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:29/11/2023

  Type:Billing 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.

  I just need an invoice that indicates what I purchased, that I paid for it, and the ******* ***** verification numbers. My overall experience with the product is fine, the installation was fine. I am happy with what I bought. We are doing this work under the ******* ***** grant and first the windows came without energy rating stickers, then when i was supplied with stickers they were the incorrect stickers as identified by our energy assessor. I contacted Magic several times to get the correct documentation to indicate the energy rating of the windows, as well as an invoice indicating that the work was completed and paid. I was supplied with an incomplete document, as it was missing two of the windows. I have been trying to get this completed document since September 11th, and haven't been able to get resolution.

  Business Response

  Date: 30/11/2023

  Mr ******* was sent an invoice for the ******* ***** rebate. To our knowledge, this matter has been resolved. 

  - The Magic Experience Team

  Customer Answer

  Date: 30/11/2023

  
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:08/09/2022

  Type:Delivery 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.

  David K. (*****@***********.ca) was the sales person from Magic Windows who came to my house on JANUARY 11, 2022 to discuss Magic Windows and its products. I signed his 'project proposal' document, on this same day, which outlined the purchase of a Window Wall (132" w x 42" l) for a total of $9372.79 of which I put a 25% deposit of $2343.20. *January 12 I asked David if another contract be written once measurements were done by the Magic Window team, he replied on January 13 and said yes...I have yet to see the update. Approx. Feb 1 a Magic Windows fella came to do measurements. *JUNE 14, I called Magic Windows to see about my Window. Lior texted me back requesting me to call. Lior stated in our conversation that the window had not been ordered yet. Apparently measurements needed to be confirmed by my contractor. *By JUNE 27 my contractor and I received confirmation from Lior that the measurments were confirmed. *On JULY 19 I received an email from Magic Windows stating the Order went in (this was approximately 3 wks after speaking to Lior) *Aug 19 Stephanie called about an installation date for Aug 30, I told her I would get back to her. I tried to call her Aug 22, 23, 26, Sept 2 for another installation date, but to no avail. *Sept 6 & 7 I have left voice mails with Dave my sales person, but he rarely replies to calls or texts from me. As of today, September 7, I still have no idea what is going on. Mary the secretary continues to tell me "they have no one paired up with you". I have even told her my contractors will install the window and she turned that discussion down. All I know is that I have an 11ft x 42 in. hole in my kitchen wall which is tarped up every night. The nights are getting colder and anyone can get into my house at this point. Can someone please get to the bottom of this? This is truly an unprofessional company especially since I started this whole project in January of this year. There is no excuse for this terrible service.

  Customer Answer

  Date: 19/09/2022

  Thanks for your updated email with regards to my issue with Magic Windows.  

  
  

  It seems the day after I put my complaint in, Dave from Magic Windows miraculously phoned me and ensured  I would get an installation date by the end of the day.  A co-worker of his called me in the afternoon confirming September 14 (in the afternoon) as the date.   

  
  

  On September 14, the installers arrived and installed the window of which they finished the work inside  the kitchen and told me they would return the following day to finish the job on the exterior.  On the 14th, one of the installers asked me for a cheque for the remaining money I owed but I told them I would pay as soon as talked to Dave my salesperson.  I said I wanted to make sure he knew of the terrible service I endured throughout this project.  On the 15th, one of the installers arrived at approximately 3pm as I arrived home from work.  He was to complete the remaining work and, again, he asked for the remaining money.  I told him ,again, that I wanted to speak to Dave before I handed over the remaining money.  I left the house as I had an appointment and after my appointment while in the parking lot I received a call from Lior.  After a lengthy discussion about my disappointment with the customer service  regarding Magic Windows I asked for a discount. Lior asked me to go home and look at the window as he thought it would exceed my expectations.  He mentioned in our conversation he was not aware I put a complaint in with the BBB.  When I called Lior back on Friday I told him the window seem to function good at this point but the colour was off.  He asked me to send pictures, which I did.  On September 17 I received a call from the owner from Magic Windows.  He would like to look at the window and negotiate another price.  I will contact him tomorrow (Monday September 19).

  
  

  I have attached the two pictures I sent to Lior.  As you can see, there is a difference in colour between the new $9000 Magic Window and the rest of the windows.  My neighbour pointed that out quickly when we were discussing my new installation.

  
  

  I want to thank you for your time in pursuing my complaint.  It seems to have gained some momentum in getting things done.  Although Magic Windows (Lior) said he is not aware of any complaints from the BBB, good things are happening now—I get to talk to the owner.

  
  

  Thanks again,

  
  

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

  Business Response

  Date: 19/09/2022

  ***** ordered a bi-folding window in January of 2022. Our production lead time was approximately 24-26 weeks in January, which equates to an early August installation that was clearly indicated to ***** in a post-purchase email communication sent to her on January 24th (********** ********). In addition to this, ***** required brick alterations by a third party contractor, which was difficult to coordinate between all parties involved. Nevertheless, our MD Lior G. coordinated proper sizing requirements with ***** and her contractor in July so that we can begin manufacturing or her window. Please note, the queue to get orders onto our manufacturing floor was roughly four months, which means that this order was on-time per our lead times and manufacturing process. Our team reached out to ***** in August to coordinate the installation of her Window Wall window, however ***** was unavailable for installation. We stored *****’s window wall window in our manufacturing facility until her installation date on September 14th (at no extra cost). To our knowledge, ***** is happy with the installation of her window and the new window wall window looks fantastic (see images attached). We’re saddened to read of *****’s negative experience, considering we would have delivered her order during our estimated lead time of 24-26 weeks had she been ready for it. 

  Customer Answer

  Date: 22/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: I did not receive any post email communication from Magic Windows regarding a 24-26 production lead on my window, if it was sent, who sent it? I have no email in my inbox.  I called about my window in June. Lior told me it had not been ordered yet because he was waiting for a response from Dave (sales person) regarding my contractor getting a cement sill for the cut out. Interestingly, the order was put in July 14, and my window was installed in September, after I put a complaint in with BBB.  No 24-26 production lead needed there, I guess.  Secondly, there is a difference in colour between my Magic Window and other existing windows (****** *** ******** **** ** ** ****** ********).  Sol, owner of the company, visited my house yesterday (September 22) and I am currently waiting for a discount on the price for the window and some type of resolution for the window colour. Sol said he would get back to me.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 27/10/2022

  Our General Manager, Sol visited the clients home September 22nd. At this meeting, the client made reference to the colour of our newly installed window, which didn't exactly match the other windows in her home. Our GM explained to the client that there wouldn't be a cost reduction on the existing window. Instead, we would manufacture and install a new window for her home at no cost (with the colour of *****'s choice). By doing so, we'd ensure that the client was getting exactly what she expected and paid for. Our GM left a colour swatch with the client and asked her to select the colour she'd like for the window. It has been over 4 weeks since this meeting and we have not received a colour confirmation from *****. 

  Customer Answer

  Date: 27/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I am not sure who is writing the responses for Magic Windows but the information noted is inaccurate.

  Sol came to my house and looked at the window and agreed that there was a colour difference between the Magic Window and the other windows at my house.  He said a swatch of colours would be mailed to me in the days to come.  I received those colours about two weeks ago, however there was no letter or written instruction that came with the swatch.  The message about manufacturing a new window for me is new information and I am only learning about this through this BBB message board.  I will forward a colour for the window to Sol as soon as I can.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 29/11/2022

  We have called ***** to discuss her request for a discount and our Operations Manager Sol is waiting to hear back from her. ***** is more than welcome to contact Sol at ************

  Thanks, 

  - The Magic Team

  Customer Answer

  Date: 03/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I called Sol this morning. Our discussion did not go well. He asked me what I wanted to do.  We went over the bill of $9372.79.  I have paid a deposit of 25% which equals $2343.20. He wanted me to pay another $3000 to 'call it even'.  As the window wall is not the same colour as the rest of my other windows, the flashing is not the same colour as the window installed, and the terrible customer service that I have endured since January 2022, paying over half for the window I received seems unsatisfactory. Sol said I signed off on the colour that was installed but I do not recall I did this, I have attached the window order form from the fella who stopped by to take the measurements and colour.
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 16/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  As it does not surprise me that Magic Windows (MW) has changed the terms of the discussion that Sol and I had, I am reluctantly accepting your OPTION 3.  My experience with Magic Windows has not been positive even from the day after I ordered the window wall.  I ordered the window in January 2022, and it is now, December 2022, the file will be closing.  The BBB had to get involved because MW could not get me an installation date after too many calls from my end. Then when the window did arrive, it was the wrong colour.  To further this, the flashing installed with the window is even a different colour from the window colour.  How can you all claim to take pride in your work when my window doesn't match the rest of my windows. Your threat of legal action, if not paid, would not hold in court.  You have created a long and drawn out experience which has caused me much undue stress. I would not choose your OPTION 2 because who knows how long it would be to get another window installed.  Your track record with me hasn't been good. * **** **** ******* **** **** ****** ** *** ****** *** **** ***** ***** **** ** **** ************ *********

  The window wall was quoted at:  $9372.79-$3000 (your option 3 discount)= $6372.79.  I have paid a deposit of $2343.20.  $6372.79 - $2343.20 = $4029.59.  I will send a cheque for $4029.59.

  Sincerely,
  
  ***** *********

  Business Response

  Date: 19/12/2022

  Our service team will reach out for payment. 

  
  Thanks, 

  - The Magic Team

  Customer Answer

  Date: 19/12/2022

  
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:24/05/2022

  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.

  I contacted This company in early May about purchasing and repairing a retractable mesh screen for my Magic patio door, my answer was from their service rep was that I needed to intact their local contractor (***********) in Ottawa since they were in the Toronto area. I contacted their local installer and was told they me they were not able to order the part for me and that Magic Windows would need to deal with me directly but if I could get Magic to ship the screen they would gladly come and install the new mesh.. I then called Magic windows back and when I asked for help again they said well you can bring the unit to our location in Toronto we can install the new mesh for a fee...I then said why can't you ship me one to Ottawa, the service Rep. Radika said well we need the measurement and we can send the Mesh to ********** on their next shipment. . I found the correct measurement on the Unit and corresponded the info. back to Radika @ Magic along with a photo of the measurement marked clearly on the Photo..I send this email to Magic Window service on May 6, 2022 and have yet to hear back after sending several Emails for follow up. I asked place a call in the morning of May, 18 th and have yet to receive a callback. This patio door is rendered useless without a repaired mesh. I would like to add that the Local Contractor ********** has been very helpful and supportive during this process....Magic Windows to be frank have been very difficult.

  Business Response

  Date: 31/05/2022

  Business Response /* (1000, 5, 2022/05/26) */ We have been in contact with *********** to include the screen mesh for this customer in their next shipment. They have requested 7 ft (as per the customer) since the photo the customer sent doesn't indicate the measurement needed. Once they receive it they will call the customer and service the screen. We called the customer on May 19th and left a message. We also called him May 25th so we can discuss. Shipping the screen mesh to him will cost a lot (Shipping charges are borne by the customer), that's why we suggested that we will ship it to *********** together with their other order so he can save. If the customer is willing to pay the shipping charges, we will ship it to him directly. He can call us so we can arrange this. Consumer Response /* (2000, 8, 2022/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)