Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our windows were installed in June of 2021. Two sets of windows had cracks in the frames from the install. The company has come to our home 5 times with the wrong parts to fix the windows. They do not follow up or return calls. We posted a negative review on ****** in October 2023 which promptly got us a call. They offered to by us $400 to remove the complaint with a promise the windows would be fixed within a few weeks. The check required us to sign an agreement to post no further complaints so we refused. The service tech returned again 11/21/23 and did not have right parts. We have had to take days off work to be here. We do like the windows, but feel that 2.5 years to correct a problem is a bit long. We also have to call and remind them and follow up on them, this is not customer service. They should stand by their work. We have made every payment of the contract while not receiving resolution.

  

  Business Response

  Date: 02/27/2024

  Good morning, We understand the process of getting the parts and getting things fixed can be frustrating. Unfortunately we do have to wait to receive the parts from our manufacturer and that does take time for them to make. We are scheduled for another service to come out and complete the issues on 3-30-2024. 

  Customer Answer

  Date: 03/09/2024

  I did not see the email message from 10 days ago.  I am still not satisfied with the response  from Magic Windows.  Yes the are coming our again on March 30th.  They were supposed to come out on February 24th to resolve the issue, but yet again the wrong parts were made.  They claim this is taking so long because they have to order and make the parts which takes time.  But they have repeatedly ordered the wrong parts leading to a 2.5 year delay that has caused us to miss work for the service call only to discover upon arrival that they have the wrong parts.  With the repeated issues, clearly on their end, we should be entitled to some from of compensation.  They had offered us money to take down a negative review.  This required us to sign a waiver stating we would never again post a negative review.  Since we financed through them, we have continued to pay our bill on time even through this issue has not been resolved.  

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 10/26/2023

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

  Customer Answer

  Date: 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

  Date:10/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 07/13/2023

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

  Customer Answer

  Date: 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

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/25/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB complaint against Majic roofing??We changed our roof on 09/16/2022 with Majic Roofing (part of Majic windows **** On the day of work crew manager clearly mentioned our OSBs are looking good and dont need any replacement. They didnot take any post work completion signature (release form) one they finished changing roof. However around 45 days from changing our roof I got the first call from Majic window rep stating that "I have a balance on my account and need to pay for 29 OSBs which they changed during new roof installation". I asked for pictures and post completion inspection report. They never sent me any work inspection report. But sent me pictures as a pdf. After looking at the pictures its very clear that they mixed up our home pictures with some other home and asking me to pay for OSBs which were used in some other home project.1. Pictures in pages **** do show the work related to our home - no OSBs replaced 2. Pictures in pages 12 -16 dont belong to our home - OSBs replaced Pages 14,15 show wooden back yard fence. Our community (HOA) dont allow any fences. Page 12 show a pedestrian walkway in the front. Our community donot have any common walkways infront of homes I explained the same to their manager and they agreed there is a confusion and said they will get back to me. But every week some new person calls and talks very rudely that I have balance and I need to pay. I even offered them to come and see for themselves in my attic if there are new OSBs installed and show me the same. They simply rejected by stating that its a waste of their time to come down to my house and instead I should pay them money.Clearly they are trying to charge me for the OSBs that they didnot replace and I request BBB help in resolving this dispute.

  

  Business Response

  Date: 02/02/2023

  Majic Window has resolved this issue with the customer. We recognized the installer attached the photos of OSB replacement to the wrong customer's file and have removed any "balance" for OSB work we did not perform on this customer's home. We apologize profusely for the confusion and misunderstanding on our end. We appreciate the customer's patience and understanding regarding the entire situation. Thank you.

  Customer Answer

  Date: 02/04/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 18461235, and find that this resolution would be satisfactory to me.  I will consider this complaint resolved.

  
  

  Regards,

  
  

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

• Initial Complaint

  Date:11/14/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  New windows and doors installed late March 2022. They were ordered early November 2021 and promised **** week lead time. I had to babysit and follow up on progress/installation status the entire time. Majic rushed my window order through and finally got installed late March (almost 20 weeks later). Due to the extremedelay, Majic had to run my credit again for financing without letting me know as well - so it was ran twice affecting my credit score. After install, 5 of 8 windows didn't open and had to have them come back and fix early April. The slider door was installed wrong as well. A new window needed to be ordered and was ordered and am still waiting on it to come in (4 months later with no timing in sight)A representative was supposed to come back out today (8.17.22) to fix the slider door yet again as all the weather stripping is falling out and called and pushed appointment to the afternoon early am and then at noon today called and asked if it could be rescheduled to the next available appointment time (Friday 8.19.22 afternoon)I paid for what is supposed to be a superior product being fiberglass instead of vinyl, but have received nothing but an inferior sub par product and service with an extreme lack of organization and customer satisfaction. This is by far the worst company I have ever dealt with. I am requesting at least at 30% refund on the order as it is 1 year later and the job just got completed 10.13.22 . Service Address: *****************************************************

  

  Business Response

  Date: 02/02/2023

  Majic Window has addressed and corrected all service related issues with the product. All work was completed on 10/13/2022. Unfortunately, Majic Window will not be offering the customer any kind of refund due to the delays they experienced with servicing the windows, as the delays have been widespread among the industry and is out of our control. We apologize for the inconveniences and delays the customer experienced and ensure the ******* warranty on the product represents how superior the product is compared to the vinyl windows we replaced in the customer's home. We appreciate your business and understanding regarding the delays in servicing your product. Thank you. 

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a bathtub liner from Majic Windows several years ago. About a year ago, I called about the tub having an air or water pocket between the old tub and the liner they installed. A repairman came out and drilled a 1/4" hole in the liner and said they would order a new one. 4 or 5 months passed and I never heard anything from them about the replacement. I called and talked to ***** and he asked me to send pictures of the tub. I did that and I waited. A few months passed and nothing happened. After I kept calling them, they finally set an appointment to install the new liner. The day they were supposed to install it, I called to verify that they were coming out because they missed their appointment time and they told me the supplier sent the wrong tub and they would have to order a new one. They never called me to tell me this. It has been about a year since this started and this issue still is not resolved. I have called many times and left messages with them and my calls are not returned.

  

  Business Response

  Date: 11/09/2022

  We have received this customer's tub liner and the installation manager, Faith, will be contacting the customer to schedule the installation of the new liner.

• Initial Complaint

  Date:10/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought this house in 2012 and the windows were already here. Was told by a guy that was selling majic windows in are neighborhood that we have Majic Windows and that they have a life time warranty to call the company and have the account switched over. I first spoke to a ******* on 1/7/14 and was told to write a letter to Majic windows customer service with a hundred dollar to switch over information in are names. Called back on 9/19/14 and talked with *******. Used credit Card to transfer windows into our name. Transfer fee $100. Talk to **** on 7/12/21 and he was sending out some one to look at the windows. Company came out on 8/2/21 to look at windows that needed fixing. Was told she would order the parts but never heard back. Spoke to a **** on 4/22/22 Regarding parts that were supposed be ordered last August 2021 because companys never got a hold of me. Was told they couldnt find my account but they ended up finding it because it still was under the old name. **** said she would look into it and again never heard back. Called back 7/1/22 spoke to ******** because I still havent received my parts and was told that the company doesnt use this manufacturer no longer and that they tried calling them, but get no answers that maybe I should try calling. Which I did and received no answer. Called back and talked to the supervisor Faith 7/18/22 said she had to emailed a ****** their order manager regarding what is going on and that she would call me back, again ***** never called me back. I called back and was told by her that they would send someone out to look at my windows and see what has to be done. ***** came out to my house on 8/8/22 to look them and at my master bedroom window, that is now not opening correctly. He said theres nothing they can do but to replace all my the windows. Never heard from them since and Ive called several times and Ive gotten the run around.

  

  Business Response

  Date: 11/09/2022

  Our service technician noted on the service sheet that the windows needed lock and keeper rails in order to fix the issues the customer was experiencing. We did pick those parts up from the manufacturer and have the customer scheduled for 12/12/22 to install said parts and address any further issues at that point. 

  Customer Answer

  Date: 11/10/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  **********************************************