ComplaintsforM&M Home Remodeling Services

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original purchase of (24) triple pain low E casement windows in 2009 with lifetime warranty thru Heartland Windows, **************************************, **************. October 2021 called to have (11) glass replacements still stating we have a lifetime warranty. May 2022 I called to see where my replacements were and was told that I was contacted by ******* that there was a fee due of ******** (this never happened)!! Spoke to ***** said as soon as they received my check windows would be ordered and it would *********** to 8 wks. Windows to be installed 8/24/22 few hrs. before installation appt. was cancelled due to not having the glazing beads. 10/6 Heartland shipped quite a few orders but my order #****** was put on back order and was told it will be quite a while well into next yr. before they get the glazing beads in and foiling ***** is behind. Heartland is blaming M&M for not using beads from old windows. Why would you use 13 yr. old beads on new windows? Also M&M doesn't use Heartland Windows anymore. Obviously there had been a lot of problems with these windows if I need 11 of them replaced. We've done a huge amount of business and spent a HUGE amount of money in the past decade with M&M (roof, windows, vinyl ********************************* gutters) to get no results!

  

  Business response

  12/05/2022

  M&M totally understands the frustration for this customer in obtaining the needed parts to complete the warranty work. Unfortunately to date the manufacturer has not been able to fulfill the needed items. M&M has been in direct contact with Heartland on multiple occasions to express our frustration with the timeline as well. Additionally we have attempted to have a 3rd party supplier obtain like product and to date this has not been possible. We will continue to communicate with Heartland on the customers behalf and will also attempt to reach a higher level decision maker at Heartland to expedite the items needed. 

  Customer response

  12/06/2022

   
  Complaint: 18475719
  
  I am rejecting this response because: When I talked to Heartland the last time (****** was more than RUDE telling me it was M&M's fault and it would be well into next year for the parts which now will go into 2 years)!  All  my other windows are from Heartland and DO NOT want to go through this again. I'm sure I'm not the only one that bought windows in 2009 from M&M.  Is this how the other customers were treated under a WARRANTY?  I just want a REFUND!!!
  
  Sincerely,
  
  *******************

  

  Business response

  12/09/2022

  Spoke with homeowner via phone on 12/6 and 12/8.  Homeowner was offered a refund of monies spent to pay for materials for warranty repair.  Homeowner decided to wait on supplier to provide needed items to properly complete repair. M&M agreed to provide regular feedback on communications with supplier. Warranty claim will be fulfilled upon receipt of needed item. 

  Customer response

  12/09/2022

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

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a roof, ******, fascia, and gutters. Work was not completed appropriately. Notified the company and issues were never addressed.

  

  Business response

  10/28/2022

  Project was completed on 8/16. Invoice sent on 8/22 and a reminder on 8/25 with no response from homeowner. On 8/29 homeowner states they had some issues and on the same day a representative from M&M visited to review concerns. On 9/2 9/7 9/29 10/12 and 10/16 a superintendent attempted to arrange times to review the project and either was denied the opportunity or the request was not answered.  On 10/21 a lien letter was sent to homeowner and on 10/24 a letter detailing the above request was went as well.  On 10/26 homeowner was available and met a superintendent at the jobsite. A certificate of completion was obtained. A visit is scheduled for 11/1 to review a final detail which is causing concern for the homeowner. M&M has not failed to respond or work with the homeowner in resolving their concerns.  

  Customer response

  10/28/2022

   
  Complaint: 18295195
  
  I am rejecting this response because the concerns were not addressed. They simply installed the gutters before addressing the initial concerns. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  11/03/2022

  A thorough in person assessment was conducted with the homeowner as well as the Superintendent *******************. The homeowners concerns relative to the fascia were reviewed and there is no issue with either the install or the materials. Additionally the homeowner signed a completion form which is attached. At any point during the warranty period if an issue would arise M&M will honor the contract terms. However there are no issues presently to address relative to the homeowners concerns. A review was conducted of the bathroom vent and the issue was rectified. 

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/21/2022, M&M came out to repair a flashing on my roof. The representative, ******, promised that any rot under the flashing that was damaged would be fixed, and I was even charged for materials. On the day the company came to fix the roof, they were only there for around an hour and most of that time was spent drinking beer and eating lunch on the lawn. The did no repairs besides putting in a new flashing. They didnt repair the rotted shingles, and they cut too long and covered it with black putty. There is obviously still a hole where water is coming in, and when the next big rain came, I got more water damage. The rep came out and tried to claim the water was coming in through a window seal and he put on a diverter. Ive had two other representatives come out and say that wasnt the case. I now have to pay **** dollars to mitigate the water damage. When I called M&M again to ask them to fix the issue or give my money back, they claim their warranty is only for 30 days and they have to charge. *** made numerous attempts to speak to a manager with no success. If they did the job as promised, I would understand how the warranty is effective. They did not complete the job to the specified materials I paid for nor to the promised quality.

  

  Business response

  08/18/2022

  Timeline of interactions 
  Homeowner contracted with M&M Home Remodeling Services on 5/26/22. Expected work was to be completed the week of 6/20/22. Work was started and finished on 6/21/22.  Homeowner called for a service call on 7/27/22. Homeowner was contacted by a representative of M&M on 7/28/22 and a service call was scheduled for 7/29/22 and was completed on that day.  Homeowner contacted M&M on 8/17/22 @ approximately ****am and Superintendent ******************* reached out to homeowner at approximately 230pm on same day and left a message.  Homeowner requested all interactions to be via text and *** texted back and forth with ***** 4 times on 8/17/22 between 230pm and 730pm  

  The scope of repairs that were completed on 6/21/22 were done per the contract signed by the homeowner  all repairs contain a 30 day warranty.  Even though the initial service request on 7/27/22 was outside of the timeframe of warranty coverage M&M acted in good faith and returned to address customer concerns.  At that time the service tech noted that the homeowner stated that this area never had an issue before which indicates that this is not related to the initial contacted services.  Even with that being the case our service tech attempted to remedy the issue.  No other contacts have been made since 7/29/22 by the homeowner requesting any follow up until the call on 8/17/22.  Since the repair is now nearly 60 days past initial install M&M is not under any contractual obligation to offer further service assistance under the contract dated 5/26/22.  However, in accordance with our stated goal of providing peace of mind with every customer interaction, Superintendent ******************* has informed homeowner he will stop by to further assess any issues on 8/18/22.  

  In closing, if the homeowner has any data to support the claim that the crew was drinking beer we would request to be provided that information.  The project manager who completed the initial repair has been with our company for more than 20 years and consistently receives the highest ratings internally and externally for his job performance.  This behavior would be outside of any that he has exhibited in his time with M&M and we take these type of accusations very seriously.  

   

   

   

   

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to this company for the last two years regarding a sun roof that they put in. M&M put a new roof and two new skylight for my home about 5 to 6 years ago.One of the skylights has a leak, water entering my home and potentially causing other damage. I called several times and appointments were scheduled for someone to come out twice, no one showed up.When I called to speak to someone about the situation they would put me on hold for long periods of time and eventually picks up the phone and tells me we will have someone who deals with that to call you.Well, for weeks no call back. So, I called back and ask to speak to a manager. The manager called me back, I told him the situation, he gave me a date of service for the next week. No one showed up or called me. The skylight appears to have a line going across that looks like a crack and water is leaking when it rains or wet outside.M@M has failed me and ignored all of my attempts to quality service that I paid for and deserve. I think that this company is getting away with honoring customers warranties and their merchandise. I need M&M to come see about why a new skylight that came from their company is leaking and now has a crack in it.

  

  Business response

  01/07/2022

  M&M spoke to this customer on 1/3/22 about inspecting the skylight once the roof is clear of snow.  As of today, 1/7/2022, the roof is still not clear of snow.  Customer said they are okay with these actions.

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