ComplaintsforMajic Window Company

• Initial Complaint

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2020 we were sold windows. It has been downhill ever since with over a year of no communication from the company regarding our concerns to finish the job. **** we have windows that arent installed correctly, have been pieced together with replacement parts, incorrect replacement parts. Multiple hours off work to be home from 2020-2022 to accommodate crews over to fix the windows. Foam over house, paint chipped on siding. We had a contract for $20 k windows. Good financing. Now interest rates are higher, the company likely wrote this off as a bad debt- we so not want the pieces together windows- we want to go with another company due to lack of customer service- poor customer service, concern this is how the ********************** operates and we do not want this for the next 20 years. We had one window fall out onto me with no help u til the next day two ******* ago- we also want our house fixed, siding fixed and everything to look professionally completed. We also recieved a fake legal letter with the same phone number to the legal department to the manager that called us- who was not an attorney. The windows are c*** locks dont work on most, cracked windows, bent screens, balancers incorrect, handle seal is cracked and broken, spray foam on outside they wont come off, j trim with foam on it, front visible caulk on wood and foam which ruins paint. We also want reimbursement for all our time off work for workers over at our home- as well as the agony of dealing with a poorly ran company like this- and we would like to go with another company at this point.

  

  Business response

  02/09/2024

  This customer and her information are with our legal department. I have to wait till they advise us with what to do next. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3, 2023 Majic Window came out and installed windows and a sliding door that leads to our 3 season room. The initial installer installed the door to high, and created a trip hazard. The original door was not that high off the ground. The installer told me after he installed the door that I should have had a custom door to fit the space properly. After calling Majic Window to notify them of this issue they sent a Majic Window representative out to assess the issue and right away he stated, yes the door wall was installed to high, he didn't even think that it was up to code. Majic Window called to schedule a reinstall of the same door to bring the door down so it would no longer be a trip hazard and get it up to code. On June 13 two new installers came out and right away said that the door wall was too high but that they wouldn't know why the initial installer raised it until they began to remove the door wall. After removing the molding from around the door, the installers noticed that there were 2 brand new slats of wood put down under the door, and then the door was installed, which they said should not have happen, there was no need to build the floor up to put the door in. Once they started to remove the door, they noticed that the door frame was starting to crack and break. They had to immediately stop, and order me a new door because if they pulled the door out, knowing it was breaking, they would not be able to put the door back in. This would leave an opening between my house and the 3 season room. We were left with an exposed door wall, no molding and now that it's winter, cold air is coming into the family room. I have not received a new door since, I have contacted Majic Window numerous times and they keep saying my door is on back order. Last date I received for my door to come in was Dec. 15, 2023, door never arrived, never got a follow-up call either, we got financed for windows and the door and are stuck paying for a broken door.

  

  Business response

  01/23/2024

  Hello, I am reaching out to the manufacturer to get an ETA for the Patio Door. I will have someone call you and update you on the situation as soon as I have an answer from them. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We had 13 windows replaced. There was one window above our sink that they originally installed on 10/20 /23. Our frame was not removed at this time and the window looked centered between our cabinets. When we ordered the window, we were suppose to have a buck (wood frame) installed with the window above our sink. They forgot and had to make the buck and returned to install the buck on 11/22/23. After the installation was complete, the window/frame was no longer centered over the sink or between the cabinets. I called back and the assistant manager, *****, was very **** with me and said that the window is square and there is nothing they can do. He said they have fulfilled the contract with us. I kept saying, but I dont understand, it was centered before the buck and new frame was installed. I have called and left messages and no one has called me back to resolve this issue. I would like Majic Windows to come out and move the window/frame over and the problem would be resolved.

  

  Business response

  01/23/2024

  hello, I will have the Install manager reach out and get this scheduled. I know we were just there 1-10-24 and know exactly what to do to fix the issue. Please look for the call from Majic Window. 

  Customer response

  01/23/2024

  Yes, they did come out on 1/10/24 but we have called them to ask the status and to schedule them to come out again and no one has returned our call. This is a pattern of theirs, they send someone out and nothing gets resolved. This has been going on since October. We will be satisfied when the window is fixed. Thank you. 

  

  Business response

  02/19/2024

  Good morning, The problem was solved we were out there 2-14-24 and replaced the glass and everything is completed on our end now. 

  Customer response

  02/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *******************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been dealing with Majic window warranty department for over a year now. The issues to our front main window still exist. Every single time they come out it another story about this part or cant do it today. Last weekend we had appointment on Sunday . My husband and I waited all day for the crew to arrive, no call no show . Our windows dont lock our house is left unsecured. This company warranty is useless STAY AWAY FROM MAJIC WINDOWS. Manager said things happened, instead of sending crew out the next day we have to wait to end of month. The window was installed crooked and needs to be replaced and reinstalled. There words!!! Honestly we just want our windows repaired. They leak air because its not installed correctly. Ive checked all my windows 4 of them leak air.. I checked them same way the repair girls that came to our house . She informed us there was no sealed on2 of the windows and no insulation We have gone to the ************* and applied for a permit to picked at there location.

  

  Business response

  12/01/2023

  I understand the difficulty with getting the windows fixed. The manufacturer that we used back in 2006 when we installed your windows is not one we use anymore and can only get certain parts. I do see that we have a whole new brand new window on order for you and we are just waiting for that to ship in. We can not do anything until we have that new window. We will contact you as soon as we receive it and get this situation handled.  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A few years back we had a shower installed in our basement bathroom. The job was finished and looked ok, and a much needed improvement of what I had. Around the drain for about 1/4 of an inch there was no real support for the floor base. The installer said it would be ok and shouldnt be an issue. They told be point blank not to use any kind of hard cleaning chemicals on the shower! Well the shower held out till recently until around the drain I noticed some cracking on the base. This was around the drain area. I reached out to Majic and they asked me to send pictures, which I did through texting on my phone. After reviewing the pictures they came back and said I was using harsh chemicals down the drain and voided my warranty. They were pointing out hard water spots on the picture indicating the harsh chemical issues. The reason I purchased the shower was because its supposed to be good with hard water issues. Anyway they said they would replace the flooring liner for $550, which is ridiculous. Also they stated if they repaired the liner, they would not fix the flooring underneath, which they did put in with the shower. They also said they could possibly redo the whole shower for a special price, but havent heard back from them on that yet. The shower is still in good shape but a lifetime guarantee should cover my issuesnot happy with them at all! The $2200 is an approximate amount. It could have been more.

  

  Business response

  10/26/2023

  I do believe that the tub service has this handled and is ordering you a new liner. 

  Customer response

  10/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *******************************

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The whole process and continued issues with them has been beyond frustrating. Paid the deposit in early 2021. Paid remainder of approximately ****** in September 2021. The manager ***** is a very poor communicator and ignores questions and complaints. Multiple attempts at getting problems fixed when happening, as well as repairs have been unsuccessful. I can not even get basic warranty information and repairs done. I am not sure how many times I can contact a manager asking when will the job be completed. My main complaint is in regards to the install job not being to standards and instructions from the manufacturer. This is supposed to be a maintenance free lifetime siding and I have already had to have more work done on it than my old vinyl siding. When dealing with the company have gotten poor responsiveness. Most of my questions are not answered despite asking multiple times. I was told I am under warranty but not what the warranty actually is. I am concerned with problems so early, if the warranty is 2 years then this lifetime exterior is nothing more than sales tactics. There are many areas that when I brought up things being done wrong, was reassured by multiple people at the company and are now becoming an issue. Less than two years later have gapping throughout the house and they came to fix some caulk once but did not do anything outside of reach while standing on the ground, leaving most of my two story house unfinished. Since then, have not been back to repair these issues despite me asking multiple people repeatedly. Have contacted the multiple different contact points at the company a couple dozen times over 3 months in an attempt to get this fixed. Can not even get basic warranty information from anyone. I am beyond frustrated at the amount of work this has become. For a project of this scale and for a job upwards of $****** there is no reason I should have anything less than what was promised.

  

  Business response

  10/19/2023

  Majic Window as reached out and now that you have the proper contact information communication should be no issue. We will have a *********************** Rep ******* the job to confirm that the job is up to their standards. Also, as a side note the warranty for siding is 30 year on the product, 15 year on the paint and 20 year on the sealant. Our warranty is a 2-year labor guarantee. 

  Customer response

  10/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I would also like a couple of the things **** promised me upon payment to be revised and completed as he said they would. This includes trim and metal work in the back corner of the house where it was poorly done as well as replacing the soffit vent that the crew threw out the cover for.

  I would also like contact information for who to contact in the future who can take care of future issues fully and in a timely manner as it has been four months and majority of seams on the trim need to be fixed at this point and have little confidence in this holding up for 20 years. 
  

  Please let me know when the rep will be present so I can be home as people have been sent to my house previously with no communication of their arrival.  

  Regards,

  *********************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  we have been in contact with the company and the sales person for our job and are meeting with great resistance in getting an itemized bill for the purposes of filing our income taxes with regards to the insulaltion installed. We have been told the only thing they will tell us is that 30% of total cost is for labor the rest is "materials". But no breakdown on how much is for the actual insulation. I think they want me to defraud ***************** Government to randomly guess how much was actually spent on the material. in addition we never received an actual bill. Everything after the sale was verbal

  

  Business response

  10/11/2023

  I am unsure of what you are asking. We deal with taxes, rebates and other forms of discounts for all customers. This is the how we have always explained it. We have never had an issue since being in business starting in ****. Please call us ************ maybe we are not understanding what it is you need. 

  Customer response

  10/11/2023

  We had roof  insulation and gutters put on our by magic windows.  We have been trying to get the price of the insulation part within that contract inorder to use that number on our taxes. So far majic keeps saying that can't give a detailed bill.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For the last two months, I have been trying to get Majic Window to fix my roof. Five years ago I purchased a roof with Majic Window. Over the course of the years there has been standing water on the roof when it rains in different spots. Now the water is coming into my home and leaking all over the place. To include the ceilings in my house and garage, basement etc. We paid someone to look at the issue and they stated it was a roofing problem. I then got in touch with Majic Window where they are giving me the run around. They sent ***** out to my home who agreed there were problems. ***** is a worker from Majic Windows. He promised a two week turn around and I had to call them back. Simultaneously I put in a claim with the roofing manufacturer, GAF who indicated they need sample of the shingles to make an assessment of whether or not it was a material problem. ***** did not bother to provide a sample of the roofing shingle. I purchased a life time warranty from Majic for over ****** dollars and now I am not getting any return calls and they have thrown me off on GAF who the representative is not returning my calls either. I cannot get any repair work down inside until the outside is fixed. Majic Window is in violation of their contract. I will discourage anyone from getting work here that I know. They have destroyed my roof by putting shingles up when they new there were problems. I have requested to speak to the owner and being ignored.I want them to fix my roof because it was improperly down. I cannot do anything inside my office. I am demanding the owner fix this issue now.

  

  Business response

  07/13/2023

  I have looked into this and I believe Majic has already replaced the roof and things are being ***********. 

  Customer response

  07/13/2023

  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. 

  The entire roof has been replaced on June 30th,2023 and the company contacted me to ensure I was happy the work.  I consider this complaint resolved.

  Regards,

  *********************************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My complaint is for warranty/guarantee issues with Majic--I called them back in 2018 regarding molding between the 2 panes of windows (5 windows) and they replaced them in record time--NOW I have only 1 window with the same problem, and another window that has warped/will no longer close/latch and it has now been 53 weeks since they were here to assess the issue. I have called numerous times since then and all calls have resulted in the same response/reply--they have been having in issue with the original company that manufactured the sashes, and they cannot get a replacement--they have 'suggested' that I call and talk to them in order to escalate the sash, and I have now twice, but nothing (as usual) has happened-same old story--I feel I have been patient enough, and I also feel that if you own a company, and offer a warranty, you need to honor it and find a way or solution to fix the problem any way possible--one of the sales pitch for me to purchase these windows was the 50 year warranty--I paid my price for the windows, I did my part, but Majic is not doing theirs--the gap in the window in the living room had to have duct tape over it to cut down on the draft that was coming in--this has caused my furnace to run more, which in turn has caused higher gas bills and my curtains to actually move from the 'draft'....this is unacceptable. I called yet again today and got the same scripted response--although they are very polite and apologetic, the problem, issue, window and sash are not being fixed. My next letter is to the Attorney General, possibly the news station, and last resort legal consultation--ugh--this is absolutely aggravating

  

  Business response

  04/13/2023

  I apologize that this has taken so long to respond back to but it does look as though we have a whole brand new window on order. We are just waiting on the manufacturer to send it to us for us to get that installed. We absolutely apologize the the length that this service has taken and we can't express enough that we are trying to move as quickly and promptly as possible. Once we receive the new endvent window we will have reach out to you to have this installed. 

  Customer response

  04/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I already received a voicemail the day of my complaint, and was basically told they are looking into getting the entire window replaced and they would get a quote and foot the bill, but she needed approval from her general manager first, but either way she would call me back with an update--as of today it has been 15 days with no update--not sure how long this next phase of trying to get the windows fixed/repaired/replaced will take. I must say I am extremely disappointed in Majic Windows, as when this happened a few years ago, it went so quick and smooth I thought I was dreaming--best communication and service ever--unfortunately I can't say this in this instance.

  Regards,

  *************************

  

  Business response

  06/21/2023

  In regards to your service we do have a replacement window on order for you and we are just waiting for it to ship in from the manufacturer. Install will reach out to you when we have it to get it installed for you. If you do have further questions please feel free to reach out to us.  

• Initial Complaint

  02/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My husband and I ordered 2 door walls and a bathroom window in September with a sizable down payment. They were to be installed in December. After many calls to the sales person we contacted a supervisor who said he would check out our order and get back with us. Many calls later still no call back!

  Customer response

  06/01/2023

  They finally installed end of April and now will not come back to repair there mistakes. 

  

  Business response

  07/25/2023

  I looked into this and this has been handled and completed. 

*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. ↩