ComplaintsforMorgan Exteriors, Inc.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have used Morgan Exteriors for a number of projects. Their work has been satisfactory. However, my last experience involved some misleading information regarding their 0% interest financing promotion. Morgan offered a 0% financing option. In our past transactions the program completed as advertised. We made the specified monthly payments until the balance was paid at 0% interest. For our last project Morgan offered the same 0% financing. On this project Morgan provided no paperwork to us. Because of our last positive experience we did not question the lack of financing documents. Apparently, Morgan now uses a company called ******* Services. This company has a very bad reputation and has been described as predatory. In reality the 0% offer was for only 18months, after which a nearly a 19% interest was charged. There was never any notice that the scheduled payments would not pay off the loan within the 18 month period. There was no notice that interest was being charged. ******* Services only provided in very small print in the monthly statement that finance charges would apply after the 18 month promotion period. I should have been more dillegent, but I trusted Morgan based on my past experience. I paid almost $1700 in interest before I discovered the charges. I had the resources to pay off the loan before accumulating more interest charges. However, many people don't have the resources and are stuck in a 19% loan rather than 0%. Morgan needs to provide more disclosures to its customers and stop using such an abusive financing company.

  

  Business response

  03/07/2024

  This customer did not read his finance documents and thought the minimum payment would pay off loan before interest started accruing. When he realized he was paying interest and he only paid the minimum payments he immediately went to thinking we mislead him. We spoke with Service Finance which informed me that at the bottom of every monthly statement he received it made him aware of his promotional plan period.(he says its in small writing and misleading) however it is on every statement and on his documents he signed to proceeed with his project.  
  
   He signed his contract/financing on 6/23/2023 and is only now filing a complaint. We believe this complaint should be directed at the finance company and not Morgan Exteriors as this is not a complaint on services performed. 

  Customer response

  03/07/2024

   
  Complaint: 21321240
  
  I am rejecting this response because:  ******************************** serviced the loan,  Morgan was responsible for promoting a misleading loan promotion.  Also, the representative did not provide any loan documents to us and gave the impression that the loan terms were the same as our previous loan. All I ask from Morgan is that they insure future  customers are provided documents and loan terms are provided accurately. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On September 30th we paid Morgan Exteriors in full with the agreement (see email attached) they would complete the work within 1 week. As of December 15th, the work has still not been completed. We have been trying to get a date from Morgan for over 2 weeks on when the work will complete and still do not have a date scheduled.The company did not follow through with their commitment and lied to receive payment from us. Upon most recently contracting them to complete the work, they had not even ordered parts to replace damaged doors. They have made no effort to make good on their commitment.

  

  Business response

  01/03/2024

  Dear ******************,
  Thank you for bringing this to our attention. We've been in contact with you a week prior to this complaint, addressing the remaining issues. Rest assured, all necessary parts have been ordered, and we're eagerly awaiting their arrival to proceed with installation. We can only install parts that are in our possession.
  Regarding payment and completion timelines, upon substantial completion in October, payment was rightly due. We appreciate your cooperation. We never intend to promise exact timelines for remaining items, knowing we rely on manufacturers for their delivery. We apologize sincerely for any inconvenience caused.
  Once the remaining items arrive, we'll promptly install them. We're confident that your kitchen will exceed your expectations, and we hope you'll love the final result, especially over the holidays. Your satisfaction remains our priority.
  Thank you for your understanding and patience.
  Warm regards,

  Team Morgan 
  

  Customer response

  01/04/2024

   
  Complaint: 21015435
  
  Thank you for the response. I am rejecting the response.
  You are correct that you were in contact with me prior to submitting the complaint.  The communication with you prior to submitting the complaint was initiated by me on 11/22.  I reached out on 11/22 as we had not heard anything from Morgan Exteriors since the installer was unable to complete the work on 10/20/2023. 
  The complaint was submitted on 12/16 after a week went by without Morgan Exteriors responding to us regarding completion of the work.  After reaching out multiple times after 12/16 it was not until 12/20 that we finally received a response.  During this communication Morgan Exteriors (on 12/5) asked what the missing parts are so it is clear, the missing parts were not ordered in an attempt to complete the work.

  
  Regarding the necessary parts being ordered the installer showed up on Dec 27th without the required parts to complete the work.  Additional parts were damaged and could not be installed.  As of January 4th, ****, Morgan Exteriors still has not reached out or answered our emails regarding how and when the remaining work will be resolved.

  
  Regarding Morgan Exteriors committing to exact timelines.  The exact wording from the email communication sent from Morgan Exteriors states:  
  This email will as act as affirmation of our conversation. We will return next week to address the remaining services. 
  At the time that email was sent,the remaining work was understood by the individual that sent the email communication.  If it was not realistic to get the parts in a week, the commitment should have never been made.  Even if Morgan couldnt complete the work within the committed timeframe, I would have expected some communication regarding that.

  
  Regarding my satisfaction being a priority.  On September 30th 2023 it was committed that the work would be done within a week.  As of January 4th **** we still do not know when the kitchen will be complete and Morgan Exteriors has not contacted us since the installer was out on December 27th or responded to our on January 2nd requesting an update and alignment on understanding on the remaining work

  
  Since I still have no date on when the remaining items will be resolved and Morgan Exteriors has not contacted me with any acknowledgement of the remaining work their response must be rejected.
  
  Sincerely,
  
  *****************************

  

  Business response

  01/30/2024

  Dear ******************,
  Thank you for bringing your concerns to our attention regarding the completion of your service request. We apologize for the inconvenience caused by the delay in obtaining the replacement pantry door for your warranty claim.
  As you mentioned, ************** was unable to complete the entire service on December 27 due to the unavailability of the replacement door panel. We understand your frustration, and we want to assure you that we take your concerns seriously. Upon receiving the replacement panel on January 25, we promptly contacted you to schedule the installation for January 30, 2024.
  We appreciate your patience and understanding as we worked to resolve this issue. Our goal is to ensure that you receive the quality service you deserve, and we apologize for any inconvenience caused by the delay in receiving the warranty panel in order to complete your service.
  If you have any further questions or concerns, please don't hesitate to contact us. We are committed to ensuring your satisfaction with our services.
  Sincerely,

  Team Morgan 

  Customer response

  02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the 7 month nightmare dealing with Morgan Exteriors is over.

  I find that this resolution is satisfactory to me.
  

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaints is about how unhappy and disappointed we are with Morgan Exteriors. We signed a contract with Morgan Exteriors on Jan. 23rd 2023 for 1 window & 6 impact doors. It is now October 23rd, 9 months later and we only have 1 window & 2 doors installed. One door installed leaks water.The salesman that sold us our contract lied to us while selling us on how good Morgan products and company is while having cocktails with us after 6:00 in the evening. We were broken into and robbed a month before and my wife was very worried that it might happen again. Morgan's salesperson told us their impact doors were the strongest in the industry and it would take hours for a burglar to break into the impact door with a sledgehammer. He said that most likely the burglar would get too tired and give up. Morgan's salesperson also said that what makes Morgan Exteriors such a better company is Morgan doesnt use any subcontractors. Morgan has their own install crews that have been with the company for many years. These install crews are highly experienced and do a much better job of installing than all other companies that use subcontractors. This is why we signed the contract that was more expensive and higher priced. The subcontractor that installed our first door told us they work for other companies, not just Morgan and the impact door they installed is the same as all other companies use. He laughed when I asked him if the door could withstand a hit with a sledgehammer. At the time we signed the contract with Morgan they were running a promotional 75% discount on labor. Our contract only has the total price of all items. We have asked our salesperson, ******, and ***** in ***** many times for an itemized summary of all items on out contract. Our salesperson has never responded back to us on everything we have texted him after the sale. Both ************** said Morgan never itemizes a contract because it is too difficult. We believe we were charged too much.

  

  Business response

  11/16/2023

  Dear **********************
  I hope this message finds you well. We wanted to extend our sincerest apologies for the inconvenience caused by the recent issue you've experienced with your door installation. 

  Please know that we are actively engaged in resolving this matter. Our team has arranged for installers to address the leaking doors and install the new doors that previously we could not install, rectifying the errors made by the manufacturer. This service is scheduled for November 17th, aiming to swiftly resolve this inconvenience for you.
  We understand the frustration this situation may have caused, and your comfort and satisfaction are of utmost importance to us. Rest assured, your product is covered by a lifetime warranty, and we are committed to ensuring that any issues are promptly addressed to meet your expectations.
  Should you have any further questions, concerns, or additional assistance is needed, please don't hesitate to contact our office. We are here and dedicated to assisting you through this process and ensuring your complete satisfaction with our products.
  Thank you for your patience and understanding as we work diligently to resolve this matter. We truly appreciate your continued trust in us.
  Warm regards,
  Morgan Exteriors **** Team

  Customer response

  11/16/2023

   
  Complaint: 20770059
  
  I am rejecting this response because:

  The recent installation of another double door that was not installed correctly and also because Morgan is not acknowledging two doors installed that leak water and need to be replaced. Our front double door that was recently installed is uneven. Both doors do not line up evenly with uneven gaps on both sides. One corner of our crown molding was damaged. There are s**** heads sticking out of the most of the hinges because the screws were not screwed in all the way. The grout around the frame of the doors is terrible and very uneven. The installer who installed the front double doors took pictures of water leaking through two other single doors installed between the impact glass and wood frame. The installer told us he was going to show these pictures to management and said that both doors need to be replaced. Morgan has not called us to acknowledge these leaks and when asking them on the phone they seemed surprised by this. We signed a contract 10 months ago for 6 doors and to this date all 6 doors have been installed incorrectly many times. We paid a higher price for these doors because of the salesman lying to us. We want a billing adjustment as we were charged too much and can't get an itemized invoice from Morgan. We have lost confidence in Morgan and also feel Morgan doesn't have an ability to finish our job correctly.
  
  Sincerely,
  
  *****************************

  

  Business response

  11/16/2023

  Dear **********************
  I appreciate your candid feedback, and I want to assure you that we take your concerns very seriously. I sincerely apologize for the challenges you've encountered with the recent installation of your doors, and I understand the frustration this has caused.
  Upon reviewing our records, I see that we have documented your concerns and made numerous notes to address the leaks, adjust the doors and install the doors with the correct color threshold that we have been waiting for from the manufacturer. Please know that your satisfaction is our top priority, and we are committed to making this right for you.

  I want to emphasize that we are not taking your concerns lightly. Our team is fully aware of the issues you've outlined, and we have a plan in place to address them comprehensively. I understand your desire for a resolution, and we are working diligently to ensure that the upcoming installation on November 17th will meet your expectations.
  I want to assure you that we are committed to resolving all outstanding issues and delivering a finished project that exceeds your expectations. I understand your frustration, and we are taking immediate steps to rectify the situation. I understand that you may have lost confidence in our services, and for that, I am truly sorry. We value your business, and we are committed to restoring your trust through the successful completion of your project. If you have any additional concerns or questions, please don't hesitate to contact our office for any questions or concerns. 

  Regarding your request for a billing adjustment, I assure you that we will thoroughly review your concerns. We want to remind you that our agreement states clearly under Delay / Unknown conditions:  -   I also understand that the work could be delayed by events that the contractor does not control and that is acceptable to me...  We want to point out that manufacturer defects are listed under that category . 

   Thank you for bringing these matters to our attention. It is unfortunate that we are at the liberty of our manufacturer. We appreciate your patience as we work towards a resolution.

  Sincerely,
  Team Morgan 

  Customer response

  11/26/2023

   
  Complaint: 20770059
  
  I am rejecting this response because:

  Morgan once again came out to replace the exterior double doors in the rear of our house. This was the fifth time and brought a damaged part. These doors didn't get replaced. Morgan blamed the manufacture for the damaged part. Morgan has always blamed the manufacture for all the mistakes. Morgan installers can't install exterior doors correctly. We are going on nine months now with 6 doors installed incorrectly. We have two single exterior doors that leak water and now Morgan doesn't want to replace these. This is unacceptable! 

  We have asked numerous times for an itemized invoice to show us the breakdown on the cost of each door. This request has been ignored because Morgan has charged us too much. We want to know where our 75% discount in labor is on each door. This is unacceptable for a company to not supply their customer with this request.

  All ********************** responses have been cookie cutter apologies without any substance to our complaints. 

  
  Sincerely,
  
  *****************************

  

  Business response

  12/20/2023

  Thank you for your patience. We've scheduled the door installation for 12/29 and a manufacturer's rep will inspect the door. We're committed to resolving this promptly." If you have any questions feel free to give us a call. 

  Thank you 

  Team Morgan 

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Morgan Exteriors regarding the installation of a double entry door, which took place on August 5, 2021. Since the installation, I have encountered multiple issues and faced unsatisfactory attempts at resolution.Initial Installation Issues (August 2021): The active door did not close properly, exhibiting a gap at the top and the latch hitting the strike plate. The bottom sweep fell off, and an incorrect handle was installed on the inactive door.Failed Attempts at Resolution: Despite several service calls to address the issues, the problems persisted, and subsequent adjustments only worsened the closing of the active door.Multiple calls were made to have the incorrect sweep replaced and to address the issue of the mismatched handle.Manufacturer Defect and Replacement (June 21, 2022): A technician determined that the active door had a bow due to a manufacturer defect, and a replacement door was ordered.Failed Replacement Door Installation (November 11, 2022): Despite the replacement door being scheduled for installation on November 11, 2022, it did not fit, and the handle issue was not addressed as promised.Lack of Communication and Neglect (December 2022): Despite multiple attempts to reach out via email and voicemail, the service manager did not respond promptly or adequately to address the ongoing issues.Request for Proper Resolution: I have provided Morgan Exteriors with ample evidence (30 plus documented phone calls/emails), including pictures, showcasing the ongoing issues and discrepancies in the installation.Resolution Request: Replace the door or doors if you cant figure out how to measure properly and fix the hardware or refund my money.Major Issues:1. Door handles do not line up, slab was drilled incorrectly replace the door 2. One slab is longer than the other see above 3. Two left door handles 4. Door sweep has air gaps and does not seal door properly

  

  Business response

  09/20/2023

  Dear ******************
  First and foremost, we want to extend our sincere apologies for the frustrating experience you've had with the installation of your double entry door. Your concerns are entirely valid, and we deeply regret the inconveniences you've faced throughout this process. We take full responsibility for the issues you've encountered, and we are actively working to address them.
  We are aware of the manufacturer's defective product issue that has caused multiple door slabs to be damaged or defective. We understand how frustrating this must have been for you, and we sincerely apologize for any inconvenience this has caused.
  To resolve the problems you've outlined, we have taken the following steps:
  Change in Manufacturer: Recognizing the issues with the previous manufacturer, we have decided to switch to a more reputable door manufacturer to ensure the quality and reliability of our products.
  Replacement Door: A new door has been ordered from the manufacturer to replace the defective one. We are eagerly awaiting its arrival so that we can schedule the replacement promptly.
  We understand that this process has been far from smooth, and for that, we deeply apologize. Your satisfaction is of the utmost importance to us, and we are committed to making this right.
  As we move forward, we will work diligently to ensure that the replacement door meets the highest quality standards, the handles are correctly aligned, and all other issues are resolved to your complete satisfaction.
  We also recognize the communication issues you've faced, and we are actively addressing this internally to ensure that our customers receive the prompt and attentive service they deserve.
  Once again, we apologize for any inconvenience and frustration you've experienced. Your feedback is invaluable to us, and we are committed to delivering a satisfactory resolution. Please be assured that we will do everything in our power to rectify the situation promptly.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We appreciate your patience and understanding as we work to resolve these issues and provide you with the high-quality product and service you expected from Morgan Exteriors.
  Sincerely, 

  Team Morgan 
  
  

  Customer response

  09/26/2023

   
  Complaint: 20623157
  
  Dear Team Morgan,

  Thank you for your response and the steps you've outlined to address the ongoing issues with the installation of my double entry door. While I appreciate your acknowledgment of the problems and your commitment to rectify them, I must express my frustration and skepticism based on previous experiences.

  The fact that this handle alignment issue, two left handles and the other issues I have outlined has remained unaddressed for such a significant period is unacceptable. Despite previous assurances and promises to resolve these matters, the problems has not been adequately attended to. It raises serious questions about the level of commitment to customer satisfaction and the quality of service provided. You stated that "addressing this internally to ensure that our customers receive the prompt and attentive service they deserve" but yet no one has communicated any status/plan/action etc for over 3 months. Your actions speak louder than words.
  

  I emphasize the need for effective communication and a transparent resolution process. Timely updates on the progress and a clear timeline for the replacement are crucial in restoring my trust in your company. I expect the replacement door to be of the highest quality, with all the previously mentioned concerns properly addressed.
  Your sincere apologies and commitment to customer satisfaction are appreciated, but please understand my hesitation given the history of unfulfilled promises. I urge you to prioritize the prompt resolution of this matter and deliver on your commitments.

  If there are any further delays or issues, I expect to be promptly informed and provided with a viable solution. My patience is wearing thin, and it is crucial for your company to take concrete and definitive actions to resolve this situation.
  

  Sincerely,
  ******************

  

  Business response

  10/02/2023

  Dear ******************,
  Thank you for your candid response, and please accept our sincerest apologies for the ongoing frustration you've experienced. We completely understand your skepticism and disappointment given the previous delays.
  Your feedback is crucial to us, and we acknowledge that our past performance in addressing your concerns has fallen short of your expectations. We want to assure you that we are taking your concerns seriously, and we are committed to rectifying the situation promptly and transparently.
  We are intensifying our efforts to ensure that the replacement door is of the highest quality and that all the issues you've mentioned are resolved satisfactorily. Effective communication is  our top priority, and we will provide you with timely updates on the progress of your order.
  We understand that your patience has been tested, and we genuinely appreciate your understanding and willingness to give us another opportunity to make things right. Rest assured, we are committed to delivering on our promises and ensuring your complete satisfaction.
  If there are any further delays or issues, you can expect to hear from us promptly with a clear plan of action. Your concerns will not go unanswered, and we will work tirelessly to resolve this situation to your satisfaction.
  Once again, we apologize for the inconvenience you've faced, and we thank you for your patience and feedback. Your trust is important to us, and we are dedicated to regaining it.
  Sincerely,Team Morgan
  
  
  
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2013, we hired Morgan Exteriors *** to replace a wooden deck and balcony with Trex decking on the upper and lower deck levels. Upper level deck (balcony) was to be fully waterproof according to the contract we signed with Morgan Exteriors ***. During 2022, I watched the balcony start to sag. In 2023, the balcony began to collapse. I removed the Trex facia to visualize what was happening behind the Trex material, the hidden damage. The main balcony support beam is completely rotted by water damage. The plywood floor to the balcony deck is completely rotted. I paid Morgan Exteriors *** $85,000 for a waterproof deck and balcony but 8 years later the balcony needs to be rebuilt. Total deck construction was completed by Morgan in March 2014. Trex material was removed to reveal the hidden damage in March 2023. I have installed 4 jackposts to reinforce the balcony and keep it from collapsing. I informed Morgan Ext *** about the potential collapse of the balcony on 2/6/23. Morgan sent a representative to see the problem. Morgan representative confirmed the balcony was collapsing and advised us to stay off the balcony on 2/10/23. The week of 2/13/23, Morgan Exteriors *** informed me they were no longer in the deck business and they are not helping me resolve the issue.

  

  Business response

  08/23/2023

  Attached is a letter written to the Hillsborough County Consumer and ******* services in regards to the complaint. 

  It was explained to *************** in February and April of this year that his Deck that was installed just shy of ten years ago only carried a one year warranty/guarantee , which is standard and the norm for deck building in the industry. 

  It was also explained that there is no way to fully waterproof or weatherproof an exterior deck. There is wind driven rain and debris from thunderstorms and hurricanes. Extreme heat and humidity are also factors and circumstances we cannot control.  It was mentioned that the asphalt roof below the trex decking on the upper deck needed to be repaired and may very well be the cause of the issue. These types of roof only have a life expectancy of **** years before they become unreliable.  We observed and mentioned this need for the roof repair when we were there back in February . 
  

   

  It is unfortunate that this occurred however this is outside the scope of warranty on this project. 

   

  Thank you , 

  Team Morgan 

  Customer response

  08/24/2023

   
  Complaint: 20449781
  
  I am rejecting this response because:
  If there is no way to fully waterproof an exterior deck, as Morgan has replied, then why would Morgan Exteriors *** put fully waterproof in my sales agreement contract?? and assure me that the balcony would be waterproof??

  Morgan also replied that it was mentioned that the asphalt roof below the Trex decking on the upper deck needed to be repaired and may very well be the cause of the issue. FACT - Morgan Exteriors *** constructed and installed the asphalt roof and Trex decking on the upper deck. Why would it need repaired if they built it?? If they knew it was installed improperly, why did they hide it under the Trex decking and not disclose the issue?? Why did they allow poor workmanship on the asphalt roof installation??

  Please keep in mind the balcony is 42 feet across. The center post holds both main beams for each side of the balcony. The one 21 deck balcony side is in perfect condition with no water damage. It was installed properly. The other 21 balcony side is collapsing due to lack of waterproofing and proper installation. This is the problem area that is completely rotted and needs to be replaced. All the plywood flooring on that side of the balcony and the main beam is rotted. See attached photos

  How can this issue be out of the scope of warranty when the problem area and poor workmanship was hidden behind the Trex material for over five years?
  Sincerely,
  
  *********************

  

  Business response

  08/24/2023

  Dear ****************,
  
  We appreciate your concerns and feedback regarding the issues you've raised. We understand your frustration, but we would like to reiterate that the warranty for your deck was valid for one year from the installation date . Also as previously mentioned, flat roofs in ******* typically have a lifespan of **** years, and your deck's warranty was covered the initial year.  
  
  Regarding your points about the sales agreement contract, we apologize for any confusion caused. While the term "fully waterproof" was used, please understand that the complexities of weather and construction materials can contribute to the limitations of achieving absolute waterproofing, even with the best intentions.
  
  Regarding the asphalt roof and Trex decking on the upper deck, we have looked into the matter further to determine the cause of the issue and it is our understanding that the flat roof is the issue. Our intention has always been to provide quality workmanship. 
  
  We acknowledge your concerns about the balcony's condition, and we have investigated the specific area that you've pointed out. Again this damage is no longer covered in the warranty that expired 9 years ago. 
  
  It's important to mention that the issue you're facing might not have been immediately apparent during the warranty period, and the unfortunate situation may have arisen over time due to various factors. Again the warranty period has expired. 
  
  While we understand your dissatisfaction, we hope you can appreciate that the scope of the warranty was set for a specific time frame. Thank you for your understanding.
  
  Sincerely,
  Team Morgan 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Morgan exteriors took our deposit almost 2 years ago and still hasn't completed the window and door installation in my home. This has been a horrible experience with many schedules appointment with no shows or they come out and have no materials and reschedule. They improperly installed our sliding door and the screen falls right off the track every time. Now they said they will not schedule to complete the job until they receive final payment.

  

  Business response

  08/24/2023

  Dear ****************,
  We appreciate you taking the time to share your feedback about your recent experience with us. Your satisfaction is of the utmost importance to us, and we want to assure you that we take your concerns seriously and are committed to resolving them.
  First and foremost, we want to clarify some points regarding your project. Per the terms outlined in our contract, payment is indeed due upon the completion of the product installation. We're pleased to note that the county inspection has passed, affirming that the installation was carried out properly.
  Regarding the service issues you've mentioned, we sincerely apologize for any inconvenience they may have caused. We understand that minor adjustments are needed, and we want to assure you that we have scheduled a service appointment to address these issues promptly. Our team is fully committed to ensuring that any concerns you have are rectified to your satisfaction.
  While the project itself is complete and the outstanding service matters are being attended to, we kindly request your cooperation in settling the payment as agreed upon.
  We want to acknowledge the frustrations you've experienced with scheduling and materials availability. We deeply regret any inconvenience caused by rescheduled appointments or any lapses in our communication. Your feedback highlights areas where we need to improve, and we are committed to learning from this experience to enhance our service delivery moving forward.
  Regarding the sliding door issue and the screen falling off the track, we apologize for any inconvenience this has caused. Rest assured, we are working diligently to correct this issue during the upcoming service appointment.
  Our company has proudly served our community for over 28 years, and our reputation for customer care is of great importance to us. We genuinely value your business and want to ensure that we address your concerns and make the necessary adjustments to deliver the quality service you deserve.
  Once the final payment is received, we will be able to finalize the remaining adjustments to your satisfaction. We understand your frustration, and we are committed to making things right.
  Please don't hesitate to reach out to us at ************* if you have any further questions or concerns. We are here to assist you every step of the way and to ensure that your experience with Morgan Exteriors meets the high standards we have set over the years.
  Thank you for your understanding, and we look forward to resolving this matter promptly.
  Sincerely,

  Team Morgan 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 05/13/2022 I gave this company $ **** and to date 06/01/2023 I still don't have this installed. I continue to get the run around call after call and there have been many. I just want my money back so I can go with a Company that will do this in a timely manner without having to beg them. When you ask for the money back they get nasty and then you never hear back from them. My next step will be small claim court to get my money back. I will also began posting blogs and use social media daily so that I can try and help stop another person from using this terrible company.

  

  Business response

  06/07/2023

  Dear ******************,
  We are deeply sorry to hear about the frustrating experience you have had with our company. We apologize for the delay in installing the service you paid for and the difficulties you encountered when seeking a resolution. Please accept our sincerest apologies for any inconvenience this may have caused you.
  We understand your frustration and disappointment with the lack of progress and the lack of communication from our team. This is not the level of service we strive to provide, and we deeply regret that we have fallen short of your expectations. We take your feedback seriously and will take immediate action to address the issues you have raised.
  Rest assured, we are committed to resolving this matter promptly and to your satisfaction. We have already initiated an investigation into your case and are actively working to identify the cause of the delay and rectify the situation. We will be in touch with you shortly to discuss the progress and provide you with an update on your refund request.
  We genuinely value our customers and their trust in our company. We understand that you are considering legal action and resorting to social media to share your experience, and we want to assure you that we are committed to resolving this issue before it escalates further. Our aim is to find a fair and mutually agreeable solution that meets your expectations and rights any wrongs.
  Once again, we apologize for any distress this has caused you, and we genuinely appreciate your patience and understanding during this process. We assure you that we will make every effort to rectify the situation promptly and provide you with a resolution that you deserve.
  If you have any further questions or concerns, please do not hesitate to reach out to us directly. Your satisfaction is our top priority, and we are fully committed to resolving this matter to your utmost satisfaction.
  Sincerely,
  Team Morgan 
  
  
  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March of 2021, I had ordered windows from Morgan exterior and the were promised by or before October of 2021. They were not installed until early spring and not finished until April 2022. I have called many times for the information regarding the $50 per week of delay that was promised to us, which totals about *****. Also I have requested many time on how to get my rebates for all the windows, this would have been close to $700. They were absolutely the worse company ever, which the worse installers, horrible work.I had to endure the awful men smoking in my house using profane language. Cigarette butts left everywhere trash left everywhere. It was just ridiculous to think that I pay for these people come to my house. Well this complaint for the workmanship that they did a year ago. I was in the process of moving to ***********, when we started this project I never thought I would leave my House in ************ and that is why we invest in new windows. I dont know if this is why they feel like because I have moved and no longer live in that house that I have no rights about these windows. It was my purchase of these Windows not the new owners.

  

  Business response

  05/15/2023

  Dear Valued Customer
  
  Thank you for contracting with us for both your windows and your bathroom. We appreciate your business very much.
  We apologize for the issues that occurred with your window installation. It seems the bathroom installation went well.
  We see that we performed some significant wood repair for your window installation, at no cost to you, as well as some windows that you received, three total, because of some of the issues that arose, as well, at no cost to you. These things total much more than $1200 and this is what the resolution to the installation delay was. We do apologize but we do not understand where any rebate comes in for the windows and there were none offered by ** or for ** from any manufacturer that we deal with. There seems to be a misunderstanding there and we apologize for any confusion. We wish you the best of luck in your new home.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April 11, 2022, signed a contract with Morgan for siding and other improvements.Morgan Exteriors, Inc. is in clear violation of the two major sections of ******* Statute *******. Details are attached in the document titled "TS BBB 04042023."Further details are enclosed in "******* ****** Attorney Complaint against Morgan - ********" and "Official demand letter to Morgan 03082023."Our stake in the ground is February 3, 2023 when we engaged the ******* AG.

  

  Business response

  04/18/2023

  ******************
  
  In usual fashion, and with an intent to smear to get what is wanted, you have left out MANY details in your complaint. Including the fact that it has been proven to you and your AG rep that we are not in violation of the statute you cite.
  We have responded to the *********************************** complaint with the same information provided ********************** and the state senate representative you later included. They have both left it with you as they know the writing on the wall.
  We are working on resolution and will NOT use this platform to air the dirty laundry as you have. Our responses and resolution will be to you or between attorneys.
  
  Morgan Exteriors Team

  Customer response

  04/20/2023

   
  Complaint: 19899038
  
  I am rejecting this response because:

  I stand by our demand letter of March 8, 2023.  
  
  Morgan Exteriors is in clear violation of multiple sections of ******* Statute 489.126.
  
  The statute supersedes Morgans contract, not the other way around.  
  
  Pls refund our full deposit and cancel the contract. 
  
  Far from smearing, the descriptions of my interactions with various members of the Morgan Exteriors team are lessons used to point out a number of internal issues with process management, process controls, customer support, customer service, and other fundamental business structures that, unless fixed, will continue to impact them.
  
  Sincerely,
  
  ***********************

  

  Business response

  04/20/2023

  ******************,
  
  Our proposal for resolution stands. This is why we have contracts. Your purported violation of multiple sections of ******* Statute ******* is incorrect and you have been provided the substantiation regarding this multiple times.
  
  Morgan Exteriors Team

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased windows from this company last year.(a little more than a year). They told the loan company that the job was finished when it wasnt. They installed the windows without an official inspector present, knowing they needed one at the site during the installation. It took them 6 months to get an inspector there and said inspector failed them for not having him present during the build and for not having all of the shutters up for him to see that they were properly installed. It has been another 6 months and we still have not had this issue fixed. We have been through two storms without being able to put up our shutters(they did not give us enough material to properly put up shutters). They are nearly impossible to get ahold of and when we do get in touch they tell us they are waiting for product to come in. It has been over a month since then and they keep saying that it will be in soon and they will call. Meanwhile I am paying for windows and shutters that failed inspection. The job is not finished and they told the lender that it has been completed. I should not have to make these payments until the job is done and the fixing the job should be a priority to them and it is not. We are trying to sell our home next month and cant til we get the windows to pass inspection. This is inexcusable and probably the worst business I have ever had to deal with. I have already written a review for this company. They should give some kind of reimbursement for me making payments to a job they knew was incomplete. They should at least have the decency to make us a priority after being negligent.

  

  Business response

  04/18/2023

  Dear valued Customer,
  
  We apologize for the issue at hand.
  While there is much that is left out of the review, as usual, we are poised to get you complete. We have reached out with no response. Please call the corporate office at ****************** and our Ownership Liaison will get you in touch with someone to get our return scheduled and this moving along.
  
  Morgan Exteriors Team

  Customer response

  04/28/2023

   
  Complaint: 19896497
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  05/01/2023

  We called the number that they asked us to call and its the same thing. The woman says shell get back to ** with a date to come and do the inspection again and she doesnt call. This is absolutely ridiculous I cant even list my house for sale because of this. *** had *********** on half of my house for a year now making our house look ghetto. Nobody from this company cares in the slightest and its extremely frustrating. The worst part is the fact that weve been having to pay for this for a year now. Paying for an unfinished terrible project. 

  

  Business response

  06/05/2023

  Mrs. **********;

  We apologize that you feel this way. We have been in business for over 28 years having a great reputation for the quality of our work and customer satisfaction. We understand it can be very frustrating having work performed on your home. In this case we were waiting for your replacement products to arrive and there was a delay in installation. Typically during installations over the last 28 years , we are not required to have the county inspector on site. Every municipality is a little different and in this case we were not required to have him there only but for the shutter installation. We are glad to see that your home has lasted through the 2 storms that bypassed your location. Your windows were installed and are rated to protect your home and the added shutters only help to protect it more.  We are writing today to acknowledge that the job is finished and passed inspection.  The Plan reviewer from the county personally called us to confirm this and apologized for the system error with the failed inspection. 

  Again we apologize that your project took longer than expected to finish and hope that our work adds a great value to your home. 

   

  Thank you ,  Team Morgan 

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