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:10/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am filing this complaint against Optima Windows due to a series of unacceptable experiences involving misleading sales practices, financial loss, and disrespectful behavior by the business owner, *****.
  
  In June 2024, I engaged with Optima’s sales rep **** regarding 2 windows for my first floor. I explicitly mentioned that I was planning to build a legal basement and needed confirmation that the windows would not cause issues with city approvals. **** assured me the city would not object, and at most, neighbors might have concerns. Based on this misleading assurance, I proceeded with the order.
  
  The promised delivery was July–August 2024, but I didn’t receive any communication until late November, despite follow-ups. By then, I had consulted my architect, who informed me that permits were indeed required, and installing without them could lead to legal complications. This led to revised permit drawings and over $1,000 in architectural and re-application fees.
  
  When I spoke with *****, the owner, in April 2025—after his emailed invitation to “discuss further”—I calmly explained the situation and how misled I felt, as well as the stress and costs I had to bear. I also shared that he had spoken very disrespectfully to my wife during an unannounced visit—something that clearly crossed a professional line.
  
  Despite all this, ***** offered no apology, refused any financial compensation, and claimed his sales rep “did what he was supposed to do,” denying any responsibility for the misinformation. He also stated there was “no insult” in the way he spoke to my family.
  
  This dismissive attitude and lack of accountability from a business owner is extremely disappointing. I have remained committed to the order and clearly stated that installation will proceed only once city approvals are in place. I’ve also made it clear that no further unannounced visits are acceptable and that all future communication must be respectful and documented.

  Business Response

  Date: 30/04/2025

  Customer contracted Optima to install two windows in June 2024. After multiple attempts to schedule the job, he ended up asking to contact him in December to book the job for the first two weeks in January. Since then Optima made multiple attempts to reach him over the phone and email. No response from him.

  As a result, on March 19, 2025, the principal of Optima, ***** ********, attended at the Property and spoke with his spouse since he was unavailable. The purpose of this attendance was to determine whether he still intended to proceed with the installation of the two windows, which had already been custom built for you. His spouse told Mr. ******** that the reason they were not responding to Optima’s inquiries was because he lost employment and as result he was in a precarious financial situation and could no longer afford to complete the Contract.

  After this visit customer filed BBB complaint and demands written apology and financial compensation (!).

  The windows are produced. Nothing has been installed yet since he was not responding, nevertheless he demands financial compensation.

  Note to BBB:

  1. ****** *** ****** ** ***** **** ****** ********* ** ** ***** **** **** ** **** *** ********** ** *** **** ** ******* **** ******* ***** **** ******* *********

  2. Notwithstanding the foregoing, Optima is committed to achieving a resolution of the issues outlined in this complaint. Out of an abundance of good faith, Optima proposes the following: to deliver the two custom made windows to the Property free of charge, on a date to be agreed upon.

  Customer Answer

  Date: 02/05/2025

  
  
  Complaint: ********
  
  
  
  

  I strongly reject Optima Windows and Doors’ response as misleading, factually incorrect, and in several instances, defamatory. My original complaint was based entirely on my personal experience — fully documented through emails, timelines, and even acknowledgments from the company itself.

  
  To begin with, I did not “disappear” or “refuse to proceed” with my window installation. After placing the order in June 2024 and paying a $250 deposit, I followed up multiple times when I received no communication from Optima between July and November. They only contacted me in late November — long after the promised delivery window of July–August had passed.

  
  More importantly, I clearly and consistently communicated that I remained committed to completing the project, but needed to obtain city approvals due to my legal basement renovation. These approvals became necessary only because Optima’s sales representative had initially assured me that permits were not required. That misinformation ultimately cost me over $1,000 in architectural revisions and delays — which I directly shared with their owner, *****, in a phone conversation in April 2025.

  
  Their claim that I backed out for financial reasons is false. On March 19, 2025, when Mr. ***** ******** arrived at my home unannounced, I was not present. He spoke with my wife in a manner we both found inappropriate and disrespectful. Later that same day, I emailed Optima to raise my concerns — and explicitly wrote:
  “To be absolutely clear — I am not backing out of the deal.”

  
  That statement alone directly contradicts their narrative.
  

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

  Rather than addressing my concerns, Optima escalated this matter by retaining a legal firm to send me a defamation ****** after I filed my BBB complaint. I responded professionally on April 29, requesting to review the “full and final release” referenced in their letter. They did not send it until May 2 — just minutes before their originally stated deadline. They later attempted to extend the deadline to May 5 via email, but provided the release so late that it left no meaningful opportunity to review or respond without pressure. Upon review, the release was entirely one-sided. It:
  

  Demanded I remain silent permanently about my experience
  Provided no clear timeline for window delivery
  Required me to indemnify Optima if I ever spoke publicly again
  Offered no compensation or acknowledgment of any wrongdoing
  

  That is not a resolution — it is an attempt to intimidate a customer into silence through legal language.
  

  I have acted in good faith throughout. I followed up. I gave them time. I remained open to resolution. Unfortunately, their refusal to address the facts, their public misrepresentation of my statements, and their pressure tactics speak for themselves.
  

  I stand by every word of my original complaint. I have all supporting documentation and communications available for review. I remain open to respectful, written dialogue — but I will not be silenced by ******* or misinformation.
  

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

  Customer Answer

  Date: 06/05/2025

  Dear *******,

  Thank you for your follow-up.
  
  I want to clarify that I am not refusing the windows. I have consistently communicated — both in my original complaint and in direct emails to Optima — that I remain committed to proceeding with the full installation of the windows, as per the original contract and in compliance with city requirements.
  
  However, if Optima is now offering only to deliver the windows without installation, that is not a workable or fair resolution. The windows are custom-made and cannot be used by me independently without professional installation. Optima was contracted for both supply and installation, and the scope included masonry, framing, and installation work as per Ontario Building Code. Delivery without installation serves no practical value to me as a homeowner and places an unfair burden back on me.
  
  That said, in the spirit of amicably resolving this dispute, I remain open to continuing with the project. But I must reiterate that I will only consider signing a fair and mutual release after the windows have been delivered in good condition and as specified.
  
  I am happy to provide any further documentation or clarification you require to proceed with this complaint.
  
  Sincerely,
  ******** ******

  Customer Answer

  Date: 29/05/2025

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

  I acknowledge that the business has uploaded a release as part of their response, but unfortunately, that release does not reflect the original agreement, nor does it resolve the issues raised in my complaint.
  My contract with Optima was for both product and full-service installation of two custom-manufactured windows, including framing, masonry, and Ontario Building Code–compliant work. The release they uploaded does not mention installation at all — only vague delivery terms — and removes the core part of what I contracted them to do.
  Additionally, the release:
  Imposes an overbroad non-disparagement clause that penalizes me for even factual statements,
  Offers no financial compensation despite the inconvenience and disruption I’ve experienced,
  Fails to clarify whether any part of the remaining contract balance is being waived or still owed.
  I have communicated to the business (via their legal representative) that I am still willing to move forward with the full project — at the originally agreed price — provided it is completed per city permit standards. If the business is unwilling to fulfill the installation as agreed, then I believe fair compensation is warranted.
  Simply offering to drop windows off at my home without performing the agreed work does not constitute resolution. I remain open to a fair and professional outcome, but the current release does not reflect that.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 15/07/2025

  Dear Mr. ****** 

  You have made several demands that fall outside the scope of the original contract and have indicated an unwillingness to proceed with the agreement as executed.

  For instance, you have requested written confirmation from my client that the installation of the windows will comply with local city regulations. However, the contract you entered into specifically provides that “window installation and framing will be performed as per OBC (Ontario Building Code)”, and not in accordance with city-specific permitting requirements. At no point Optima represent that it would be responsible for, or have any involvement with, obtaining city permits or ensuring compliance with local regulations beyond the OBC.

  Additionally, you have now requested financial compensation for various costs you claim to have incurred, including permit-related expenses, which were neither discussed nor included in the original agreement.

  Furthermore, in your "Desired Settlement," you are now seeking a formal written apology and partial refund based on alleged “misleading sales guidance” and “unprofessional behavior” — accusations which Optima strongly denies and which have no basis in the contractual terms agreed upon.
  In light of your position and demands, it is clear that you have repudiated the agreement.

  As such, Optima considers the contract to be at an end.

  That said, at this time, we are not taking any further action and are not seeking any payment from you.

  Customer Answer

  Date: 16/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have received your most recent correspondence and reject, in the strongest possible terms, your client’s attempt to recast the facts and shift responsibility for the breakdown of this engagement onto me.

  Let me be unequivocal:
  At no point have I repudiated the contract. I have remained consistent and clear — in writing and over the phone — that I am prepared to pay the full agreed-upon contract amount and proceed with the complete scope of work, including installation, as outlined in the original quote.

  Your client’s refusal to perform the installation — a core component of the agreement — is a unilateral breach, not my repudiation. Attempting to recast my request for lawful and compliant installation as a contractual overreach is disingenuous. The contract clearly refers to work being performed "as per OBC,” and as your client is well aware, OBC compliance necessarily includes adherence to any local permitting requirements triggered by structural modifications. My submission of city-approved drawings was not an expansion of scope; it was a due diligence step, which your client clearly found inconvenient.

  Instead of honoring the contract, your client attempted to sidestep their obligations by offering to drop off windows and walk away — stripping the contract of its essential value and transferring the risk, cost, and logistical burden to me. That is not resolution. That is abandonment.

  Your client's ongoing denials of any responsibility, followed by the sudden declaration that "the contract is at an end," make it unmistakably clear: it is your client who has walked away, not me.
  Let me remind you that I have also documented:
  My continued willingness to proceed,
  My refusal to sign any release until work was completed and inspected,
  And your client’s pattern of avoidance and delay following my submission of permit-compliant documentation.

  For your client to now claim the moral high ground by stating they are “not seeking any payment” is not an act of goodwill — it is an implicit admission that they cannot justify charging for services they refused to deliver.

  I will be preserving all communications, including this one, for formal records and any future action I deem appropriate. Your client’s breach of contract, unprofessional conduct, and continued mischaracterization of the facts have caused considerable disruption, cost, and reputational harm — and I will continue to pursue appropriate remedies through the BBB and other channels.

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