecting this response because:  Theissues outlined via email to  Midtown in December are still  not addressed.  While a gentlemen did show up and address some of the items, he said that he would return Monday afternoon and complete the work.  You can review the attached email for communication and updates on the work provided/yet to be delivered.  As of 4:53pm today, no one has called or arrived at our home.



      Sincerely,

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

      Business Response

      Date: 06/12/2023

      Good morning,

      We value your feedback and are working diligently to resolve your concern. We did have one a member of our production team out to your house last week to address some of your concerns. In order to best resolve any and all concerns you have, could you please provide a detailed list outlining your concerns? If it works better for you, our General Manager would be happy to speak to you. His name is *************************, and he can be reached at ************.

      Thank you,

      Midtown Home Improvements

      Customer Answer

      Date: 06/17/2023

      Complaint: 20127778

      I am rejecting this response because:
      I have included all email correspondence outlining the issues.

       

      remaining-

      1) paint is being procured to correct cabinet paint  issues 

      2) light flickering is reduced now that the switch box was swapped, except now the plate isnt flush with the wall

      3) the drawers are locked in, but I still have 2 that do not soft close

       




      Sincerely,

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

      Business Response

      Date: 07/18/2023

      Good afternoon,

      I hope this message finds you well. We sincerely appreciate your patience and understanding as we work to address the concerns you have regarding the drawers. We have received the necessary materials, including the paint and drawer glides, and are fully prepared to undertake the reinstallation process during our upcoming visit to your home.

      Our dedicated technician has diligently set up an appointment for us to return to your residence on July 25th. We want to assure you that our utmost priority is to rectify the issues with the drawers and restore them to their proper functionality. Rest assured that we will meticulously address each concern you have raised to ensure your complete satisfaction.

      During our visit, our skilled team will take all necessary steps to complete the repairs efficiently and to the highest standard. Our goal is to ensure that the drawers not only meet but exceed your expectations once the repairs are completed.

      Should you have any additional questions or if there are any specific instructions you would like to share before our appointment, please feel free to reach out to us. We value your feedback and want to make sure that we fulfill your expectations in every way possible.

      Once again, we apologize for any inconvenience caused and sincerely appreciate your understanding. We remain committed to providing exceptional service and look forward to resolving the issue promptly.

      Thank you,

      Midtown Home Improvements

      Customer Answer

      Date: 07/28/2023

      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.  Work was completed as specified.

      Sincerely,

      ***********************
    • Initial Complaint

      Date:05/17/2023

      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.
      Refund Check for stated work, that they said they would do. We sent a Certified letter letter stating that we do not want the work done. The person that received the check was a ******* *******. I would like to be refunded in the amount of $580.00 by this coming Friday.

      Business Response

      Date: 05/17/2023

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

      Thank you for bringing your concern to our attention. We highly value
      our relationship with the BBB and appreciate their efforts in resolving this
      issue. We are writing to provide you with an update regarding the cancellation
      of your order on April 21st, as indicated by the postmarked date of April 17th in
      your mailed correspondence.

      As per our
      company policy, we adhere to a standard procedure for refunding down payments by
      check. This process involves a comprehensive verification step with our bank to
      ensure the absence of any stop payment requests from clients. Consequently, our
      refund processing period typically spans four weeks.

      We are
      pleased to confirm that a full refund will be issued on May 19th. Regrettably,
      we understand that this timeline may not align with your desired schedule, and we
      sincerely apologize for any inconvenience caused.
      To clarify,
      the refund check will be promptly sent out via mail on Friday, May 19th.

      Thank you
      for your patience and understanding throughout this process. We value your
      business and remain committed to providing you with exceptional customer
      service. Should you have any further questions or concerns, please do not
      hesitate to reach out to our dedicated support team.

      Thank you,
      Midtown Home Improvements

    • Initial Complaint

      Date:05/17/2023

      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.
      The sales man told us that our fence would be finished within 2 days. The fence took more than two weeks to complete and the fence had two big gaps in it. We paid $20,000 for this fence and expected a beautiful compliment to our back yard but was left with a less than desirable end result.

      Business Response

      Date: 05/26/2023

      Dear Mr. ******,

      We sincerely apologize for the delay in completing the service you requested. We understand the importance of timely delivery and the inconvenience this may have caused you.
      In order to ensure the highest quality of our service, we needed to order specific materials that were essential for its completion. Unfortunately, there was an unforeseen delay in the procurement process, which resulted in the extended timeline.

      Please be assured that we have already taken the necessary steps to rectify the situation. We have communicated the revised completion date to you, and we are committed to fulfilling our obligations by delivering the completed service next week.

      We value our relationship with you and greatly appreciate your patience and understanding in this matter. Our team is dedicated to resolving this issue promptly and to your satisfaction.

      If you have any further concerns or questions, please do not hesitate to reach out to our customer service department. We are here to assist you and ensure a positive resolution.

      Thank you for your understanding, and we look forward to successfully completing the service for you.

      Thank you,

      Midtown Home Improvements

    • Initial Complaint

      Date:05/08/2023

      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 ordered siding, soffits, gutters and gutter helmets from this company and spent over $27,000.00. We have had difficulties with them from the start and had to do some finish work ourselves. Now there is a warranty issue. There is a faux stone section on the front of our house and there are multiple sections that are peeling off exposing yellow foam. This is on the front of my house. The company is aware and advised me over 3 weeks ago that they have contacted the manufacturer. There has been no contact by the company since. I have left messages. This siding has only been on the house for 4 months. This is in an area that gets no foot traffic so was not from any damage. It appeared to just bubble up and peel off. I need this problem resolved and am having difficulty getting any support from this company.

      Business Response

      Date: 05/12/2023

      Dear Ms. ******,

      Thank you for bringing your concern of completing your service to
      our attention. We apologize for any inconvenience caused by the delay and want
      to assure you that we are working diligently to resolve this issue as soon as
      possible.

      We had to
      order some necessary material to complete the service, which resulted in the
      delay. However, we have now received the material and are committed to
      completing the service by next week. We have communicated this to the customer.

      At ******* **** ************* we value your satisfaction and strive to provide you with
      the best possible service. If you have any further questions or concerns,
      please do not hesitate to reach out to us.

      Thank you
      for your continued support.

      Thank you,

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

      Customer Answer

      Date: 11/03/2023

      I reject the response.  This has only partially been resolved.  The replacement siding wasn't put on until October 17th.  There is still trim issues and there is still an issue with the gutters that they have been aware of since June and they haven't answered our repeated calls/messages about the time frame on getting these issues addressed.

      Business Response

      Date: 11/09/2023

      Dear Ms. ******,

      We trust this message finds you well. We value and appreciate you bringing your concerns to our attention. 

      The first concern related to a gutter issue has been successfully resolved, ensuring optimal functionality. We are pleased to inform you that our team has executed the necessary measures to rectify this matter, and we are confident that it will not pose any further disruption.

      Regarding the second issue, we wish to assure you that it is already on our radar for resolution. After a thorough assessment, we have scheduled the required maintenance for tomorrow to address this concern proactively. We have personally communicated with Ms. ******, who has confirmed the scheduling of the necessary actions.

      We appreciate your understanding and patience as we work diligently to maintain the highest standards of service. Our commitment to addressing these issues promptly underscores our dedication to providing a seamless experience for our valued clients.

      Should you have any further inquiries or concerns, please do not hesitate to reach out. We remain committed to ensuring your satisfaction with our services.

      Thank you,

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

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.