Complaints

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

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  Midtown Home Improvements Inc.

  120 Resource Dr Wentzville, MO 63385-1560

  
• 

  Midtown Home Improvements

  945 N Edgewood Ave Wood Dale, IL 60191-1220

  
• 

  Midtown Home Improvement

  5595 Oakdale Rd SE Mableton, GA 30126

  
• 

  Midtown Home Improvements, Inc.

  4420 E 142nd St Grandview, MO 64030

  
• 

  Midtown Home Improvements

  1400 Donelson Pike Suite A20 Nashville, TN 37217-2934

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2023

  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.

  Midtown was one of three quotes I received prior to a deck project.
  They were the HIGHEST IN COST however, I thought they would be the BEST.
  They quote one price for the total project - then say that wasn’t included
  They proceed to come back quote you another price and still don’t complete the project - my bad they say…it’s a misunderstanding!
  Then want to charge you AGAIN to complete the project
  It’s misleading and dishonest!
  Wordsmith professionals!
  I have text conversations providing the TRUTH of what was sold -
  Then say we are humans we make mistakes, I say you are a business fix - it!
  
  I’m not done this will end up in court!
  Over priced which I agreed to in order to get top quality workmanship.
  
  Buyer beware

  

  Business Response

  Date: 03/29/2023

  Dear Ms *******,

  Thank you for reaching out to us regarding your recent project with Midtown. We sincerely apologize for any misunderstanding that may have occurred during the project, and we understand your disappointment that the extras were not included.
  As a business, we always aim to provide transparent and honest communication with our clients. We want to clarify that our initial contract did not include the extras that you were hoping for. However, we do acknowledge that additional costs were communicated to you before we proceeded with the work.
  We appreciate your feedback, and we take all of our clients' concerns seriously. We are glad that we were able to have a constructive conversation with you and come to a resolution about the additional work that you want to have done. We want to assure you that we will complete that work to your satisfaction in a timely manner.
  Once again, we apologize for any miscommunication and inconvenience this may have caused. We value your business and appreciate your understanding. Please do not hesitate to contact us if you have any further questions or concerns.

  Thank you for choosing Midtown, and we look forward to continuing to work with you.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:03/14/2023

  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.

  My complaint is against MidTown Home Improvement *** ** **** ***** ***** * ***** ******* ** ***** ** ************
  
  I was told by MidTown Home Improvement, the Lee's Summit location, that the window job they agreed to complete would be completed within 6-8 weeks and this time frame will close within 2 days and prior to Friday 03/10/2023 they have not contacted us with a date of installation or to let us know that our windows have been ordered, have been completed (manufactured) or that they are on the way.
  
  When I attempted to cancel this job, I was told then, on Friday 03/10/2023 at that point, that the windows had been manufactured, but not that they were on their way or that they were ready to be installed, nor was a day set up for installation.
  
  Today, when I spoke to the general manager at MidTown Home Improvement I was told that they would have to put a "mechanics lien" on my home if I didn't go through with the project. I feel pressured at this point under the possibility / threat of having a mechanic's lien placed on my home. I'd rather not do business with them at this point due to the lack of communication and information as it pertains to the work we agreed on.
  
  I gave a $200 down payment via credit card at the time of the completion of the sale.

  

  Business Response

  Date: 03/20/2023

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

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

  
  We understand that this is an unusual situation. To provide some
  background, Midtown had contracted with Mr. ******** on 01-19-2023 to install
  custom windows. To ensure accuracy, we scheduled a second measure the following
  week by our production manager.
  However, on 3-13-2023, we were informed that Mr. ******** had
  canceled his financing and wanted to cancel the project. Unfortunately, at this
  point, the windows had already been custom-made and were getting ready to ship.
  After contacting Mr. ********, we explained that according to the
  contract, custom window orders cannot be canceled after the windows are made
  because they cannot be used elsewhere. Although he was unhappy with the
  situation, he understood the damages and agreed to have the project continue.
  We even offered to assist him with reactivating his financing, which he
  accepted.
  The windows are scheduled to arrive at our office next week, which
  is right on schedule as we agreed upon at the time of the contract. At this
  point, Midtown has fulfilled all contractual obligations, and we are committed
  to completing the project on the same timelines we originally agreed to.

  
  We take our relationship with Mr. ******** and our high ratings
  with the BBB very seriously. We believe that based on the facts, this complaint
  should be removed immediately.
  We would much rather finish Mr. ********'s project and do an
  excellent job. However, if he refuses to cooperate, we will have no other
  choice but to turn this matter over to our legal team.
  Once again, thank you for bringing this matter to our attention.
  We appreciate your understanding and support in resolving this matter promptly.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:02/10/2023

  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.

  Two years after installation, the main window started leaking. I called and emailed Midtown Home Improvement in March, 2022, and work men were sent out to repair. The job was not done professionally and once the window covering was removed the small half done window showed over an inch space of caulking from the outside frame to the window. It was apparent that this window was too small and they filled the gap with caulking. I discussed this with *************************, General Manager, March, 2022, who stated he would send someone out to assess it. This never happened. To note, I did mention the window size to the installers initially and he assured me that it was ok.

  

  Business Response

  Date: 02/13/2023

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

  I hope this message finds you well. My name is *************************, and I am the newly appointed General Manager of the ********* Midtown Home Improvements location. I wanted to reach out to you regarding the window issue that you have brought to our attention.
  Please accept my apologies for the delay in resolving this matter. I understand how important it is to have functional windows and I assure you that we are taking this situation seriously. Our window coordinator, ****, will be visiting your location this week to assess the situation and determine the best course of action.
  If it is determined that the window was indeed too small, I can assure you that we will immediately order a replacement for you. Our commitment to customer satisfaction is unwavering, and we will do everything in our power to resolve this issue in a timely and efficient manner.
  If you have any other questions or concerns, please do not hesitate to contact our office at ************. We value your feedback and appreciate your business.
  Thank you for bringing this matter to our attention, and I look forward to resolving this issue as soon as possible.

  Thank you,

  Midtown Home Improvements

  Customer Answer

  Date: 02/21/2023

  I accept the Midtown Home Improvements response and will contact them with the phone number they provided. Thank you.

• Initial Complaint

  Date:01/23/2023

  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 September 14, 2022, Midtown installed multiple windows in my residence. One of the windows was cracked down the middle either during the installation process, or it arrived damaged and was not replaced prior to installation. There are physical signs of damage to the window elsewhere so I assume it was damaged prior to being installed. While the installer was still on site, I notified both Midtown and the salesman, in writing, of this issue. The installer told me the damaged window would be replaced within a week. On September 22, 2022, after the week had passed and the window had not been replaced, I again reached out regarding this issue. At that time i was told "eta is October".
  It is now the end of January 2023, I have paid $13,025 for windows and Midtown refuses to repair or replace the window it either installed damaged, or damaged during the installation. I have allowed 18 weeks for repairs when I was told Midtown needed 1, and there has been no indication it intends to complete the contract by providing an undamaged window.

  

  Business Response

  Date: 02/03/2023

  Dear Mr. *******,

  We are deeply sorry for the delay in addressing the issue with the window that was installed in your residence on September 14th, 2022. We understand that this has caused frustration and inconvenience, and we apologize for that.
  Please be assured that we are taking this matter seriously and are working to schedule the necessary service for you as soon as possible. Our team has procured the replacement sash and is committed to ensuring your satisfaction with the service you receive.
  We understand that our service department has experienced some backlogs due to recent high demand, but we are making every effort to schedule the appointment promptly. Our window department will be in touch with you shortly to coordinate the appointment and resolve this issue.
  Once again, we apologize for any inconvenience caused and assure you that we are dedicated to finding a resolution. If you have any further questions or concerns, please do not hesitate to reach out.

  
  Best regards,

  Midtown Home Improvements

  Customer Answer

  Date: 02/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: this is not the first time i've been told they would get around to replacing the window.  Additionally, last week i contacted the manufacturer directly in an effort to obtain a replacement myself.  At that time, i was told that based on the warranty information stamped on my windows by the manufacturer, my windows were not purchased by Midtown and were not installed in my residence.  The manufacturer's warranty is also apparently in the name of someone called **** whom I have never met.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 02/07/2023

  Dear Mr. *******,
  We would like to extend our sincerest apologies for the inconvenience and frustration you have experienced regarding your window replacement issue. We understand that delays can be frustrating, and are sorry that we have not been able to resolve this matter for you in a timely manner.

  
  We would like to confirm that our service team was in touch with you on February 2, 2023, and has scheduled a service for you on February 27, 2023 to resolve the issue. Our goal is to ensure that you receive the high-quality service and support that you deserve, and we are confident that this scheduled service will help to resolve the issue.

  
  Once again, please accept our apologies for any inconvenience and frustration that this delay may have caused you. If you need any additional assistance or information, please do not hesitate to reach out to us.
  

  Best regards,

  Midtown Home Improvements

• Initial Complaint

  Date:01/19/2023

  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.

  I ordered new front doors. They were scheduled to be installed on 12/1/22. They were missing a part to finish the project and put my old door knob on until they get the part. They came back out on 12/27/22 to finish the job. They ordered the wrong part and left it unfinished again. They have not contacted me since. I would like the job completed.

  

  Business Response

  Date: 02/07/2023

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

  
  We would like to extend our sincerest apologies for an inconvenience that this situation may have caused. We were unable to install the part that was received on December 27th 2022, as it did not meet the necessary specifications for proper fitting.
  Please note that we have taken the necessary steps to reorder the part, and an update was sent to you via email on January 15th, 2023 to inform you of this development. Our team is working diligently to have the part in hand and schedule an installation appointment at the earliest convenience.

  
  Once again, we are deeply sorry for any inconvenience this may have caused and assure you that we are making every effort to rectify the situation as quickly as possible.

  
  Best regards,
  Midtown Home Improvements Inc. 

• Initial Complaint

  Date:01/10/2023

  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 was told by the salesman that midtown would fix a leak and replace my windows and fix the damage caused. The contractors came out with all the materials and after a few days of trying to fix the leak went we don't know call us when you get it fixed. I then proceeded to call multiple people to look at it and then ended up fixing it myself. I repaired all the damage and determined the windows that were going to be installed did not need to be installed. Midtown is now trying to charge me $4000 to install the windows or $3000 to let me keep the windows or charge a $2000+ cancellation fee. When they did not fullfill the contract as presented to me by their sales associate and others I talked to. I simply want them to take their windows and materials and they are now saying I can keep their materials "hostage" and go the legal route or pay them. They state that in the contract there was no obligation to fix a leak even though multiple people including the salesman said they would fix it.

  

  Business Response

  Date: 02/08/2023

  Mr. ******,

  We hope this email finds you well. In response to the recent
  complaint filed by Mr. ******, we would like to provide some additional
  information and context to the situation in order to clear up any
  misunderstandings.
  Firstly, we would like to clarify that Mr. ****** had informed our
  representative of an existing leak around some windows prior to entering into a
  contract with us. Our representative clearly communicated that fixing existing
  leaks was not part of our services and was not included in the contract.
  We take great pride in the quality of our services and the
  expertise of our representatives. In this case, the representative who was contracted for this project is a highly experienced window expert and his wife has
  been a valued member of our team for over 10 years, ordering all of our custom
  thermal windows and doors. We can assure you that he has never misrepresented
  our products or company in any manner.
  Despite this, Mr. ****** kept our windows in his garage for
  several months without paying, due to the unfulfilled request to fix the leak.
  Our installer, who has over 30 years of experience, even offered to source and
  fix the leak for free as a goodwill gesture in an effort to resolve the matter.
  We eventually reached an agreement to install the windows at a reduced price
  and Mr. ****** has since expressed satisfaction with the installation and paid
  in full for the project.
  Given these facts, we
  believe that the matter has been resolved in an amicable and respectful manner,
  and we respectfully request that the complaint be removed from the BBB. Our
  company values its reputation and the trust of our customers, and we are eager
  to resolve this issue as promptly and professionally as possible.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:01/03/2023

  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.

  We expect a full refund of our $500 deposit for these reasons:
  10-7-22 we were unexpectedly solicited, then recommended, to buy a white vinyl fence by salesperson ****** representing Midtown Home Improvement. We were told that work would not begin until our HOA approved the job as stated on "Project Process & HOA Direction" form which reads bolded and underlined: "Midtown cannot start the project until it has been approved by your HOA, please notify us as soon as your project has been approved."
  The total cost is $9,815.00 after discounts provided by ******** manager and with our agreement to enroll in a marketing program with a yard sign, google review, and before/after pictures.
  We agreed and made a downpayment of $500.
  10-17-22 we got an email from ******************* stating they would not start work until HOA approved of the job.
  11-21-22 our HOA denied the job by email because vinyl fencing is not approved.
  11-22-22 ******* *****, the ******** *******, told us that he would issue a full refund of our $500 deposit because the salesperson sold us a fence our HOA would not allow. ******* also referred us to a friend, ****** ** **** *** *******, and provided contact information by text message so we could get the 6 ft wooden privacy fence Midtown could not install. That day ******* said they would cancel the job, issue us a full refund of our $500 deposit, and cancel the loan application.
  1-1-22 we received a letter from Midtown Home Improvement, dated 12-2-22, with a receipt stating "We have received your down payment totaling $500 which has been applied to the cancellation fees involved to cover the cost of the stake survey & measurement fee."
  1-3-22 ******* ***** told me he would not issue our refund as he previously stated, instead he will send the "stake survey we paid for with our $500 deposit" to my wife's email. He said I was being "petty" and called me a "liar" for not posting a positive review after he first told me he would issue the $500 refund.

  

  Business Response

  Date: 02/08/2023

  Mr. ******,

  Due to H.O.A. restrictions, we were unable to proceed with the
  fence installation. We understand that the stake survey is a crucial step in
  securing a permit for the fence, and we conducted one at a cost of $600.
  Unfortunately, your $500 deposit did not cover the full cost of the survey.

  In an effort
  to assist you in your future fence installation, we have offered to send you
  the stake survey so that you have all the necessary information readily
  available. We apologize for any inconvenience this may cause, and are committed
  to resolving this matter promptly. If you have
  any questions or concerns, please don't hesitate to reach out to us.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:12/15/2022

  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 hired this company to install siding. They didn't let us know when they were coming out to do the siding. When we would contact them, it would take weeks for them to contact us. They finally gave us a date to do the siding. The job was completed. They had to remove our gutters to install the siding. I have called them and everyone is out of the country. We need to gutters reattached to the home. They are currently in the yard. I am tired of the lack of customer service.

  

  Business Response

  Date: 02/17/2023

  We hope this email finds you well. Thank you
  for providing your feedback. We are writing in response to the recent complaint
  filed by Mr. ************.We apologize for the experience you had with our company. We
  value your feedback and apologize for the inconvenience and the delay in
  getting back to you in a timely manner.
  We strive to
  provide our customers with the highest level of service and quality. We
  understand that the gutters were not reattached to your home following the
  installation of the siding, and that you had trouble getting in touch with
  someone from our team to address this issue. Please accept our sincere
  apologies for any inconvenience this caused you.
  We are pleased to hear that the installation of your siding and the
  reattachment of your gutters has been completed. We appreciate your
  business and value your feedback.
  Please do
  not hesitate to contact us if you have any further concerns or questions.

  Thank you,

  Midtown Home Improvements

• Initial Complaint

  Date:12/12/2022

  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.

  My husband and I signed an agreement 9/29 for contracted services from Midtown, it's now 12/12 and we have 0 siding on our house and 0 communication. The only portion that has been installed is the fascia, however, our siding has been ripped off. No communication of when the job will be finished from Midtown. Bad service, bad communication, bad company organization.

  

  Business Response

  Date: 02/17/2023

  Thank you for bringing this matter to our attention. We are
  writing in response to the recent complaint filed by Ms *****, and the
  installation of siding on her property. Initially, we had an issue with siding
  availability due to it being a non-stock premium dark color. The entire project
  has now been completed per our agreement, and the client has paid in full. There
  has been an ongoing issue with bubbling in one spot (siding panel). We have
  replaced it four times now and have a call into the ** ** ************* to have
  them review it as well, onsite. We will stay on top of this until our service
  work is fully resolved. Please do not hesitate to reach out to our office if
  you have any questions. We value your feedback and business.

• Initial Complaint

  Date:10/28/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2021, I signed a contract with Midtown Home Improvements to replace old vinyl siding with their vinyl siding. Because of improper installation, on several occasions, the siding has separated from my house and just been hanging loose exposing the insulation beneath. Even though the siding was reattached, the panels that came loose are now warped and need to be replaced. I paid $22,000 for this top of the line siding that has a ten year labor warranty and expected it to last at least as long as my previous siding of 30 years. Ive never had issues like this before. The company (Midtown Home Improvement) will not return my calls. *** called almost daily hoping they will honor their warranty and promises just to get rid of me but to no avail. I am trying to sell my house and this is having a detrimental effect. I just want what I paid for, an allegedly quality product backed by a warranty and promises of great customer service. I hope you can help me resolve this issue in a timely manner. This current problem happened the first week of October 2022.

  

  Business Response

  Date: 11/04/2022

  We apologize for the the experience this far.  Not sure how this siding has come loose.   New materials have been ordered and should be received in next two weeks.  We have communicated whats going on with the project to our client.  As soon as the materials are delivered we will schedule and solve this issue ASAP.  Again,  we apologize for the experience so far and it will get corrected as soon as we receive the materials.

  Customer Answer

  Date: 11/04/2022

  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. However, if midtown had bothered to return any of my calls and advise me of their alleged intentions, I would not have had to file the complaint at all. As of this date, I still have not received any phone calls from the business. I await their fixing my siding.
  
  Sincerely,
  
  ***********************