ComplaintsforMidtown Home Improvements Inc.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue is with trying to get warranty work replacement boards for our deck that was installed in2018 or 2019. The pvc boards are peeling and discoloring. The deck has been paid off for about a year and half. The earliest phone call I can find on my phone is April 30. On May 6, Aug 7 and Sept 26 I contacted Midtown. They called me on May 7 and Aug 7. When I do talk to a person, I'm told that they no longer work there and that the new person will have to research what the other person did. During one of these calls, I talked with the **** who is the top guy.The first ******** service rep **** ******) had me send pictures to her personal phone. Most of our communications were through email or text. On May 23 in an email ***," thanks me for my patience and waiting on manufacturer to see if they are covering boards under warranty." Then on June 3 another email from ***, still putting the blames on delay on manufacturer. According to emails Re: Sharp *****.

  

  Business response

  10/25/2024

  We apologize for the issues you're experiencing with your Zuri deck. The flooring comes with a lifetime warranty from the manufacturer, so they will replace any faulty boards for you. Please note that the process of submitting a warranty claim and receiving the credit voucher from the manufacturer can be somewhat lengthy, but well do our best to expedite it.
  Since you, as the customer, need to submit the warranty claim to Zuri, please reach out to Nici or **** ******** at our office if you havent already done so or if you werent informed of the process. They will guide you through the steps to ensure this is addressed as quickly as possible.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the business to install a fence on our property, I paid them $2270.00 on 7/23/24 the fence was never installed, they never return my calls. When I finally got a hold of someone in the office, I was told ***** had left but that was untrue because I had just got off the phone with him. They have been giving me the run a round, at this point I would just my refund of $2270.00.

  

  Business response

  10/21/2024

  The client's refund is scheduled to be processed on 11/6/24, as our refund process typically takes four weeks. The client spoke with the general manager on 10/9/24 to request a cancellation, at which time we informed them that their refund would be issued within four weeks.
  The project was initially sent to our production department on 7/30/24. Midtown measured the site on 8/9/24, and we completed the final drawing on 8/12/24, submitting it for both permit and *** approval. Unfortunately, the client's *** denied the height of the proposed fence. We then initiated a change order to adjust the fence to a shorter style, but this was also denied by the ***.
  After further efforts, we finally received what style the *** needs. Despite our efforts, the client has expressed dissatisfaction, claiming that no progress has been made and requesting a cancellation. However, Midtown has taken every possible step to complete the project in a timely manner.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Midtown Home Improvements solicited at our home and requested to have a sales person give us a bid on replacement of our front porch. At the time we were only interested in replacing the floor and stair treads. A sales person came out on April 25th and sold us on the idea of replacing the porch. He pushed the idea of no maintenance materials to enable us to "age in place." We explained to him and it was his understanding that this was contingent on keeping our porch rail design which is a signature of our home builder. The sales person warranted that we would be refunded our deposit IN FULL if that was not possible. Reusing the existing porch railing stencil was specified in our agreement. The salesperson asked and was given a check for 1/3 deposit $16,660. Months passed and finally on June 27th the salesperson returned with a production manager and it was clear that the terms of the original agreement could not be met with out making significant changes to the porch and the stencil could not be incorporated into the design. The contract was cancelled and the sales person stated, as originally agreed, that we would be refunded in full $16,660 within one to two weeks. After three weeks, I called about the refund of our deposit and was told that we would receive our refund in another two weeks. We finally received our refund check in the mail on July 31st. The check was in the amount of $16,360 which was $300 short. I contacted Midtown for an accounting/receipt of the $300 charge and finally received a telephone call from **** ******** who said it was for an "admin" fee. When I challenged him on this as an unfair business practice, he agreed to expedite the return the $300. I also advised him that the sales persons approach was predatory toward seniors. As of today, we have not received the $300.

  

  Business response

  09/17/2024

  We would like to confirm that no predatory practices occurred during this appointment. Midtown designed a beautiful deck project for the client on April 25, 2024. The project was handed over to our production department on May 1. Our measure technician visited the site on May 16 to re-measure the project. Over the following weeks, we explored various options to incorporate the client's desired handrail stencil.
  In June, one of our senior production managers, along with the original sales representative, revisited the site to find a viable solution. Unfortunately, we were unable to reach an agreement with the client, leading us to cancel the project and issue a refund.
  The $300 retained was allocated for the measure fee and administrative costs associated with the project. This amount was significantly less than the time and resources we invested in the project. The client did express concerns about the retained fee and threatened to file a BBB complaint and disparage our company to neighbors unless we refunded the $300. In response to this, our General Manager, ****, agreed to process a refund of the $300. This refund is currently being processed and will be issued to the customer.

  Customer response

  09/18/2024

  The response from the business with regard to the events involved with this complaint are not accurate. First, April 25th we were provided with a Description of Deck Work which I provided with the complaint.  It is not in anyway a "beautiful design" as described by the business.  We received absolutely no sketches or plans or progress of work or anything of value from Midtown.  We cancelled the contract on June 27th when finally Midtown could not incorporate the porch railing design but also had to make significant changes to the footprint of the project destroying our side walk and landscaping. We were told (recorded on our Ring camera) that we would be refunded in full within 1-2 weeks.  After a month, we called about non receipt the refund of our 1/3 deposit $16,660 and were told it would arrive in another 1-2 weeks.  When it arrived and was $300 short, I asked or an itemized accounting of the $300. After several days, I heard from "****" on August 3d who advised it was a admin fee with no specific accounting. I told him it is an unfair business practice and I would be reporting this to the Better Business Bureau and advising my homeowners association that we would not be proceeding with Midtown.  **** offered to refund the $300 if, and only if, I did not write a bad review on ****** or Yelp or contact the BBB.  This is totally different than what the business states in their response to this complaint to the BBB. The business states that they are processing the $300 refund NOW, although **** assured me he was expediting the $300 refund on August 3rd.  I'm afraid if I accept the business reply to this complaint now, I will never see the $300. May I wait until I receive the refund to close this matter?

  Customer response

  09/25/2024

  I sent this response to the BBB on September 18th with regard to the response from the business:

  "The response from the business with regard to the events involved with this complaint are not accurate. First, April 25th we were provided with a Description of Deck Work which I provided with the complaint.  It is not in anyway a "beautiful design" as described by the business.  We received absolutely no sketches or plans or progress of work or anything of value from Midtown.  We cancelled the contract on June 27th when finally Midtown could not incorporate the porch railing design but also had to make significant changes to the footprint of the project destroying our side walk and landscaping. We were told (recorded on our Ring camera) that we would be refunded in full within 1-2 weeks.  After a month, we called about non receipt the refund of our 1/3 deposit $16,660 and were told it would arrive in another 1-2 weeks.  When it arrived and was $300 short, I asked or an itemized accounting of the $300. After several days, I heard from "****" on August 3d who advised it was a admin fee with no specific accounting. I told him it is an unfair business practice and I would be reporting this to the Better Business Bureau and advising my homeowners association that we would not be proceeding with Midtown.  **** offered to refund the $300 if, and only if, I did not write a bad review on ****** or Yelp or contact the BBB.  This is totally different than what the business states in their response to this complaint to the BBB. The business states that they are processing the $300 refund NOW, although **** assured me he was expediting the $300 refund on August 3rd.  I'm afraid if I accept the business reply to this complaint now, I will never see the $300. May I wait until I receive the refund to close this matter?"

   

  To date we have not received a refund of $300 as promised by Midtown Home Improvements. 

  

  Business response

  09/30/2024

  Check has been put in the mail dated 9/27/2024. 

  Customer response

  10/02/2024

  Better Business Bureau:
  
  We finally received a check today for $300 representing the remaining amount of our deposit with regard to complaint ID ********.

  We are confident that we would not have received the return of our deposit from Midtown Home Improvements in the absence of the assistance of the Better Business Bureau.  Thank you for assisting us with this matter.

  ***** *****

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early last year I contacted Midtown for some repairs on my deck they installed. I spoke with ******* and she took my data. Didn't hear back for awhile, called again. Got the same run around that it will be looked into and I would receive a call back. Waited a couple of weeks, no reply. I called back and they had no record of what's wrong. I then sent pictures by email to ******* per her request. Still took 2 months for them to come out and replace a couple of side boards and a light. The major repair "floor planks were warping and causing a tripping hazard" still not addressed. They would send out one guy to look at it, and then another to look at it. Oh well we need someone else who deals with this type of issue to look at it. Really you couldn't of done that in the first place? About 7 months had passed and finally a guy came out and said yeah you have a problem alright. Nailed some boards under the deck to pull down the boards and said will be back in a month. Still waiting, been over 3 months. I am paying alot of money to have a defective deck. There communication skills are not working, play a passing game with your information. This company is eager to get your business then throw you to the curb. I need my deck fixed and there should be compensation for not being able to use my deck with warped boards. I wouldn't recommend them to anyone.

  

  Business response

  09/16/2024

  I spoke with the client today, 9/16/24, regarding some confusion about the service we provided. We replaced cracked material and also addressed the warping of the floor joists beneath the deck. The surface flooring was warping due to the underlying wood being warped. To resolve this, we reinforced the warped joists by adding additional support. This method typically corrects surface warping, and in this case, it was effective.
  The client initially believed that all the joists needed to be replaced, but it's important to note that wood naturally expands and contracts with temperature changes, which can occasionally cause issues like this. However, we have implemented a solution-focused service, and as of today, there is no warping of the deck boards. We have confirmed this with the client. 

   

  Sincerely, Midtown Home Improvements

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a fence installed in 2020, when design and construction was started it was to be property line to property line. Once construction was started the team worked quickly and efficiently to put up fence, I was not there and when I returned home the person there told me that they had to make changes to design. Due to a sewer cover causing a deflection of fence line into neighbor's yard which I was told would require city approval and property assessment to move into neighbor's yard. Then I was supposed to get a gate which was forgotten but Midtown refunded me for not getting the gate. Now my HOA has come after my fence design not being to the specification that was designed by Midtown, so now I have to get the fence changed or get fined by HOA. So, I reached out to Midtown, and I was given an email to someone who would be able to help. I have sent emails and have made calls, only to be told that they are behind due to backed up work. But no return calls and returned emails, I have come to write a complaint. All I need is to have the fence moved or corrected per HOA complaint and have sewer incorporated into my yard.If anything, I am looking to have a modification or quote to have fence repaired.

  

  Business response

  09/13/2024

  We apologize for any inconvenience this may have caused. It's been an exceptionally busy year for us, and we are actively working to hire more personnel to better accommodate our clients' needs. Rest assured, someone from our service department will be in touch with you shortly to discuss whats needed to relocate the fence.  

   

  Sincerely, Midtown Home Improvements 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract on 7/16/2024, for a Deck and Sliding Glass door. The salesman looked at my door and said this is a custom door and will need to be special ordered. The total for a 12x14 deck and a standard door was $53,413. There were discounts if I signed same day, bringing the total to $42,330. The salesman went through all the bells and whistles. Failed to mention the 3 day rescission period on the contract. I signed and gave a $2000 deposit. I was unable to secure the funds and cancelled, via their portal, on 9/1/24. Deck was scheduled for October, no specific date provided and door would be installed once the deck was complete. The ** returned my call stating they had a contract and they would be installing a deck and door but could make adjustments to the deck to lower the price. I advised I do not have the funds at this time. I take full responsibility for thinking I could get the funds and offered (at that time) for them to keep the deposit. Lots of back and forth but GM &#**;kindly&#**; advised they would let me out of the contract for the deck but not the door. I contacted the builder of my home (**************) and was advised this is not a custom door. Standard 72x80. I have asked for proof the door was ordered and that the supplier would not stop the order. Nothing yet received. I asked the ** to use the door for another project and he said not possible. I live in a cookie cutter subdivision and there are no special measurements on my door. I advised the ** that I did not appreciate being lied to and taken advantage of as a single woman. This was theft by deception by telling me I had to get a custom built door. Shame on me for not doing more research until after the fact and willing to lose the $2000 for my stupidity. ** is forcing me to get the door at a lower price of $6500. I still can&#**;t afford it. I am asking that they take the $2000 and call it a day.

  

  Business response

  09/06/2024

  ******* signed a contract on July 16, 2024, for the installation of a new deck and a door, with a total contract value of $37,389. We are unclear as to where the $42,330 figure she mentioned originated from. Since the contract date, Midtown has hired a survey company to verify the propertys plot lines, sent measure technicians to her home to re-measure the deck, created detailed to-scale drawings, gathered the necessary paperwork for a deck permit, paid for the permit, and ordered all decking materials.
  In addition, we sent out another technician to measure the door, and we placed the order for the door a month ago. At this time, the client is in breach of our contract. While she has stated that she no longer has the funds, we already have her approved for financing for the entire project.
  Our General Manager has made every effort to accommodate the client, including offering to eliminate the deck portion of the contract despite the significant time and money spent on permits, drawings, surveys, and other preparations. However, the client has responded with threats of legal action and has been disrespectful throughout the process.
  Unfortunately, we are unable to cancel the door portion of the contract, as the order has already been placed with our manufacturer. Since all of our doors are custom-made and not stock items, once an order is placed, it cannot be canceled. The client was not misledeverything we sell is special order, and we do not offer builder-grade products like those found at ***********
  We have made every possible effort to resolve this situation amicably. As stated, we must proceed with installing the door. Additionally, we offered a discounted price for the door and have absorbed the costs associated with the deck preparation within this reduced price.
  At this point, we will not be able to cancel the door portion of the contract.

  Customer response

  09/13/2024

  Complaint: 22248601
  
  I have reviewed the business' response and am rejecting it because:

  I have attached a copy of the estimate provided to me from the sales guy that was in my home. They said they do not know where I came up with the $42,330 figure (in their response) and it is right here in their estimate. (deck $33,830 & door $8,500). They have allowed me to cancel the deck and to be clear, they did not absorb any cost for anyone coming out for drawings or the permit and the survey. They have $2000.00 of my money that will cover those cost plus extra. I can not be more clear that  I cannot afford, even a $6500 door. I am a single mother and thought I could use my line of credit, but found out, I cannot afford that payment.  They want me to finance through them. Still a payment that I would not be able to afford, nor would I want to finance through this company.  I am begging this company to do the right thing, and use the door for another project. It is possible as I have been told by other people in their line of business. I firmly believe the salesman took advantage of my being a single woman by looking at the door and stating, that will have to be a custom order. He did NOT say, we custom order all of our doors. He led me to believe that my door will not accept a standard door. (according to the builder of my home, the door is standard, 72x80...no special order required, which means, the door they have, 71.5x79.75, will fit another standard door opening). Telling me it HAS to be custom ordered is a false statement. You cannot squeeze blood from a turnip - I do not have $6500. Again, begging the company to relieve me of this, keep the $2000 deposit, which is a hardship in itself to let it go. At this point, I am fearful of this company and do not want them on my property and do not want them inside my home.
  
  Sincerely,
  
  ******* *****

  

  Business response

  09/23/2024

  Ms. ***************** picture you provided is a copy of the original estimate.The top figure represents our MSRP, which is a one-year guarantee on pricing.This is not an amount we would ever charge a customer. The $42,330 was a ****** price guarantee provided to you for the estimate. During our meeting at your home, we agreed on a total price of $37,389 for both the deck and the door,which was finalized in the contract on 7/16/24.
  Since then, Midtown has worked diligently to obtain all necessary drawings, permits, and materials for the completion of your project.We always strive to accommodate our customers to the best of our ability, and in this case, we were even willing to cancel part of your project to ease the process for you. Unfortunately, your request to cancel came after we had already placed the order for your door.
  However, we have been more than willing to work with you. We reduced the cost of the door to $6,500, which includes Midtown absorbing the costs for remeasurement, drawings, permits, and survey fees. Your initial down payment of $2,000 would go toward the door, leaving a remaining balance of $4,500. Additionally, youve been fully approved for a 6-month SAC promotion,after which monthly payments would begin if not paid in full within the 6 months.
  
  We believe weve been very accommodating throughout this process and look forward to hearing from you.

  Customer response

  09/28/2024

  Complaint: 22248601
  
  I have reviewed the business' response and am rejecting it because:  I need to know, that by accepting this as a "resolution", does this mean that my complaint does not affect Midtown's BBB rating? I'm still disgruntled with this company and others should be warned of their sales tactics and customer service. This includes, the salesman lingering for three hours in my home, until the contract was signed. Not advising a potential client, that ALL doors are custom made. No mention of the three day recession. Also, the salesman didn't mention anything about a portal which provides all updates. I didn't find out about the portal until a strange man was outside my home one day and I had no idea why. He said it was scheduled in the portal. I had no idea what he was talking about. How about if you're going to schedule something, you first ensure that it works out for the homeowner. The nice man explained all this to me once he was in my home. However, I didn't like being caught off guard. The. scheduled date should work out for both parties. You don't just show up. All around, this seems to be an nefarious company and I have heard as much, the more I speak with others who are familiar with Midtown. I found a whole community with unfavorable things to say about this company. They boast about their BBB rating which, I have found to be very misleading. They have an A+ rating with complaints a mile long. This makes no sense to me. Shame on me for not doing my homework and taking the sales guy at his word.
  
  Before I agree to a resolution, I'd like to ensure the following:

  1) An exact day and time, (in October, 2024 per the contract) that the door  and wood frame will be installed and by how many people? I need to ensure I am not home alone, since I have already advised that I am fearful of this company being in my home. I need confirmation this will be a one day project. Estimated how many hours?
  

  2) I need confirmation that the full payment of $4,500 will not be due until April 2025. I was advised by their sales guy that there are no monthly payments, just one lump sum payment in the sixth month after installation. I qualified for this option and I need to ensure there are no loopholes. If there are loopholes that will be to my detriment, tell me now. I will not be paying interest to Midtown!
  

  3) I need confirmation that the wood/frame around the door will be replaced. Per the sales guy stating the door and frame around the door would all be brand new. The wood/frame around the door is bowed/damaged and the reason for a new door.

  4) I need to know what kind of warranty their products and work have? My concern now is retaliation, for my complaint, by doing substandard work and leaving me with no recourse.
  

  5) I need all of this information in their BBB response to this complaint. If they are unable to keep the October, 2024 appointment, per the contract, then I want the installation cancelled. If they are unable to provide me all the information I require, then I want the installation cancelled.
  
  Sincerely,
  
  ******* *****

  Customer response

  09/30/2024

  Did you send my last response to the business or do I need to contact them directly?

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We agreed to hire (under contract)Midtown Home Improvements (**********,**) to complete a deck and fencing project at our residence located at *********************************************************************************************. The total price for both jobs was $37,495.00 and (7/10/2020). The deck and the fence were installed and came complete with the IRON CLAD lifetime guarantee for craftmanship and materials. I have had some fencing issues, or deck lights go out, and even though the response is slow, they have stood by their word and fixed the issues as they arise.Lately however, we have had several composite PVC (Zuri) decking boards crack and to date they have not been repaired and we are getting the run around from Midtown Home Improvements. I filed a claim with Midtown on 4/22/24 and the deck is still broken. I followed up again on 5/2/24, 6/17/24, and 7/1/24. Crickets!! Nothing!! No response at all Finally on 7/31/24 I got an email back from Midtown employee ********************* and she advised me that I would need to file my own claim through WESTLAKE ROYAL BUILDING PRODUCTS. Apparently they manufacture the ****** PVC decking that we purchased. The real kicker is that when the Midtown sales agent sold us the deck and fence he lied to us and claimed that Midtown Home Improvements makes their own custom products at their own facility... LIES!!This company has poor management which leads to tremendous staff turnover, and this affects the paying customer. I would love to have our deck properly repaired so that it doesn't turn into a safety issue. The deck alone was $32,000 USD and I feel that they should keep their end of the contract.Thank you

  

  Business response

  09/10/2024

  Midtown offers an extensive 5-year labor warranty on all projects, which covers any issues related to craftsmanship. However, this warranty does not extend to product defects. The manufacturers we work with provide lifetime warranties on their products. In this case, the issue the client is experiencing is a product defect and not a result of poor workmanship.
  We have received the material voucher from the manufacturer and will schedule the client for service as soon as possible. The client was not misled; while we fabricate our own handrails in-house, we do not manufacture the decking product.
  We apologize for any inconvenience and assure the client that we have always honored our warranties, which we intend to do in this instance as well. While the process of receiving materials from manufacturers can take some time, we are doing our best to expedite it.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Midtown installed a patio cover. When they were first installing I noticed they were not using the plan they had told me was approved by st *******. They submitted a revised plan to match what they were doing. After the first heavy rain we see the cover leaks along one side attached to the house where they removed the guttering to attach the cover. I have contacted them several times in the past month or more about getting someone here to correct the problem. They have not returned my calls or message post. It seems now that they have been paid this is not a priority or they are hoping I will stop calling. Please help me get them to take action.

  

  Business response

  08/19/2024

  Dear ***************,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience youve experienced and if it seemed that your issues were not resolved promptly. According to our records, we received your service request on August 9th, 2024. Due to high demand, our service department is currently booked 4-6 weeks in advance. Please know that we are actively working to reduce this turnaround time to better serve our customers.
  We understand your frustration with our customer portal. Previously, the system required customers to call in for service requests as the portal didnt allow direct messaging. Weve received similar feedback and are pleased to inform you that we have updated the portal to enable direct service requests via message.
  Thank you for your valuable feedback, which helps us to improve our services. It appears that our team visited last week to service your patio cover and address the leak. If theres anything else you need, please dont hesitate to contact us.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted company in 2020 to replace deck. This process resulted in a complaint to the BBB in order for them to finish the project in a timely manner.Since project as been completed, the undecking continues to leak when it rains. A couple of years ago they attempted to fix it, but it still leaks. Notified them in Aug/Sept 2023 that it was still leaking with a follow up Email Sept. Replies that they received the email and will discuss with there project manager.I have heard nothing since that time and the Underdecking is still leaking which I think is now affecting the lights. Any help would be appreciated.

  

  Business response

  08/07/2024

  Thank you for reaching out to us.  It seems there was a leak which was fixed at one point and now is leaking again.  We will contact client immediately to schedule a time to address this issue.  We will evaluate where it's leaking and make arrangements to remedy this issue as soon as possible.

  Customer response

  08/08/2024

  Complaint: 22077763
  
  I have reviewed the business' response and am rejecting it because:  I have heard all of this before from them.  Nobody reaches out and nothing gets done.  This is what I have been dealing with over the last 6-12 months. 
  
  
  
  Sincerely,
  
  *****************

  

  Business response

  08/14/2024

  As stated previously, we are coming back to the customer's home to service the issue. We will have the service completed by the end of this month. We have already serviced this previously, there is no reason to believe we will not service this again. 

  Sincerely,

  Midtown Home Improvements

  Customer response

  08/21/2024

  Do not close this case. They have said this multiple times and Have never followed through on fixing this for up to six months now. I have not heard from them as of yet. They will need to contact me in order to fix the problem and no communication has been sent or attempted.

  Customer response

  08/21/2024

  I am not sure why you didnt receive my last response, but I resent it today. This case should not be closed as the issue is not resolved. I am not been contacted by them to arrange a time for them to fix the deck.

  

  Business response

  08/29/2024

  Our production department has scheduled appointment for 8-29 to go to the home and diagnose the leak.  Once we have figured out the issue we will make arrangements to fix this issue.  We will continue to communicate with the homeowner throughout this process.  

  Customer response

  08/29/2024

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/14/2022, Midtown was contracted to replace the gutters and any damaged fascia board on my house. Early spring of this year I notice that one end of the gutters is detected fully from the house. I called early May to report the issue to Midtown and they said they could send someone out mid June. Mid June (week of the 11th), 1 person shows up and takes notes/pictures of the gutter, confirms the fascia board is completely rotted and that's what caused it to detach. ********* left and said they would get a team out to take down the gutter, replace the fascia board, and reattach the gutter. I never received any follow-up from Midtown after this. I called their office 10+ times leaving voicemails and messages with the receptionist and still have not heard any followup on my case. The gutter is still detached from the house, and recent rain has caused the water to overflow from the gutters in the middle section which is causing my cellar to flood.

  

  Business response

  08/07/2024

  We sincerely apologize for the inconvenience and frustration you've experienced regarding the issues with your gutters and fascia board. It is clear from your complaint that we have fallen short of providing the level of service and follow-up you deserve.
  
  We understand how critical it is to address these concerns promptly, especially given the additional damage caused by the recent rain.Please be assured that we are committed to resolving this matter as quickly as possible.
  
  To expedite this process, our team will reach out to you by to arrange a convenient time for the necessary repairs.
  
  Additionally, we will investigate why you have not received follow-up communications and take steps to ensure that this does not happen again in the future. Your feedback is invaluable in helping us improve our service.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  Midtown Home Improvements

  Customer response

  08/07/2024

  Complaint: 22063114
  
  I have reviewed the business' response and am rejecting it because:
  
  Clarification of when/how I will be contacted by the company. Response from company was open-ended and I do not feel comfortable or confident in resolution if this case is closed before confirmation of dates.
  
  Sincerely,
  
  *************************

  

  Business response

  08/13/2024

  "*****************************, you will receive a call from our Senior Head of Production or our General Manager tomorrow, 8/14/24, to schedule a time to address the gutter issue."

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