Complaints

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:03/27/2025

  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 hired Murphy Home Improvement (MHI) December 2021 to install all new windows in my home. The crew that was sent claimed they were trained by *****. The installation was horrific (pictures attached). When I questioned them if they were done with the project I was told by the crew they were not finished and would wrap up the next day. See pictures of “completed project”
  Contacted MHI and sent several pictures. He hired a new crew to “fix” the windows. September 2024 still dealing with unresolved window issues.
  List of issues as best I can recall:
  1. New sliding door to deck patio: Could take a pencil from inside the house and push it through a hole where the pencil would land outside my house without opening the door.
  2. Several windows would not open/close. New crew had to reinstall 2 windows because they were not level.
  3. Window had caulk all over it and would not wipe clean. New window was installed.
  4. Same window that was replaced due to caulking began to leak and we had to tear out the drywall in our basement. Tom Murphy came out to inspect the leak and proceeded to tell me there was “nothing wrong with the window and that my siding was installed incorrectly” and turned and just walked away from me. My home was 23 years old and we never had an issue with our windows leaking until the new windows were installed. MHI fixed the window. Did not pay for the basement leak damage.
  5. Draft coming through the window. Was identified by sales rep that he could see the hole when I called about the cold draft. Not yet resolved.
  6. Another window now leaking and damage to the windowsill and wood/drywall around the window. Called MHI and was told they would come to the house when the ‘we are in the neighborhood’. They called 2 times and I was not able to be home. Called again. Still no response. Initial call to MHI was in July 2024.
  7. Window in laundry room needs to be looked. The entire window moves when in locked position. Not yet resolved.

  Business Response

  Date: 04/02/2025

  We tried several times over the summer of 2024 to come to the Customers house and address her issues, My last correspondence was at the end of August and I told her when she was available to let us know and would do our best to work at her convenience.  Did not receive a phone call or any other correspondence until the complaint.  Our Installers went to her home today 4/2/25 first thing this morning.  The walked the house with ******** and fixed what they could at this time.  They said that they will have to come back and adjust two windows and we have ordered parts to fix two others.  Hopefully with the storms that are coming there will be not more issues.  We will know for sure by the beginning of the week if all of the leaks are under control.  As soon as the parts come in, I will call and schedule a time for our installers to return and make necessary repairs.  

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  To clarify I have attached is the phone log of the times I contacted Murphy Home Improvement.  I returned the phone call from August and was told I’d be contacted when they were “in the neighborhood”.  I called again in October and again in November and still was no appointment. I do not appreciate how Murphy is making this seem like it is my fault they did not get the windows fixed.
   Murphy did come 4/2/25 and fixed the leaking window.  I will not resolve this complaint until all windows have been fixed and compensation for the hassle, the labor and materials I had to spend to fix the basement leak and the computer room leak as well as the 4 years the windows in my living room have not been “energy efficient” due to the poor installation and gaps in the windows to the outside. 
  
  
  
  
  Regards,
  
  
  
  ******** *********
  
  

  Business Response

  Date: 04/08/2025

  We have been to the house and to my knowledge the windows that were leaking have been fixed (I have not heard anything since we have had all the rain).  There are still 2 windows that need to be adjusted and we are waiting 2 glider plates to be shipped to us.  As soon as we receive them I will set up another appointment with the Homeowner to come and fix. 

   

  Thank you

   

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I do not wish to close the report until all windows have been fixed.  I have also heard no response about compensation for hassle/cost inefficiency/damage repairs 

  
  
  
  Regards,
  
  
  
  ******** *********
  
  

  Business Response

  Date: 04/30/2025

  We have parts on order. They are tentatively being shipped to us on May 8th. Once we receive the parts we will call to set up a service time.

  Customer Answer

  Date: 05/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection

   

  I do not wish to close the report until all windows have been fixed.  I have also heard no response about compensation for hassle/cost inefficiency/damage repairs 

  Regards,
  
  
  
  ******** *********
  
  

  Business Response

  Date: 05/27/2025

  All of the service issues have been repaired.

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are 

  compensation for cost and hassle for water damage repairs  

  pictures attached   Basement was repaired by homeowners expense and labor. Office damage is not repaired  

  
  
  Regards,
  
  
  
  ******** *********
  
  

  Business Response

  Date: 06/16/2025

  All repair services were completed. We were unaware that the drywall needed repair. If there was drywall damage we would have fixed the damage. Homeowners never asked is to fix the drywall or ever told us a cost to fix it. 

  For any inconvenience the homeowner can stop at our office for a $50 ******* gift card.

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are 

  again that is not true  Tom was at our home in the basement with the wall torn out due to the leaking window  in our bathroom 

  also we still have damage from the front window which has not been repaired  

  
  
  
  
  Regards,
  
  
  
  ******** *********
  
  

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i hired Murphy Home Improvement to remove previous screening and install new screening on my deck and also two screen doors. The work was completed on and paid in full in the amount of $8,010.00 on December 8, 2022.
  
  There is no issue with the two screen doors.
  
  The screening used for the screen deck is an inferior product. There is a total of 14 panels of screening on my deck. The work on my deck is only 9 months old and I need to replace 8 panels of screening because of holes and dents in the screening. Each panel will cost me $150 to replace.
  
  My previous screened deck was over 30 years old and I had no issue with holes or dents.
  
  What i want is to have the screening replaced with the same type of screening used in windows and in the screen doors that were installed.
  
  I contacted Murphy Home Improvement and Tom Murphy came to my house and inspected the deck. Tom said that he would contact ********* Screening and would get back to me. That was over two weeks ago and I have not heard anything from him.
  
  Thank you

  Business Response

  Date: 08/30/2023

  The screen room that **** ******* purchased was manufactured locally by ********* ********* ******** ********.

  ********* has been manufacturing these screen rooms for over 25 years. Murphy Home Improvement has been installing the same screen room for over 25 years. The screen room was installed by Gill F******** who has been installing screen rooms for over 25 years. After the room was newly installed **** ******* complained that some of the screen panels were wavy. *** ****** who is a sales rep for ********* meet with **** ******* and agreed to change four screen panels to make her happy. The screen rooms are built with an aluminum screen material that is much stronger than a typical fiberglass window screen. If a bird would fly into a fiberglass mesh screen it would do a lot of damage. The aluminum screen could dent from a bird, but very rarely would it ever puncture. *** ****** made a third trip to see if the new screen panels were ok. At that time **** ******* asked *** ****** if she was being too picky and he basically told her she was. 

  I, Tom Murphy received another call from **** ******* and she told us that she had holes in her screens. I went to her home to do an inspection of what she thought were holes in her screens. The only hole she had in her screens was from a lamp that fell over and damaged one screen panel. The holes that she pointed out was where the aluminum screen itself had one vertical mesh that was not perfectly straight. I fixed those with my fingernail. There is nothing wrong with the current screen material. **** ******* asked me if she was being too picky and I did not have enough nerve to tell her yes.

  The only thing that needs to be fixed is to replace the one screen panel that is a bad from the fallen lamp. Even though that is not our responsibility I will change that panel at no charge if she would like us to do that.

   

  Thanks, Tom Murphy

   

   

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *******
  

  Customer Answer

  Date: 09/18/2023

  Claim #********
  
  I am rejecting the response from Murphy Home Improvement in regard to my screened in deck that they installed.
  
  It is true that a lamp fell and damaged the screen after a wind storm.  I did not call Murphy Home Improvement and expect them to replace the screen.  I called Gill and he replaced the screen at my expense of $150.  Gil used the same material that was originally installed.  I now have another hole in that same screen.  I have no furniture, lamps, etc. near the screening to have caused this damage.  
  
  There are multiple holes, dents,etc. on the entire screened in deck.  The material used for the screening is an inferior product which needs to be replaced.  
  
  Attached are just two examples of holes in my screening.
  
  Inline image
  Inline image
  

  Thank you,
  
  ***** *******
  *******************
  ###-###-####
  Sent from ***** Mail for iPad

  Business Response

  Date: 09/27/2023

  The homeowner has attached two new pictures of holes in her screens. These holes were not there when the room was installed or when I was at the home two months ago. The one hole was done by some small round object. Those holes can be feathered back to eliminate the small hole. I will make another stop to here home to feather the screens back to original as best as I can. The screens are not warranted against damage from another object.

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *******

  i do not accept Murphy’s Home Improvement’s response.  Mr. Murphy did come to my house once before and nothing was done.  He said he would call me after he spoke to ********* Building Supply.  I never received a response from Mr. Murphy.  I called the office and left a message for him to call me, which he never called.  Why would I think this would be any different this time if he came to my house.

  In the contract that I signed for the installation it states “All products installed will be serviced free of charge for a period of two (2) years from the date of installation.”  

  The way to resolve this for all of the screening to be replaced with the same screening that is installed on window screens and the screen doors that were installed on the deck.  The screening material that was installed on my deck is an inferior product that should be replaced.

   

   

   

   

   

• Initial Complaint

  Date:11/02/2022

  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 signed with Murphy in 2019. (siding and window trim.) They were Great at the start.
  
  Fast forward to 2022. We had leaks with the work they did in 2019 in multiple areas. Several attempts were made to fix things later on site and they kept using the same caulk for the same more serious repairs that would still leak later on. They did not want to spend the time or money to fix the mistakes correctly. They finally did after a few years of hounding them. They will leave you if you do not know what is being done.
  
  Murphy are firm believers in using caulk for all repairs no matter how big or small the fix is. They do not want to pay for their mistakes or admit to them. No company is perfect. If you want something done after they leave then you have to be on top of them or the will not fix it correctly or not reply to you at all. We were on top of them as they tried this on us.
  
  Meanwhile the secretary that sits behind the desk that has never been to a job site sends you invoices that don't make sense and never has a good response for that invoice.
  
  Moving forward yes they fixed things after hounding them for 3 years. We also supplied some of our own material and labor.
  
  Fast to make a sale and then leave the scene. Glad we had good people on our side to bring our their true colors.
  
  Next time we will call ********.

  Business Response

  Date: 11/11/2022

  We installed siding for *** ***** in August of 2019. Roughly six months later a small leak was discovered on the front of the house. The homeowners built the front porch roof structure themselves. Another company installed a new roof. With a typical vinyl siding installation there should not be any leaks. I, Tom Murphy owner of Murphy Home Improvement went out to inspect the area of the leak. There were two second floor windows on the house that seemed to be the area where the water was leaking. The term leaking might be an over-statement, it basically was a few drops that would show up on the siding and below the porch ceiling. The leak would appear after a heavy blowing rain. I cleaned out the weep holes on the existing windows and installed some additional sealant along the bottom of the windows. Then a time period went by and the ****** discovered the leaks were still there. Our next step was to go out and remove the aluminum sills that we installed. Unfortunately, at that time with the pandemic that particular color of aluminum coil that we needed to try to repair was not being made. When we finally received new coil material, we sent out two workers to remove the existing aluminum sills to see behind them where the leak might be happening. The homeowner's father-in-law was there to help out and investigate. He is a very knowledgeable man in the building world. He removed the cap sill on their Gilkey vinyl windows. They discovered that there were more weep holes that were clogged and that there was a crack in one of the vinyl window corners that was causing the leak. Our installer sealed the crack with silicone sealant and then installed new aluminum trim on the window sills. We had some other home owners issues and concerns about the original installation and we took care of those at that time.
  I was under the understanding that the leak was not caused by anything that we did. We made three trips to attempt to find the leak and finally we did.
  We charged for one hour of work for each man at $75 per hour and did not charge for any aluminum trim work or caulking.
  If the homeowners feel that the extra work that we did was not justified or that the crack in the window was our fault then I guess they cannot make payment if that's going to make them happy.

  
  Tom Murphy
  NARI Certified Remodeling Specialist
  National Association of the Remodeling Industry
  6571 Glenway Ave. Cincinnati Oh 45211
  ###-###-####

  Customer Answer

  Date: 11/11/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does resolve my complaint to some degree.  No further action is needed.  
  
  
  Regards,
  
  
  
  *** *****
  

• Initial Complaint

  Date:08/05/2022

  Type:Delivery 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 July 2, 2021, we ordered 15 *** *** windows from Murphy Home Improvement. They have done work for us in the past and we were happy with the ****** Windows that had been installed.
  In November of 2021, the week before Thanksgiving, Murphy delivered our new windows, and we made a $4000 deposit. One man was assigned to put in our 15 windows which surprised us. In the past two men did the job. This man, I think his name was Rick, was in a huge hurry to get the job done. And as a consequence of this rushing, some of the windows were installed badly. They seem to be warped and we have trouble closing and locking them. And some windows are not caulked properly. We have contacted Tom Murphy several times about the window problems. We were promised that they would be fixed or replaced during the first week of April 2022. (Final payment for $9300 was made on December 1.) But nothing has happened. We contacted the manufacturer, *** ***, asking for their help. They tried to get Murphy Home Improvement to respond to us, but nothing has happened. The last time we spoke with *** ***, they said there is nothing more they can do.
  
  We are extremely disappointed our dealings with this company. Please help us get our windows fixed!

  Business Response

  Date: 08/11/2022

  Per phone call from the customer to our office, Tom Murphy went out to *** ******** home to address the issues he was having with his windows and added a service call for him in our system. This service call was mistakenly marked as completed in our system. *** ****** called ****** to address these window issues and ****** is the company that manufactures these windows, but they do not service them by request of the customer.  We have contacted *** ****** and set up a service call for Monday August 22nd.  We will be sending our window installers to address all issues this customer is having. *** ****** was unable to send pictures of the issues and preferred that we send someone out for us to document and address all issues.