ComplaintsforMiracle Windows & Sunrooms

• 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. 

• 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,

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

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My contract with Miracle windows started in (2021). I contracted with them to replace every window in my condo. This is where the problem began. They sent a brand new, unsupervised team out to put in my windows. What should have taken 2-3 days to complete took over a month. The windows were put in incorrectly, the front window was left for over 2 weeks with sticks holding the windows in place, I was getting warnings from my HOA, it was ridiculous. I reached out to the "cooperate office" and nothing happened. After many complaints a worker (who's son worked sometimes for M.W) got him to come out and fix the windows that were installed incorrectly. Supposedly the team was fired, but I was dealing with the aftermath and having to take extra days off.Push forward to February 19, 2024, in my contract they must replace torn screens and any other problems with the windows for life. I called and told them I had several ripped screens and several broken plastic screen locks. I was told someone would contact me. Making this shorter I called March 4, 12, 20 and April 1 and emailed for service. On March 20th ****** called to schedule an appt. we tentatively scheduled for Friday March 29th, on 3/29 I texted and said when can I expect you, they said let us check never heard from them that day. On Saturday at 12:06 pm some guy calls and ask what building I am in stating he is from MW. I said I am on my way to *********** no one can let you in. He said I can replace your screens from outside - I said no you cannot? I am on the 2nd floor, how will you lock the screens? Just incompetent. I called MW the next day telling them what happened and how no one should be sent to do repairs without an appt verified. 4/4 - had the repairs scheduled for 11-my dad was meeting them to let them in - the worker was there 10 min. stating they would have to order the screens and locks- again unacceptable and incompetent. This is one of the worse companies ever. Most overpriced and unprofessional.

  

  Business response

  04/29/2024

  The locks were ordered on 4/23/24.  The typical delivery window for this is 3-4 weeks.  Once the parts have been received in warehouse, we will reach out to the customer to install. 

  Customer response

  04/30/2024

  This is my problem with the company. They sent the service guy out on April 4th. I had someone sit at my condo to let them in. They never called me to tell me next steps. I called them on April 19th to follow up and they finally put the order in on April 23rd?!?!?!?!?!?! They only put the order in because I called and demanded to speak to a supervisor. I told him I will be I will keep waiting and counting the days.  This attempt to get my windows repaired started in Feb. and probably won't be fixed (as they told BBB) by the middle of May (that is when the parts will supposedly be in).

  This business is a nightmare to work with.

   

  Thank you. 

  *****

  

  Business response

  05/01/2024

  The locks were ordered on 4/23/24.  The typical delivery window for this is 3-4 weeks.  Once the parts have been received in warehouse, we will reach out to the customer to install. 

  Customer response

  05/01/2024

  [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: 21597468

  I am rejecting this response because: I starting requesting the screen replacement of windows and locks in Feb. they came out April 4th and told the person I had let them in that they had to order parts, I never received a call. I called on April 19th to see why I didn't get an update after they visited my condo and they said orders take 3-4 weeks.  They stated to the BBB that they placed the order on April 23rd - so the order was only placed after I called on the 19th, not on the 4th - 2 1/2 weeks after they came out.  They do not follow through with calls and do not do what they say they will do

  Regards,

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

  

  Business response

  05/03/2024

  Hello.  We understand your frustration however the locks were ordered on 4/23/24.  The typical delivery window for this is 3-4 weeks.  Once the parts have been received in warehouse, we will reach out to the customer to install. 

  Customer response

  06/06/2024

  I had ********* worth of windows put into my condo with the warranty that screens and any issues would be covered for life. I have been trying to get a couple of screens and locks on the screens repaired since Feb. 13. I have called multiple times 2.15, 2/19. 3/4, 3/12, 3/20, 4/1. they said they would send someone out on 4/12 - by that afternoon when no one showed I called to ask if they were coming. On Saturday I get a call from someone with the company saying they were on the way to my house - I told them I was on the way to ***********. The guy said he could do the screens from outside, I said no you can't I live on the second floor. I set it up for them to come the next Thursday and my dad was there to meet them. The guy came and said he had to order the parts (even though the other guy was going to do it from outside my condo- with what parts). I never received a follow up call about the visit, so I filed a complaint with the BBB. When they received the report they said they ordered the parts on the 24th (2 weeks after they were supposed to be ordered) and they would be in in 4 weeks. I still have not heard from the company. This is the most unprofessional and unreliable business I have ever dealt with.

  

  Business response

  06/12/2024

  This matter is being reviewed with our property damage team.  Our service is scheduled for 6/12/24 with arrival between 10 am and 12 pm to uninstall and reinstall windows.  Once the reinstall is completed, we will reach out to the customer to resolve. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In summer 2023, I contracted with Miracle Windows to replace a sliding glass door. Their team took measurements and in August, removed the existing french doors in my house and installed the door. However, the measurements were incorrect and the door they installed was considerably smaller than what was ordered. It took nearly two months for the company to respond to me and in October 2023, new measurements were taken. Afterwards, the company was radio silent for several months and it wasn't until January 2024 that they came to install the new door.Once more, the door was the wrong size, it opened the wrong way and was of lesser quality than the original door and what I was expecting. Additionally, now water gets in my home during a bad rain storm.It is now March 2024 and no one will respond to calls to have this fixed. I have had several calls with the company and each time I am promised that someone will call me back in the next two days to schedule served; however, I never receive a call back.

  

  Business response

  03/14/2024

  Customer received a call and text message on 3/12.  Customer called 3/13 and asked us to call back after 3pm on 3/14. 

  Customer response

  03/14/2024

  [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: 21383883

  I am rejecting this response because: no call was received on 3/12. I received a text at 7:44 PM on 3/12. I answered immediately asking for a contact after 2 PM the next day (3/13). No calls from company or to company happened on 3/13. I received a text at 10:23 AM on 3/14 asking if a call after 2 PM was okay. I responded that any time today is fine. 

  Regards,

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

  

  Business response

  03/26/2024

  Service is scheduled for 4/2/24 with arrival between 10 am and 12 pm. 

  Customer response

  05/09/2024

  Was called on 4/1 concerning the 4/2 install and told a part of the door was missing so no install could occur but would be called by 4/8 to reschedule.  No call.  *************** on 4/15 for answers and was told on 4/17 that the install manager reported speaking to me and answering my concerns.  This call did not occur.  I requested all communication be completed through email for a record.  No contact has been made since 4/17/2024.  Issue remains unresolved.

  

  Business response

  05/14/2024

  This matter resolved to customer satisfaction 

*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. ↩