MAG Builders Inc

MAG Builders has been trying since *** *** first requested us to look at and try and get the door fixedIt's obvious that both parties has been trying to get *** out there for a long time Since there is no obvious fix on ***'s end, MAG decided to tear out the entire *** unit and install a new unit from another manufacturer While MAG understands *** *** wants this issue corrected immediately, we can only go as fast as the new manufacturer can build his new unit We contacted and ordered the unit once both parties agreed to this resolution, unfortunately this takes up to weeks we were told So once the unit comes in, MAG will schedule a time to do the door swap

MAG Builders has been trying to get in touch with [redacted] for close to 9 months as well with very little response back.  We have a log of email chains to prove this.  [redacted] finally came back with that the only resolution was to do a full pull and install the same door, but they never moved...

forward with replacing that door for us.  We have over 20 buyers with similar issues relating to [redacted] service and warranty department.  We ask for help in resolving their warranty issues and no response most of the time.  We have since switched to another window company and feel that this has made the relationship between MAG and [redacted] worse with getting their warranty items repaired.  Really feel that [redacted] should be putting his complaints of this defect on the [redacted] Window's Revdex.com and not MAG Builders.[redacted] told you that he contacted me directly which I did not feel he did, but after looking back through my voicemail he was correct.  Back on March 9th he did contact me looking for some resolution and I did not call him back.  For that I apologize as I pride myself on quick responses to buyers.  Not sure how that one fell through the cracks, but it did.  Because of my failure of response we told [redacted] that we would pull out the defective [redacted] door and install a new [redacted] door at no cost to him.  It will require us to do drywall, paint and stucco repair as well, which we again will take care of.Again, MAG feels bad that [redacted] is going through this as well as all our buyers and we are at the point now to replace all failed units with a better product at no cost to the buyers.

Complaint: [redacted]
I am rejecting this response because:While I appreciate MAG's response to the Revdex.com, there is still no scheduled action to resolve this issue, which again, MAG was first made aware of via email in July 2016.  On 3/23/17 I was contacted by text message by [redacted] at MAG noting that per [redacted], our defective door will be replaced with a new [redacted] unit, but as of 3/27/17, that corrective action has not been scheduled, nor has there been any additional communication from MAG.I communicated in that text message string to [redacted] at MAG that I will close this complaint upon timely and satisfactory replacement of the patio door.Lastly, the contractual warranty on my house is with MAG Builders, not [redacted].  I'm sorry their supplier is being problematic, but that circumstance does not alter MAG's obligation to correct this defect in compliance with that contract.Again, I look forward to the timely and satisfactory replacement of our patio door, and at that time will withdraw this complaint.
Sincerely,
[redacted]