Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  had 20 windows installed in 2018 for 22,007$ the reason i bought these windows is because of thier lifetime warranty and free service pledge. i used the warranty service once to replace some screens and was very happy. i attempted to have them come out on a service call recently due to a window leaking causing drywall and carpet damage and was told there would be a 160 dollar charge to come to my house. the warranty clearly states lifetime free labor workmanship and materials. i have contacted them several times to no avail. i would like you to contact the company and have them perform the warranty work as in the contract . thanks for your time

  

  Business response

  01/30/2025

  Service fees are applicable after the 1st year.  This was installed in 2018.  Miracle Windows is willing and able to service however customer needs to pay the service fees for the services they are requesting. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  4/5/2024 Salesperson, *********************** falsely represented himself and his Father as proprietors of Miracle Windows and Sunrooms.Address given for cancellation was vacated by Miracle Windows and Sunrooms @5 months prior to sales meeting. There was no Miracle and Sunroom personnel present at the ************************** address to accept the cancellation upon my arrival. Window measurement for a second-floor window was performed inadequately from the ground floor without a ladder using a metal tape measure. It is physically impossible to read the measure at that distance. Messages regarding my concerns about the ability to manufacture custom-made windows and doors based on the insufficient measuring and concerns about damage to exterior cement fiber board were ignored by ***********************, salesperson and General Manager, *************************. without notice and without any follow-up, *************************** did not show up for a confirmed appointment for July 8th. Miracle Windows and Sunrooms has failed at every step. Now the company is sending me harassing letters and threatening to put a lien on my home.

  

  Business response

  08/21/2024

  Miracle Window and Sunrooms has contacted the consumer requesting the postmarked letter that reflects the cancelation request in writing within the 3-day cancelation period. We are currently waiting for a response to the email that was sent offering options to resolve the matter. 

  Customer response

  08/28/2024

  I have tried to work with Miracle Windows & Sunrooms in spite of having driven to hand-deliver cancellation only to learn they had vacated the address 5 months prior.  Miracle Windows & Sunrooms knowingly mis-lead me, the consumer, by having me sign a document with a false address where they knew they could not be reached. 

   They have never responded to my complaint regarding the mis-measured window.  There was also a text confirmed installation date documented in my last correspondence for which the installer never showed and never called.  I assume because of the improper measurements and inability to install.

   

   

   

   
  

  
  

  Customer response

  08/29/2024

  I have tried to work with Miracle Windows & Sunrooms in spite of having driven to hand-deliver cancellation only to learn they had vacated the address 5 months prior.  Miracle Windows & Sunrooms knowingly mis-lead me, the consumer, by having me sign a document with a false address where they knew they could not be reached. 

   They have never responded to my complaint regarding the mis-measured window.  There was also a text confirmed installation date documented in my last correspondence for which the installer never showed and never called.  I assume because of the improper measurements and inability to install.

  

  Business response

  09/05/2024

  The customer was contacted on 7/9/******/**/2024, and 7/12/2024 once the material for their installation arrived. The consumer then came in to the office on 7/15/2024 requesting to cancel their contract. This was outside the cancelation window. Our **************** Admin Manager sent an email to the consumer on 7/18 in good faith with two options for resolution. The manager then sent a follow up email on 8/5/2024. The consumer did not respond. On 8/30 and 9/5 our Customer Relations Manager followed up with the consumer regarding our efforts to reach a reasonable resolution. To date, Miracle Window and Sunrooms has not heard back from the consumer. We ask that they contact us at their earliest convenience so we can move forward to resolve this matter.  

  Customer response

  09/11/2024

  You may have received inaccurate information from the company.  I have been responsive. I left voicemail for *********************** on Friday, September 6th.  Hers and my calendar did not sync up for a Monday call,  

  This morning I have sent two suggestions for date and time specific call.  I have a job Monday thru Friday so I have to take time away from the office to work on this matter with Miracle Windows.  

  

  Business response

  09/17/2024

  Leaf Home Enhancements DBA Miracle Windows and Sunrooms have reached an amicable resolution to the customer's satisfaction. Once the documents have been signed and returned by the consumer this will resolve all matters within this complaint. We appreciate the consumer's time and willingness to work with us.  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Contract for windows signed and windows ordered in January 2024.. Installation started March 12,2024. Error in measurements by company. Told new windows would be ordered and arrive for installation within 2 weeks. It is now July 16,2024 and still no completion of work. Ive called company multiple times with no resolution.

  

  Business response

  07/25/2024

  On 7/19/2024 an inspection was completed and it was determined that 3 double hung windows needed to be replaced. The order has been placed and the current estimated date of arrival is 9/16/2024. Once the windows arrive on 9/16/2024 we will contact the customer to schedule installation services. 

  Customer response

  07/25/2024

  [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 is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract was signed 9/9/2023 and a deposit of $12,000.00 was paid. Remainder of money was paid 11/15/2023. November 14, 2023 the installers came to install our impact/hurricane windows.2/24/2024 one of the original installers reported to ****** in the ***************. office that one of the newly installed windows has a crack extending the width of the window he took pictures and sent them with his message to ******. I've made several calls to the ******************* and to a person named ****** at the corporate office, her number is ************. ****** informed me ****** is no longer with the company and a person named ****** will contact me. I haven't heard from him or anyone else. I've made numerous calls, text messages and emails to them with no results, we still have the cracked window. The windows have a lifetime guarantee. Please help us get this window replaced. No one seems to want to help me with this with this company. Thank you, *******************

  Customer response

  07/16/2024

  7/16/2024. I just received a text from Miricle Windows stating they are ordering the replacement window today. 

  

  Business response

  07/19/2024

  The replacement window has been ordered as communicated to the customer on 7/16/2024 and it is scheduled for delivery to our local office on 8/21/2024. The Installation Manager will follow up once it has arrived to schedule the service. 

  Customer response

  07/19/2024

  The cracked  window was reported to the company in February 2024 and Im hoping the current Installation Manager follows through with their response. These are very nice windows. It appears the involvement of the BBB is helping with this situation.

  Customer response

  07/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21981534

  I am rejecting this response because:The cracked  window was reported to the company in February 2024 and Im hoping the current Installation Manager follows through with their response. These are very nice windows. It appears the involvement of the BBB is helping with this situation.

  Regards,

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

  

  Business response

  07/22/2024

  As previously stated that replacement was ordered and the expected delivery date is 8/21/2024. Once it arrives our installation manager will promptly follow up to schedule service to replace the customer's window. 

  Customer response

  07/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21981534

  I am rejecting this response because: I will be satisfied once the cracked window has actually been replaced per the companies lifetime warranty. 

  Regards,

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

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased all new Windows (16 total) from Miracle Windows in November 2023. In February 2024 I noticed minor issues with a few of the windows (details below). I submitted a work request in February through the Miracle Windows number **************, which answers as "Leaf Home Improvement". A week later I received a phone call from the service representative for the ************ area who told me they were "backed up" and it would be a couple weeks before he could address my issue. I have contacted him every month since February *************************************************** May that the representative did not show. I complained to the "corporate maintenance line" in April about the extended delays. I called corporate again in June and left messages with no resolution. The local maintenance representative is again ignoring my calls and text messages.Window problem details: Four windows allow cold air to pass between the two double hung panes (a simple of deformed felt strips). Two of the double hung windows are under extra spring pressure that causes them to pop apart automatically when unlocked and makes locking them difficult (unlike all the other double hung windows).

  

  Business response

  08/01/2024

  Service is scheduled for 8/7/2024 with arrival between 8am-10am. 

  Customer response

  10/29/2024

  Miracle Windows Installed 16 new windows in my home in December 2023. I submitted a maintenance request shortly after for two windows that do not open properly and for 6 window seals that have manufactured defects that allow cold air to pass between the double hung windows. I have followed up asking status monthly. In July the company stopped answering or returning calls. Only after I emailed the parent company Regency Windows did I receive a call. In August a tech (who no longer works for Miracle Windows) inspected and verified the issues. It is almost November 2024 and I have no anticipated date of repair.

  

  Business response

  11/01/2024

  Service is scheduled for 11/12/2024 with arrival between 9am-11am. 

  

  Business response

  11/01/2024

  The service appointment has been revised to 11/14/2024 with an arrival between 9am-11am per customer request. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Miracle Windows replace every window and the sliding door in our home. We have asked them several times to come and replace the screen door they installed with the sliding door. It will not lock. At first they scheduled an appointment, which no one showed up to, and from that time forward they have said someone will call back, and no one has bothered.

  

  Business response

  07/15/2024

  Our local Installation Manager has contacted the customer by phone with a voicemail left on 7/15/2024 and an email was also sent today for the customer to call the manager back  so that they can schedule service. As soon as the customer contacts us we will be glad to schedule service. 

  Customer response

  07/15/2024

  We did receive a call today and I was on the other line.  I immediately called back and left a message that I would be available tomorrow if they would please call back to schedule a time.  So far we have not received a return phone call but i am hopeful they will call.  Unfortunately, they had scheduled a time in the past and never showed up, so I cannot give a response as to whether I accept or decline their response until they actually show up to do the work.  Thank you!

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We entered into a contract to have our front door replaced. The door was installed on May 23rd. There were numerous issues with the installation, which included the orientation of the door being incorrect, damage to the wall and shoddy work. I immediately called the office to state my concerns and was told I would be called back by a manager to resolve my concerns. Never was called back. I called back on 3 more separate occasions looking to speak to someone and was finally told that there was a manager being replaced and that I would receive a call in 2 days by the new manager. That call never came. I called again two weeks later and asked to speak to the representative who I last spoke to, and was told that he went to lunch at 2:30 and that he would call me back when he returns from lunch. He never called me back. We want answers. After 6 weeks how does a business never reach out to the customer after doing a home improvement and ask if there were any issues or if they were pleased with the experience. We are not satisfied! The only plus to this experience is so far we have only paid the down payment. And since they dont return our calls they wont receive the rest. We just want someone to contact us and deal with our concerns.

  

  Business response

  07/11/2024

  Our Installation Manager ordered a door on 7/3/2024 and we are waiting for an estimated date for delivery. Once the door has arrived, our Installation Manager will contact the customer to schedule service as soon as possible.  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the past year I have had multiple issues. Most recent is the caulking has turned a yellow orange in color and the soft touch doors not working properly. Tech was here and replaced the caulk. Techs have been here several times in the past to address the door issue. The 3rd tech in February informed me that the soft touch mechanisms were in the the wrong spots. The tech on 6/26/24. leveled the the top frame with a piece of card board. At that time we discussed what chemicals we were using to clean shower. Water and white vinegar.. No mention of abuse on soft touch doors. did discuss the weight of the doors 120 lbs a piece. Tried to assist in try to find a better type of mechanism. texted info to Don *********** mgr. I followed up with him and was told we are man handling the doors and there is a special way to close doors. I have several other soft touch products and we know how it works. We are going to get a ****** from the tech on how to open and close a shower door. I proceeded to go to ********** to discuss issue and possible solutions. The pep at ********** indicated it was an alignment issue with the doors and a faulty design on the mechanism. Since day one of my shower instal it's been one hassle after another. Poor customer service in returning calls. The lack of knowledge of soft touch mechanism. I did not ask for the soft touch doors. Now its getting to the point that they don't want any responsibility in repairing the doors/since warrantee is running out. The sliding doors are nothing but an issue and will continue to be a maintenance issue. The issue is that we are the problem with the doors per Miracle windows and Bath. I have so many issues with this shower install when one would think it would last 20 yrs. But the first year has been a total disaster.

  

  Business response

  07/11/2024

  Our Installation Manager has ordered the necessary materials for the sliding glass door on 7/11/2024. As soon as the material arrives the Installation Manager will contact the customer to schedule service. The materials needed have been special ordered, so please allow 7-14 business days for arrival of the material. 

  Customer response

  07/17/2024

  This complaint has not been satisfied at this time.  Repairs not completed. Was told would take some time to get the parts needed to repair.  

  

  Business response

  07/29/2024

  Service was completed to customer satisfaction on 7/22/2024

  Customer response

  07/30/2024

  Service has not been completed.  No contact from Miracle Windows and Bath has been made.  It is a shame that they would close this complaint and not actually repairing or replacing the soft touch mechanism.  This is par for the course trying to work with them on the repair.  

  Customer response

  07/30/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21925071

  I am rejecting this response because:Service has not been completed.  No contact from Miracle Windows and Bath has been made.  It is a shame that they would close this complaint and not actually repairing or replacing the soft touch mechanism.  This is par for the course trying to work with them on the repair

  Regards,

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

  

  Business response

  08/08/2024

  Service is scheduled and confirmed for 8/9/2024 with arrival between 8am-10am 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought windows on March 23, 2023 from this company. They were installed in August 2023. On December 16, 2023, we had a big storm that came in from the east. My master bedroom that faces east had a flood under the window and corner. I called a leak detection company and they came out a few days later. They determined the window was leaking. I called Miracle Windows and left messages. Called several times and finally got in contact with **** and ****. I sent over the report from the leak detection company. They said they would take care of it and to get a quote for water mitigation and construction work. I did that and sent it over. Miracle decided to go through the insurance company because the cost was at *******. I got a call a few days later and ****** asked for some things. Told me I would be getting a call from two adjusters. I had no idea they subcontracted out their installation. They told me everything was done in house. The insurance said they would only give me 2300 not including the leak detection I paid for. I didnt agree. They sent over one of their independent insurance adjusters and he ended up agreeing with them. Though this whole time Miracle never came out to see what the problem was. They neglected to secure my home from more water damage. Finally someone came out and just put some caulking around the window. At this point I dont even know if its still leaking or not. I have legal services with work and asked them if they could help. The attorney said to get a mold detection in the mean time. He sent out a demand letter for 6500. They refused. This is even after the mold report stated I have major mold and advised not to sleep in my room. The attorney could no longer help as it wasnt his field. I am now stuck with mold in my bedroom and sleeping in my dining room on a mattress. Miracle should be paying for their bad workmanship and neglect of fixing a problem they cause. I had no water damage or mold and now I have both because of them.

  

  Business response

  06/18/2024

  *****,

   

  Local office confirms service was completed on 6/12. They uninstalled and reinstalled the window that was having issues. One window has to now be reordered due to some damage to the trim during the reinstallation. At this time, we do not have an ETA.

   

   

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

  Customer Relationship Manager | Leaf Home

  Third Party Dispute

  1595 Georgetown Rd | ******, **** | *****

  Direct: ************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a contract with down payment on end of January. Install date was to be first week of April. Not told of any delay/problem until I called the second week of April to inquire about status. Told 14 May. Have called repeatedly and get no answer or call back from my voicemail. Concerned that we are being scammed.

  

  Business response

  05/21/2024

  Miracle windows has reached out to the customer to schedule the installation as the windows were just received in warehouse.  We ask customer to please call our installation manager back to schedule. 

  Customer response

  05/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21734812

  I am rejecting this response because: 

  First, thank you BBB for getting involved in this dispute. You have received more communication from this company than we have in four months. Interestingly enough, this is the only communication we have received from them since we asked them to cancel our order. We had to contact with them after the scheduled installation date in April to find out that the windows and doors had not arrived and would not arrive until 14 May. After 14 May we tried multiple times to contact them about for an update. It was not until after we contacted their corporate office (repeatedly) about canceling the order did we finally get a response from someone. It was truly a Miracle that the finally products were in. We dont trust them to schedule. If  calling them were so easy, we wouldnt have had to get BBB and the state involved. Read the reviews on your site and other social media sites about their shoddy work. It is pretty much documented. Our complaint was to cancel the order  and get our down payment back. They seem to pretend like this is business as usual.  *****, for them, it is.  

  Regards,

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

  

  Business response

  05/30/2024

  Installation is scheduled for 5/30/24 with arrival between 10 am and 12 pm 

  Customer response

  05/30/2024

  It is 2:30 on 5/30 and the instillation team is not here. I had to make a couple of phone calls to find out if they were coming. I am now told they will be here between 2:30 and 3:00 and they will contact me when they are on their way. I have not been contacted and I am not holding my breath. Sigh. 

  Customer response

  05/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21734812

  I am rejecting this response because: It is 2:30 on 5/30 and the instillation team is not here. I had to make a couple of phone calls to find out if they were coming. I am now told they will be here between 2:30 and 3:00 and they will contact me when they are on their way. I have not been contacted and I am not holding my breath. Sigh. 

  Regards,

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

  

  Business response

  06/06/2024

  Customer originally purchased ************************* and 3 doors from us along with service of installation. 4 windows were installed, and 3 more windows were provided.   Customer has agreed to modify their purchase to the installed windows along with the purchase of the 2 additional windows without installing those 3 windows.  At this time, we are waiting on the modification of the permit and then the final inspection can be scheduled with the city.  Once the final inspection has passed, the complaints be completely resolved. 

  Customer response

  06/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21734812

  I am rejecting this response because: We agree the business is working in good faith to make good on the remaining windows being measured incorrectly and the doors never being ordered. But, we have not yet reached an agreement. Hopefully this will happen soon. 

  Regards,

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

*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. ↩