Summary
Morgan Exteriors is a dysfunctional mess. They do not honor their commitments, forget important details about their customers, leave their jobs unfinished for months-on-end, and are abject failures at communicating and coordinating. Morgan Exteriors is nothing more than a middleman that...
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Summary
Morgan Exteriors is a dysfunctional mess. They do not honor their commitments, forget important details about their customers, leave their jobs unfinished for months-on-end, and are abject failures at communicating and coordinating. Morgan Exteriors is nothing more than a middleman that poorly coordinates various skilled labor businesses to finish their projects.
The Full Story
Before I get into the details, it’s important to note that part of this is my fault. I didn’t follow through with my normal due diligence before choosing to work with Morgan Exteriors. I could have contracted out this work myself for a fraction of the cost and none of the truckloads of unnecessary friction and drama that ensured. I will do them a solid and not mention specific names.
Context: I purchased a front door, installation, and paint from Morgan Exteriors for about 5.5k. I have two tenants living in the property and have to coordinate visits. Here were the major sticking points:
- I waited for over 2 months for them to make it out to my property
- The installation was left in an incomplete state
- The strike plate and deadbolt did not latch appropriately, the peep hole eyepiece was an incorrect fit, and there were missing screws
- The department at Morgan Exteriors responsible for coordinating city inspections was trying to set up an inspection date before the installation had been completed
- A second appointment was made to finish up my installation
- The technician showed up to my property and called me - completely clueless - while I was at work to ask me what he was supposed to be doing at the property
- The technician did not have the right tools / materials and therefore had to leave my property and the door, once again, in an unfinished state
- We scheduled a follow up appointment
- The technician did not show up, inconveniencing my tenants who had set aside time away from the work to be there
- We scheduled a third visit
- This time, they did most of the work, but ended up leaving my door in a state where the smart lock does not close appropriately, which I suppose constitutes “done” in their minds
- We schedule inspections and made it through with no issues
- They scheduled a painting company called Kairos Services to finish up the paint I paid for and left me to manage communications with them directly
- Kairos Services showed up to my property an hour early and was completely uninformed about the job - he was prepared to do paint indoors and brought the wrong color / type of paint
- At this point, time had expired and my tenant needed to leave for work, necessitating yet another visit
- At the time of this writing (5.5 months after dropping over $5,500 on a front door) this is the stage we are at - still no paint, job still not finished
In the end, that’s one no-show, two instances when contractors showed up at the property unaware about job details, and dozens of emails and phone calls to shore up confusion / chaos
Communicating with the front office staff was tremendously frustrating and disappointing. They made commitments to follow up with me on this or that, but I had to end up chasing them most of the time to keep the project moving forward. In spite of all these headaches, I gave Morgan Exteriors several off ramps to de-escalate my and my tenants’ frustrations and offer something in the way of a refund as a gesture of good faith.
After much arm wrestling, they took away my warranty on the door in exchange for a $400 check, which in itself feels like a pretty disingenuous apology since I ultimately paid a penalty in spite of doing nothing wrong (aside from trusting them to install a door for me).
Do yourself a favor - fire Morgan Exteriors from your team, purchase the parts you need, and hire out contractors / companies who know how to treat their customers with respect. Your bank account and cortisol levels will benefit.