ComplaintsforMidtown Home Improvements Inc.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Oct 01, 2024, Midtwon Home Improvements (based out of ********) with offices in *********, Il. was contracted to build an exterior deck. I was told all materials, permits, survey, clean up was included. The design included lighted caps on posts surrounding deck. During sales pitch, this was discussed, but was told company did not have electrician on staff, but had third party electrician and I was responsible for any fee. I elected to demo/remove existing deck to save money. I was also told any rotted wood behind existing deck would be replaced (included) but I was responsible for painting. A project manager arrived days later for measurments, again we discussed electrical and rotted wood replacement. We also discussed configuration of deck. When work began, installer dug six holes (piers) piling dirt in yard (which was not removed/cleaned up). Upon installing deck frame, electrician was never scheduled until frame approved by inspector and my inquiring of project manager, which required decking to be stopped so electrical work could be scheduled/installed. Installers regularly used my bushes as their bathroom, no porta potty provided. Communication with installers was difficult at times due to language barriers although I was informed a crew supervisor spoke English and would be present (never saw until late on last day). Daily clean up did not occur requiring me to inspect grounds picking up nails/screws/razor blades to prevent injury to children. On final inspect which was not approved, because electrical was not included in permit, I had to make payment and adjust permit. I have asked many times for actual stamped plat of survey which I paid for but have not received. When installers finished, I had to again pick up nails/screws/razor blades and beer bottle caps in yard and driveway. Dirt pile remains. Rotted board not replaced. Only correspondence from company was about retrieving material overage. I have yet to hear from company (poor customer service).

  Customer response

  11/12/2024

  Ref to complaint #********. I just wanted to update you and the file, that since I filed this complaint, Midtown has  responded that they will replace a rotted board on 11-18-2024. If not, I will again update you. I still have not received the stamped plat of survey in this matter as I previously reported even though Midtown on 11-05-2024 agreed to send it to me. Thank you for assistance in this matter.

  

  Business response

  11/20/2024

  Dear ***** & ********,
  
  Thank you for taking the time to share your feedback with us. We sincerely apologize for any inconvenience or dissatisfaction you experienced during your deck project. Our aim is always to provide the best client experience possible, and we value your input to help us improve.
  
  **Project Update and Upcoming Work Schedule:**
  - **Cedar Siding Installation:** On November 19, ****** successfully installed the new cedar siding. The old siding was removed, the wall was cleared of nails, and all cracks and seams were sealed.
  - **Scheduled Work for November 26:** *** will install a 4x4 post with a virgin vinyl sleeve and crossbars, connected to the stairs, including lighted caps. This is scheduled for Tuesday, November 26th.
  - **Yard Cleanup November 20:** ******** crew will be on-site tomorrow afternoon to remove trash, dirt, and debris, and conduct a thorough yard cleanup.
  - **Return of Materials:** We have contacted our vendor, *****, to arrange for the pickup of return materials this week. We are awaiting confirmation of their ETA.
  
  **Addressing Your Concerns:**
  - **Materials, Permits, and Clean-Up:** We apologize for any misunderstanding regarding the inclusion of these items. Your feedback about the rotted wood replacement and the electrical work coordination is noted, and we will work to improve our communication and scheduling processes.
  - **Clean-Up and Communication:** We regret that daily clean-up was not up to standard and that there were language barriers. We will ensure that these issues are addressed with our teams.
  - **Inspection and Permit Issues:** We are sorry for the inconvenience caused by the permit issues and the delay in electrical work. We will review our process to prevent such occurrences in the future.
  - **Stamped Plat of Survey:** We acknowledge your request for the stamped plat of survey and will expedite this for you.
  
  We appreciate your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out. We are committed to resolving these issues and providing you with a positive experience.
  
  Best regards,  
  Management  
  Midtown Home Improvements Inc.

  Customer response

  11/21/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
    The ** of the local office of this business reached out to me and met with me in person. The majority of the issues appear to have stemmed from communication issues, which after speaking with the **, I believe will be addressed. As I write, the pile of dirt was removed, along with additional demo'd material. Siding has been replaced and other issues scheduled to be handled. Other issues involving personnel and communication were discussed.
  Sincerely,
  
  ***** ********

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our deck and foundation were being destroyed by ground hogs and realized the deck needed to be replaced. I work full-time 14 hours a day and my partner scheduled and appointment with Midtown. They agreed to rebilled out current deck, 12X12 for $20K with finance charges it is now $36K. The deck has been installed by a crew that consisted of a man a women who did a wonderful job. We now owe $36k for a 9X12 deck that could have been built for less than $5k. Once the project was started we never saw an employee of Midtown. I'm considering taking legal action against them as they over charged us for a very small deck. This company should not be allowed to continue to business in the ** area.

  

  Business response

  11/11/2024

  We appreciate the opportunity to address your concerns and correct some inaccuracies in your review. Your project was agreed upon and signed at $23,993, which included a professionally installed 9x12 PVC deck replacement. The original deck was a 10x12 not 12x12, This size was clearly documented in your contract, reflecting the accurate dimensions of the new deck.
  
  At your request, we added lattice to the project, increasing the cost by $1,000. To avoid adjusting financing, our General Manager personally visited to resolve this and provided a $1,000 discount, meaning the lattice addition was completed at no extra charge. Your financing remained as originally agreed, and you received this additional work without further cost.
  
  Throughout the process, we maintained regular site visits, with either our General Manager or Production Manager on-site nearly every day. The project timeline was communicated from the start, and we delivered well within the promised timeframe. The project was sold on September 18th, and due to the lattice addition and required change order, the production team received your job on October 4th. We performed the re-measure on October 9th, delivered materials on October 21st, and completed the deck on November 1st. Our team delivered a high-quality installation, which received positive feedback from neighbors who even inquired about similar work after seeing the quality of your deck.
  
  We understand that home projects can be stressful; however, the repeated aggressive communication with our team throughout and now after the project has been unwarranted. It appears that the multiple negative reviews may be an attempt to leverage a discount or adjustment on a project that was completed to high standards. Fair and transparent communication is essential, and we stand by the quality of our work and the terms agreed upon in the contract. Despite these interactions, our focus remained on delivering an outstanding result, which we did.
  
  We stand by the quality and fairness of our work and trust this clears up any misinformation about this project.

• 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.

*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. ↩