ComplaintsforMiracle Windows & Sunrooms

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased windows for the entire house on 6/24/2023. The next week they came out to measure. We were told it would ***********-8 weeks for the windows to come in. They began installation on 11/9/2023 (15 weeks later). This was not that big deal at first, but we did already withdraw funds from our HELOC to pay for these and were already paying interest on money that we did not spend yet. Midway through the install on day 1, they tell me that they don't have any or the interior trim for the windows. Then later in the day I find out the wrong glass was installed in our front windows (glass was missing the grids). Then I find out that they mismeasured 2 additional windows (after they had already been cut out). So they reinstalled those 2 and told me they would have to reorder those 2. The interior trim did show up on day 2, but it still hasn't been installed yet because we're still waiting on our final inspection (and the stickers are still on the windows). Several calls have been made, to check in, however no one knows what is going on. I did speak with **** a few times, however she doesn't know where my windows are and doesn't follow up like she said she would. The salesperson is *** and hasn't returned any calls. Every time, I call and attempt to leave a message with the Production *********** the voicemail is full. The one positive thing is that we have not paid anything yet. This was for 13 windows with a quote of $26,409!It was not an emergency so we were not in a rush to get these installed, so we could have waited until they had all the right pieces in order to complete the install right the first time. It's now 1/26/2023 (7 months after signing the contract) and I still have not heard back from them.

  

  Business response

  02/05/2024

  The materials needed for service have arrived and we have contacted the customer attempting to schedule service for 2/10 or 2/15. Leaf Home Enhancements DBA Miracle Windows & Sunrooms requests customer return messages left on 2/5 to schedule service. 

  Customer response

  02/13/2024

  Unfortunately, this is still an open issue.  Immediately after writing this on BBB, I was contacted, however they still had no feedback as where my windows were, or when they would be installed.  Then last week they called to schedule an install appointment for 2 windows, when it should be 4!  They are scheduled to come out on Thur. Feb. 15.  I asked that they just find all the windows first and then schedule a time.  They kept telling me that I only had 2 windows left to install and implied I was lying about still needing 4 installed.  They said they would come out on the 15th and then look at the other windows.  So, I'm assuming this is going to drag out even longer now.  

  Customer response

  02/15/2024

  I was told they would be at the house today (2/15/24) between 10 and 12 o'clock. We waited around and no one came. I left two messages with two different people. It's now close to 3 PM and I've still not received a call back.

  

  Business response

  02/21/2024

  Service is scheduled for 2/26/24 with arrival at 10 am 

  Customer response

  02/22/2024

  This is true, another brand new person called me to schedule them to come out on February 26 however, we scheduled 9 AM not 10 AM. Also, at that time they told me they only had two of the four windows with no record of owing me two additional windows! so I guess the plan is to install the two windows that they have and then remeasure the other two to order them. This will now be the fourth time these windows have been measured without any action being taken. Now I'm going to have to wait several more weeks for these windows to be built and then schedule another installation date. 

  Customer response

  02/22/2024

  [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: 21204104

  I am rejecting this response because:This is true, another brand new person called me to schedule them to come out on February 26 however, we scheduled 9 AM not 10 AM. Also, at that time they told me they only had two of the four windows with no record of owing me two additional windows! so I guess the plan is to install the two windows that they have and then remeasure the other two to order them. This will now be the fourth time these windows have been measured without any action being taken. Now I'm going to have to wait several more weeks for these windows to be built and then schedule another installation date. 

  Regards,

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

  Customer response

  02/26/2024

  On Friday, 2/23/24 **** stopped by to look at the windows and remeasure the two missing windows again. He stated that he was putting a rush order on those two windows because they had never been ordered although this was the fourth or fifth time now that they had been measured.
  

  And the saga continues... we waited around again this morning (2/26/24) for them to come and install two of the four windows however, they were a no-show again!  When I called and spoke to two people no one really knew why and I couldn't get an exact answer as to why they never showed up. This is another day that I took time off of work to wait around for them.

   

  

  Business response

  02/28/2024

  Installation manager confirmed with customer that we are waiting on delivery of 2 of the windows and will call the customer to schedule all 4 window installation once we receive the 2 windows in our warehouse.  

  Customer response

  02/28/2024

  [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: 21204104

  I am rejecting this response because:

  I accepted that we talked and they're still a re-ordering two windows, but I'm not accepting the response to close this request. I've had too many issues and it's carried on far too long, so I'm gonna leave this open to further document any more issues.

  Regards,

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

  Customer response

  02/29/2024

  How can this issue be closed?!  It hasn't been resolved at all. This has been dragging on for months and months with no actual resolution. Yes, they say it will be a few weeks to get the new windows, but I've been hearing that since July.

  

  Business response

  04/02/2024

  We have received the windows, and are trying to get ahold of the customer to schedule the service.

   

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

  Customer Relationship Manager 

  Customer response

  04/02/2024

  "trying to get ahold of the customer"?!

  They called me, I answered, and we scheduled the install date for this Wednesday, 4/3. But I'm not holding my breath as this is the third time they've scheduled something & the previous times they never showed up.

  Customer response

  04/03/2024

  [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: 21204104

  I am rejecting this response because:

  "trying to get ahold of the customer"?!

  They called me, I answered, and we scheduled the install date for this Wednesday, 4/3. But I'm not holding my breath as this is the third time they've scheduled something & the previous times they never showed up.

  Regards,

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

  

  Business response

  04/09/2024

  All windows installation has been completed and we are currently waiting on the city to schedule the final inspection to finish. 

  Customer response

  04/10/2024

  [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. Although their organization and communication has been horrible, so we'll see if/when the final inspection happens.  Then they will still need to schedule someone else to come and remove all the stickers (that have been on the windows for 10 months) and install the interior trim.  

  Regards,

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

   

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract for a replacement sliding glass door on Sept 16, 2023. After only half the door arrived in their original shipment from the manufacturer, Miracle ordered another door. When the parts arrived, Miracle found a broken piece on the unit that they wanted to install anyway and come back later to replace the defective part under their lifetime warrantee program. Both parties came to the decision that wed wait and schedule just one install of a good and complete product. When they confirmed all replacement and good parts were received in their warehouse, Miracle called and scheduled a new install date of Nov 30th. The installer was a no show to the house on the 30th so I called Miracle for an update later that afternoon. Miracle returned my call at 7pm on Nov 30th to reschedule the door installation for Monday Dec 4th. On Dec 4th, they arrived with the new door and frame at 3pm. One of the door frames around the glass was severely damaged but we agreed to install it since the old door and frame had already been removed from our houses exterior wall. Miracles damaged replacement door, with substantial effort, will open to 1/3 the normal opening of a normal working patio door). The new door will not latch to the frame when closed either. After discussions with Miracle ********** Services on Dec 5th, we were told a new door was ordered by Miracle (who said it was a 2-4 week est for delivery) and another 1/3 of project cost was charged to my credit card. Now 3 weeks later (Dec 27, 2023), we have not received any update calls nor emails from Miracle

  

  Business response

  01/12/2024

  Due to issues within the manufacturer and supply chain, there was a delay is the production of the material. The customer was provided with the new ETA and will be kept up to date on the arrival of the material. 

  Customer response

  01/17/2024

  [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: 21061661

  I am rejecting this response because:

  Although they have indicated manufacturing delays and provided us with a new sliding glass door ETA for April ****, I dont want to lose any momentum for them to complete the sliding door installation that was originally ordered Sept 2023.  Without this BBB complaint staying open, we could return to no communications and no action from them again like before.  They were aware the locking mechanism they installed near Dec 4, 2023 would not allow the sliding glass door to lock.  It was only because of this  BBB complaint that they returned to our house (in mid-Jan ****) to replace the locking mechanism.  They replaced the original locking bracket with a different piece and the door now locks properly.  But their originally installed damaged door (on the bottom frame near the rollers) prevents the door from sliding in the track any more than 1/3 of its expected distance. This home enterence/exit is useless until at least Apr **** when this replacement door is installed. Any there is no guarantee that this replacement door will be manufactured by Apr ****.  I would request this complaint stays open until they fully deliver a working product on their side. 
  

  Regards,

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

  Customer response

  06/11/2024

  In regards to our BBB complaint #********, our issues have been fully resolved to our satisfaction by the company.  

   

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

  ************ mobile

• Initial Complaint

  12/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had all the windows in our home replaced by Miracle Windows & Showers. The installation occurred July *****, 2023. Four windows were ordered incorrectly and needed to be replaced. The windows were ordered and replaced on September 4 and 5, 2023. The installers damaged the vinyl siding around the windows while removing and reinstalling them on my one rooftop window. The installer informed me of this and advised he took pictures and told the main office. I have called and texted the service contact I have had several times. The service line has had a full voicemail box for months and I cannot leave messages. I have reached out to the initial salesperson as well and he has said I will hear from the service staff but I have not. I have called the main office multiple times and can never be put in contact with service. No one has communicated with me since 10/5/2023 when I was told I was on the list to be taken care of. I would like to be scheduled for the repair to the damage they caused.

  

  Business response

  12/13/2023

  Service has been set with the customer for 12/13 for a contractor to assess the damage and provide quotes for ************ the quotes are provided this will be submitted to our Property Damage team to review.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has had our deposit since July. No one from the company has contacted us since they took our money. Each time we call, they say everyone is in a meeting. The never call back and now, because they know my number, they either hang uo on me or f dad ont answer the call at all. Just want the return of our deposit. I am 76 years old and believe the company is not legitimate and I want to protect other senior citizens from losing their money

  

  Business response

  10/31/2023

  We will have a response by 11/3/23 

  

  Business response

  11/06/2023

  The customer was advised that all material came in for the installation. At this time, they are refusing install and asking to cancel the contract. We are outside the allotted 3-day cancellation period. We are working with the customer to determine the next steps.

  Customer response

  11/29/2023

  The company has not worked to resolve this complaint to our satisfaction.  We verbally told the salesman within the allotted 3 day period that we wished to cancel. We filed out the paperwork required to cancel and sent it to the company. It appears they lost it or destroyed it. We believe they are guilty of unfair business practices, fraud and deception under the *** Act and will be filing a claim with the ***. We do not consider this closed 

  

  Business response

  12/05/2023

  The customer cancelled outside of the ***** rescission period. The cancellation process is outlined on the contract that was signed by the customer. Per this documentation, the customer has to provide a written notice of cancellation within 3 business days of the signed contract. If cancellation occurs outside of the 3-day period, the customer owes 15% of the contract price or the cost of the materials ordered as they are custom made to fit this customers home. The customer states they sent in written documentation of cancellation, however we have no record of this. As courtesy to the ******************************* (dba ********************************************** offered to part ways and keep the downpayment for the cancellation fee instead of charging the remaining cost of the custom ordered material that is owed per the contract. 

  Customer response

  12/09/2023

  [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: 20726601

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial project start date December 29, 2021. Numerous attempts to contact business to complete installation with no success. BBB Complaint #1 May 15, 2022 job incomplete & safety concern due to hazardous installation. Safety concern corrected, 3 pane sliding glass door still incomplete. Numerous attempts to contact business, primary point of contact (CL), and service line to schedule completion with no success. Mar 17, 2023 BBB Complaint #2, sliding glass door installation still incomplete due to not having correct screen in inventory. CL (contractor) on site for door installation May 20, 2023 removed caulking, support beam, built up additional support, screen door placement. Still missing proper screen door with latching mechanism, installation still incomplete. Numerous attempts to reach CL for an update on July 25, July 31, August 11 with no response leading to BBB complaint #3. Requested action, replace sliding glass door and screen with a new product that has all parts necessary and required to complete the job in one day, recaulk frame, add support, and finish installation that began 2 years ago. Attached images are of incomplete installation of door.

  

  Business response

  08/24/2023

  Service was completed on 8/23. We adjusted screen tracks, trimmed door, and boxed up bottom. Ordered an interlock that was missing on the back screen and will schedule service upon arrival of the part.

  

  Business response

  09/06/2023

  Service and Inspection regarding a specific part is scheduled with customer for 9/7/23 with arrival between 9am and 10 am 

  Customer response

  09/11/2023

  Miracle windows recommended removal of the sliding glass door; inspection took place. Awaiting scheduling of the removal and re-installation of sliding glass door due to incorrect installation. Customer remains unsatisfied with the business response because the job is still incomplete. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told during the sales pitch at my home that there would be excellent follow up. Also told was that i must follow their cleaning supply list. I was told that no more caulking would be needed.. I was told that they use their own people and their own choice materials. I was overwhelmed when the sales person had the “owner” of this company called me to thank me for my business and also promised follow up. The job was delayed and finally 2 very nice workers who were sub contractors, (not on the miracle staff) came and installed in 2 days. I never heard from miracle again. I called several times and emailed them. NO RESPONSE OR HELP! The shower doesnt clean with their list of cleaners.. there are black spots in the sealed areas that dont’erase with their approved supplies. The shelves fall out. The shower rod they gave was cheap and didnt stay hung. Water splashes all over floor. I regret using them and trusting their promises. I am disturbed that i have never been responded to when i call or send emails. I would like to get it clean!

  

  Business response

  01/20/2023

  Services have been scheduled for 1/20, to be completed by the end of the day.

  

  Business response

  01/31/2023

  Services were completed on 1/27.

  Customer response

  02/01/2023

  [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 is satisfactory to me. 

  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. ↩