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:01/22/2024

  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.

  This company sold a defective car. I have been contacting them since December to get a refund or a replacement. I try and call and am told I cant speak to anyone to email. I email everything asked and still get the run around. Paying ******* for a car for a child and getting horrible customer and no help is ridiculous. All I want is a refund or a new car for my child that is safe to use.

  Business Response

  Date: 01/22/2024

  Hello ***,

  We have checked here and we have responded to each message this customer has sent. Technical support had also contacted her and given her specific instructions on how to solve her issue. Play damage is not normally covered, but we still had assisted this customer. Still we do want you to be happy and please contact us directly if you need further assistance.
  

  Thank You,

  Support Team
  

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21153808
  
  I am rejecting this response because:
  
  this company responded to you instantly. I have been calling since December 26th. They never called me back. Email takes 2-3 days. Yes they sent me parts and I sent them pictures that the framing for the car is damaged. I wanted my money back. Their response is to send me 45 buck credit to take the car to a welder to have them fix it. It is not the customers responsibility to fix a defective car. The molding for the car is defective. I just want a refund for my product. They have not responded to that request and I sent it on Thursday. I am extremely disappointed and upset with the run around. I send pictures of the damage and they dont acknowledge they sent a bad item out but want me to take time to go fix the issue. That is not ok to me. 
  Sincerely,
  
  **************

  Business Response

  Date: 02/01/2024

  Hello,
  
  We have checked here, and our team has diligently responded to each message you've sent within the 24-hour timeframe. Additionally, we reached out via text to ensure prompt communication. The correct part you had requested had been dispatched via the parts department and delivered to address your concerns. Furthermore, we extended an offer for a local team to provide assistance at no cost to you at your home. If you require further support, please don't hesitate to contact us directly to ensure your satisfaction.

  Thank You,

  Support Team
  

• Initial Complaint

  Date:06/27/2023

  Type:Delivery 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.

  Oder was placed on 6-14-2023 totaling ****** which claimed free shipping. 2 days later I received an email to pay for shipping totaling *****. Since the 16th of June I have yet to receive shipping information. I have also tried contacting the company via email and the two contact numbers listed in their site to cancel this order. This is a nightmare dealing with. The company has yet to respond to my 6-9 emails regarding canceling my order and all my emails contain contact information. I would like a full refund on the item I never received and do not want to receive. Order number is ************

  Business Response

  Date: 06/27/2023

  Hello,

  The customer ********************* had placed an order for local pickup. She then wanted it shipped direct to her home with delivery. It was then processed and sent per her message. We cannot cancel orders in transit. We had followed the customer's instruction to send the item to her home.

  Best Regards,

  Customer Service
  

• Initial Complaint

  Date:11/09/2022

  Type:Product 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.

  ******************************** bought ************** from Magic Cars. The two black latches that keep the white hood from flying up when driving is broken. The company has not been helpful. We have sent them numerous videos. $1,300 Purchased in May 2022

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/15) */ Hi *************, We pride ourselves on the best customer service and parts availability. Your message was sent to our department here in parts support and we checked and we had sent and delivered these parts via **** months ago in the ************************* address and a screenshot is attached as well with the PROOF OF DELIVERY. Play damage is not normally covered, but we wanted you to be happy. We also checked with the support team and each of your messages had already been replied too. We truly hope that helps and please have a great day. Best Regards, Parts Support Consumer Response /* (3000, 7, 2022/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Emails where not replied to and there is still stuff outstanding for them to ship. An hour on the phone and they didn't send what they were supposed to. Business Response /* (4000, 9, 2022/11/25) */ Hello, We had already provided proof that the parts were delivered to your home months ago. This case is now closed as the parts were delivered per the proof via **** and after 30 days the carriers do not allow to file a lost claim. We do have all spare parts available if you would like to order them. We cannot keep sending parts for free, have them delivered, show proof of delivery, and then we are told by you that you did not receive them.

• Initial Complaint

  Date:10/25/2022

  Type:Product 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.

  Purchased magic car march 2022..arrived early april 2022. Assembled it with in 1 week the remote control steering box broke.. 2 weeks later got a new part and was charged shipping. Since late april every wheel gearbox/ motor has needed replacement, Remote control has gone out. ( kids stopped needing it thankfully) Charger went bad ( ordered on off ******) When one of the gear boxes/ motor went out it locked down and damaged the **** body, magic cars refused to address the plastic damage. Hood will not stayed closed Half the light work Radio works half the time Most of the time is takes 3 to 4 weeks from a time to break till the apart arrives. Usually takes a week just to finally get customer service to send the part. Currently a wheel bearing has come apart making the car unusable. 2 days ago took pics of the bearing and wheel, requesting a new bearing. So far a single email back asking "what part is missing". Took more pics and explained nothing missing .just broken wheel bearing 1st issue Poor quality car, 2nd issue super poor communication skills. Provided me with a tech support telephone number that no one answers and will not accept voice mails. 3rd biggest issue of all, is no one will actually read your emails. Like my last email stating bust wheel bearing w pic of bearing coming apart, and the emailer asking what's missing Requested a refund and willing to send the **** back at my cost, they will not accept my request. I know magic cars will not really do anything, just hope someone sees the complaints and will shop elsewhere The car has been broke about as much as it has been unusable in the last 6 months. I know next spring I will not be buying another magic cars.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/27) */ Hello **************, We checked here in support and each of your messages had been responded to and parts sent per your request. We also checked and we had also called you months ago and left messages which you did not return. And the parts had been sent for FREE and were delivered months ago. Once you had received the parts, you were called again to follow up to see if everything was ok and messages were left and emails as well. You did not contact us back and then wrote us a message apologizing saying you were "confused" and have "multiple vehicles" and wrote "My apologies.. I do have a car that is approx 2 yrs old and one of the gear drives broke and they sent a replacement. I thought the pic I sent came in a magic cars box"" Now months later you have decided to do the same thing and have written not so nice emails instead of letting us help you. Really is malicious that you would write such false things and we have done everything you had asked. The world is a different place now and unfortunately even with the best items and support you have chosen to see it differently. When in fact it is the exact opposite . Customers are happy that we carry all spare parts. If a part is needed per the warranty and you do not want to send us the part for exchange that is not our fault. We offered to let you keep the part and just charge for shipping which was under 25 dollars. We really do want you to be happy, but it seems you would rather yell and insult us then follow protocol while demanding free parts. We had also called you at ******************* where it was sent to and delivered, but the phone calls were not returned. We will take this to mean that you do not want the part and do not need our assistance. We also checked and this is really uncool how you treat us and your customers as per reviews about ************** at ******************* where your customer states the following about her motorhome that she was buying from you "Very very disappointing experience and poor business practice. ******* claimed to not receive paperwork even though we had fax receipt and backed out of deal and he knowingly made another deal behind our backs with the motorhome we were purchasing. He did promptly return our deposit. We were traveling to pick it from out of state and after scheduling a pick up date, putting down a deposit, sending all needed paperwork, he twisted and put the screws to us. Poor poor business practice, :(" Not cool ******* those are expensive motor homes and those nice people traveled all the way from out of state to visit you and pick up their new RV. And you are writing a complaint because you did not want to send the part or pay for shipping since you were keeping the part? We offered every option. You are doing the same thing to us that you did above to your motorhome customer. Please do not put your anger on people, but we still wish you well. Have a great day. Best Regards, Support Team Consumer Response /* (-5, 6, 2022/10/31) */ Update since I posted my complaint concerning My Magic Car. Wed Oct 26th, I got an invoice from My Magic car for a 4 pack of bearings. Price for bearings was listed as $69.00, but was zeroed, I can only assume for the "bumper to Bumper" warranty. I was being charged $12.41 for shipping. I paid the invoice, because the parts were needed, to make the ride on car rid able for my kids. Thursday Oct 27th, I got an email that said this " Your order has been canceled Order *********** was canceled because of unforeseen circumstances and your payment has been refunded . " No additional explanation was offered. I sent another email, asking why was my ordered canceled, and after calling multiple times, I was able to reach a lady on the phone. She was actually pleasant on the phone, and stated she would have someone followup on my order. Fri late afternoon, I got an email from Magic cars with this information "Hi ****, Thank you for your message. To best assist you we received a**** Complaint from you and it said you do not want to pay anything towards parts and that we are horrible and did not help you. Remove it and confirm you would like the parts. Thank You, Support Team www.MagicCars.com " As I understood this email, it basically states, because I have a negative view on Magic cars and shared that with a different company they would hold my warrantied parts as hostage. Late Fri night, I made a mistake and took Magic Cars call at 8:07PM Eastern. Immediately, the customer support agent, started in on how I was the problem. I know better than to discuss business transactions late in the evening. Compounded by months of frustration with customer support, a poor product, and being told "I am the problem" I reacted and called the representative *********** He immediately hung up on me. I know my words, and me making it personal is wrong. I began to type an email to apologize for making it personal and my comment. While typing the representative called back, and began to chew me out again. Between his rants directed towards my personally, I did apologize for my comment, and for making it personal. The second phone call lasted 13 min and 4 seconds. Most of that time ( guessing at least 10 min) the representative fussed at me, with lots of excitement. During his fussing, how I remained calm, was I rested the phone on my shoulder and waited for silence. During his breaks I apologize for my behavior more than once, and wanted to to see if I was going to get the parts needed. At the end of the call, I was told Magic Cars had the right to refuse service to anyone, for any reason. This maybe true in **********, the problem is, they didn't refuse my money, and in-turn sold a product, with very questionable quality, a Bumper to Bumper warranty, parts in stock, and customer service that's happy to help. I am told, I am not getting any more parts, unless I remove the complaint, as well as send back the defective parts. Which would increase my cost, and further delay getting repairs done to the car. I have tried my best from the beginning to direct my frustration, at the cars quality, the poor customer relations. It has not been directed at any one, or made personal except for my 1 comment. Copied off My Magic Car website: Buy today and you will receive the world famous Magic Car full 1 year bumper to bumper warranty! This car will last for forever and can be handed to each generation of young ones to enjoy. If you ever need a spare part in the future we are here to assist as we carry the entire catalog of parts just as you would find on your full size car! Have a question? Please contact us 24 hours a day at ****************** and we will be happy to assist you. Don't forget to ask about your surprise gift when ordering today." This car cannot as not lasted more than a couple of week with out needing repairs. I do not know *** Law, but I bought a product, and a warranty, that somehow Magic cars thinks they can simple say, we refuse service. Once again, I am happy to be refused service, if I can get a refund on the car itself. To date I found a 10 pack of bearing on ****** for $10.00 with shipping. So for now, I am set, as my experience shows, the car will need plenty of parts between now and march. Thanks for your time Consumer Response /* (-5, 7, 2022/10/31) */ email from fri night that i sent to magic cars, thier answer today, and my response to their email. ****************************************** To: ******************** Mon, Oct 31 at 4:11 PM thanks for the follow-up. I apologized Fri night to the customer service rep for calling them an ******** I believe i also sent an email stating same thing, fri evening. Once again, i should not have used that term, and made it personal, for that i am sorry. The rest of the time, i have not used any profanity, and as stated to****, i have tried my best to direct my frustration at the company of Magic Cars, and to the dept. of customer support. My frustration hasn't been directed to any one specific, nor have i tried to make it personal. If my frustration has been received as a personal attack that was not my intention, for that i am sorry. I will not apologize for being extremely disappointed in the product, the warranty, and the customer support. The car i bought, was supposed to last for "generations" as its stated on Magic Cars website, instead, mine has lasted weeks, before it needed a different part, to make it road worthy again. I was told the bearings were cancelled because i posted a negative review on****. This was said via email and verbally. The email below indicates Magic cars is out of stock? I was told Fri night Magic cars has the right to refuse to service to anyone. This maybe true as a ********** business. The problem is, Magic cars was more than willing to take my money, and in turn sold me a product with a clearly written warranty program, that covers everything except tires, followed up by "happy customer Service". Not sure how a company can take a customers money for a product and service then, refuse service, with out a refund. Maybe the laws are different ****** as far as the bearings. I was told i had to send back in the bad bearing for " inspection", and remove my**** comment to get bearings. From the pic i sent, you can see it has come apart. Any how, i took out all 8 bearings, another bearing has come apart, another one was going bad. I found the part number on the bearing itself ******. ****** stocks them, and i can buy a pack of 10 for $10 with shipping. So either, the bearings are out of stock, or a customer cant report Magic cars to**** i do not know. Hopefully the bearings come in correct based on the part number and resolves this issue. I have no intentions of ending my concern with****. thanks for your time Hide original message On Monday, October 31, 2022 at 03:30:29 PM EDT,******************************************** wrote: ATT **************, The part you are asking for is a wearable item and we had still offered to cover it for you. But your comments say otherwise. Still we want your little one to be happy even though you continue to use profanity towards us. When we receive more bearings in we will let you know. Thank You, Support Team www.MagicCars.com From: *************** Sent: Friday, October 28, 2022 5:29 PM To: ******************** Subject: RE: Order *********** has been canceled I did loose my cool and called you an *******. I am sorry for making it personal, and getting out of line I will be escalating my concerns to other areas and deptarments*************** I paid the shipping via credit card which was refunded with out cause. Once again i apologize for my comment.. I tried tried to apologize on the return call as well.. This shouldnt be this difficult to address a customers concerns Consumer Response /* (3000, 9, 2022/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for the followup. No lies have been states. Car arrived april 2022. So far, more than 4 motor gear drives have needed replacement. Steering gear box Charger Remote control Bearings Half the lights do not work Radio intermittent Car is only 6 months old. This is far from a generational car. Every email, magic cars has sent has been acknowledge. If I missed your call, a voice message wasnt left. I rarely return missed calls blindly. I do have a cell phone I use for work and business. So any work related numbers found thru social media or similar would have rang my cell. As far as brining my work reptuation into this situation, I am proud of the fact only 1 negative comment in over 10 yrs of doing business. I have a *************************** page. I welcome honest feedback, once again thanks for trying to make this personal, and get me to react. , the customer service rep got me once I wobt fall again. I have asked for numerous refunds. And still request one. So does*** law allow companies to break contracts with out just cause? Since I suspect taking the car back wont be offered, when my next part breaks, is it going to be out of stock, since the bearings went from being in stock, and held hostage, to out of stock Business Response /* (4000, 11, 2022/11/04) */ Hello **************, We checked here in support and each of your messages had been responded to and parts sent per your request. We also checked and we had also called you months ago and left messages which you did not return. And the parts had been sent for FREE and were delivered months ago. Once you had received the parts, you were called again to follow up to see if everything was ok and messages were left and emails as well. You did not contact us back and then wrote us a message apologizing saying you were "confused" and have "multiple vehicles" and wrote "My apologies.. I do have a car that is approx 2 yrs old and one of the gear drives broke and they sent a replacement. I thought the pic I sent came in a magic cars box"" Now months later you have decided to do the same thing and have written not so nice emails instead of letting us help you. Really is malicious that you would write such false things and we have done everything you had asked. The world is a different place now and unfortunately even with the best items and support you have chosen to see it differently. When in fact it is the exact opposite . Customers are happy that we carry all spare parts. If a part is needed per the warranty and you do not want to send us the part for exchange that is not our fault. We offered to let you keep the part and just charge for shipping which was under 25 dollars. We really do want you to be happy, but it seems you would rather yell and insult us then follow protocol while demanding free parts. We had also called you at ******************* where it was sent to and delivered, but the phone calls were not returned. We will take this to mean that you do not want the part and do not need our assistance. We also checked and this is really uncool how you treat us and your customers as per reviews about ************** at ******************* where your customer states ************************************************************** "Very very disappointing experience and poor business practice. ******* claimed to not receive paperwork even though we had fax receipt and backed out of deal and he knowingly made another deal behind our backs with the motorhome we were purchasing. He did promptly return our deposit. We were traveling to pick it from out of state and after scheduling a pick up date, putting down a deposit, sending all needed paperwork, he twisted and put the screws to us. Poor poor business practice, :(" Not cool ******* those are expensive motor homes and those nice people traveled all the way from out of state to visit you and pick up their new RV. And you are writing a complaint because you did not want to send the part or pay for shipping since you were keeping the part? We offered every option. You are doing the same thing to us that you did above to your motorhome customer. Please do not put your anger on people, but we still wish you well. Have a great day. Best Regards, Support Team Business Response /* (4000, 16, 2022/11/15) */ Hello, We had offered parts and assistance per the warranty which the customer accepted and had been delivered to his home.

• Initial Complaint

  Date:07/20/2022

  Type:Product 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.

  We bought a jeep from Magic Cars for my daughter 's birthday and it is complete garbage. She rode it once and the next time she tried it wouldn't move. Their customer service is a nightmare. We have asked to return it and they just keep sending us random parts that fail after driving it one time. It should be illegal to sell faulty and poorly put together garbage. My daughter is so disappointed. They should be ashamed of themselves for purposely disappointing children. They know their jeeps are garbage and they won't refund your money nor send a new jeep out. Lol not that it would matter if they sent out a new one because it won't work either. If I could give them a zero star I would.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/28) */ Hello **************, We do want you to be happy and we checked here in service and we had always replied to each message you had sent daily. We had sent the parts requested to fix your issue as this is a hobby item. We do not send "random" parts and are always happy to help. We had also spoken to you on the phone and your husband ****** was going to contact us back, but we have not heard back. We had since sent email messages,voicemails, and texts as well that you did not respond to. When you have time please reply to one of the messages we had sent and we will be happy to assist to have you back on the road again. Best Regards, Tech Support Team Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My husband has told you repeatedly that we don't have a way to transport it. He tried getting it in the car and it won't fit. We did not pick this up and had it delivered. He has asked for your company to pick it up and take it to the shop. This is a reasonable request. My husband is handy and is able to fix things. Every part that you send doesn't work. This is a brand new jeep and my daughter has driven it twice and both times it just stopped even after we switched out the parts. The fact of the matter is this jeep is very poorly put together and it's obvious from all of the complaints on the BBB that this is normally the case. It should be illegal to sell people a product that is not made to actually work. Business Response /* (4000, 9, 2022/07/29) */ Hello *************** We do want you to be happy and we checked here in service and we had always replied to each message you had sent daily. We had sent the parts requested to fix your issue as this is a hobby item. We do not send "random" parts and are always happy to help. We had also spoken to you on the phone and your husband ****** was going to contact us back, but we have not heard back. We had since sent email messages,voicemails, and texts as well that you did not respond to. When you have time please reply to one of the messages we had sent and we will be happy to assist to have you back on the road again. We had also offered to have a local rep help you and you had said you wanted to do that and we never heard back with an appt date. Best Regards, Tech Support Team