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:08/28/2024

  Type:Customer Service 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.

  I had my windows installed on 12-10-2023. July of 2024 I wanted to clean my windows and screens. I tried getting the screens out, but after much frustration 2 screens wouldn't come out,2 tabs broke and now I'm unable to get the screens back in.I called customer service 5 times with no response. On 8-7-24 I emailed the vice president,****** ******. He responded the same day. He asked that I call him the next day in the afternoon. I did call and I had to leave a message. I called again the next day. I emailed him again 8-8-24 then again on 8- *****. That was my last email expressing my ***************** this point I'm so beside myself if I open my windows bugs fly in through the opening where screen doesn't close. After spending $10,000 on my windows I expected service when I need it. I just want my screens to work.Sincerely, ******* ********

  

  Business Response

  Date: 09/13/2024

  The service depart will be reaching out today to get service set up. Unfortunately we do not have any voicemails from Mrs. ********* We will reach out and give her the proper number to call for service. 

• Initial Complaint

  Date:08/23/2024

  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.

  ** 2/29/24 I placed a deposit of $2160 for the installation of a new shower. At the time, measurements were taken and I was told a second measurement would be scheduled at a later date. Additionally, the sales **** **** wrote on the contract the right to cancel was waived because the order was being expedited. By 6/10/24 I was still waiting for the second measurement and placed a call to my sales **** asking when we could expect the 2nd measurement. I had to leave a message; no response was given by the **** ** 6/11/24 I called the installation department and was told the paperwork had been misplaced causing a delay. A second measurement was completed and I was told installation would be some time in August, though no date was set. ** 8/19/24 we called the installation department again because no installation date had been set. I wanted my $2160 refunded. I was informed that the contract stated we have 3 business days to cancel and we would not be refunded. I was also given the option of speaking to a manager or scheduling the installation for November. I asked to speak with a manager, at which time the call was disconnected and a manager never called. I feel that Majic has not fulfilled the obligations of the contract to expedite and complete the contract within reasonable expectation, the cancellation clauses not withstanding, and a prompt return of our money is warranted.

  

  Business Response

  Date: 08/27/2024

  The material is on order and we are just waiting for it to come in. We do not schedule till we have the material. We can not just cancel a binding contract due to manufacturer delays. We will call as soon as we receive your materials and get you scheduled asap. 

  Customer Answer

  Date: 09/03/2024

  
  
  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:
  
  My reasons for rejecting this response is well represented in the initial complaint.  If after 6 month of placing an order for the installation of a shower, the necessary materials have not be delivered, that leaves me with little confidence the job will be completed. Additionally, no timeframe was given as to when an installation date would take place.  If Majic is able to provide an installation date that would go some distance toward resolving the issue. Until then, I consider my request of the return of my money reasonable. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/06/2024

  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.

  Due to the recent rain we have had in ******** in May 2024 we had a window leaking lots of water. Majic Windows had prepped the window fo replacement by taking out the screen and cutting around the window. We complained about the screen at first with no support for replacement. I found out While inspectimg the leak what they had done. the finally sent out a tech and he confirmed the issue. Major wouldn't return my calls for a month until I set up an appointment to go to their offices. They called me that morning and said I couldn't prove it so they were doing nothing. I don't have the tools to do the damage they did

  

  Business Response

  Date: 08/27/2024

  We went out to investigate the cause of the water leak on 6-20-24. Our service tech took pictures of the window that is leaking that is not one of our windows. The customer claims our install team from 2021 removed a window and reinstalled it. The job was installed in  2021 and the customer has never had an issue until now and it is not one of our windows. We are not responsible for this window. 

  Customer Answer

  Date: 09/06/2024

  Rhe respose is unacceptable.  I did complain ro the original sales person  within two months.  He laughed it off and said he would get back with us.  I wasn't concerned until we had a heavy rain and our floor was drenched.  When I looked at the cause,  I found out the window had been prepped removing the seals and cutting out the flanges.  Majic sent out a technician and he agreed.  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22100344, 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,
  
  
  
  Glen Degrendel

  

  Business Response

  Date: 10/09/2024

  We will not fix a window that we did not replace and is not our window. 

• Initial Complaint

  Date:06/27/2024

  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.

  On April 9th I had Majic VP come out and sell us windows. We were glad with the offer and his services. He explained things well and was very nice. He quoted the project for beginning of July and said a man will contact me for final measurements. It is now the last week of June. Almost 4months later and Majic has yet to schedule me for my measurements. Majic took a 6k loan for materials but have not done measurements, so why order parts? The man reached out and said he would get to me in 2 weeks. gave me no time and said he would call me to confirm. 2 weeks later I reached out for confirmation and for the time he planned on coming because he never called me back to confirm those details. I asked for them to reschedule no response. I called my rep, he told me he would get a reschedule. It has been 3 weeks now. As I mentioned July 9th will be 4 months and all I have received or been notified of is nothing. I called the office angrily I admit and I do apologies for my anger. The manager claims to get the man out to schedule but This would be the third time they told me this and disappeared. I asked for Majic to just cancel the renovation due to unknown deadlines, poor communication, and project not being began on timely basis. the manager claims that is not possible. I know this is not true because the loan company has put i two requests and says it is possible, Majic is not accepting. When I call, I get sent to voice mail and my reps number in straight to voice mail. I am asking for Majic to please free me of this window installation and cancel the project, because they have not done anything at all. They haven't even measured my windows, I cant see how any harm is done to either parties. If not, I ask Majic, please be willing to provide details on Materials ordered, start date, completion date, timeline of project and any other promises in writing so I can keep on record. I am afraid Majic plans to string me along for years trapped in a loan with no work done.

  

  Business Response

  Date: 07/12/2024

  The windows have been measured and are already in production. We will contact you as soon as we receive them to get you installed. 

• Initial Complaint

  Date:01/30/2024

  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.

  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

  Date: 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

  Date:01/04/2024

  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.

  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

  Date: 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

  Date:12/31/2023

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  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,

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