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Consumer Complaints

BBB Accredited Business since 30/10/2009

Ecoline Windows

Phone: (403) 668-1447

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Customer Complaints Summary

4 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service4
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints4

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (4)
12/11/2013Problems with Product / Service
08/24/2015Problems with Product / Service | Read Complaint Details

Service has been horrible. Windows were measured twice by Ecoline. Were more than three inches smaller that original. Even using a larger casing, still have to patch and paint. Did not supply enough casing, their person measuring messed that up. Have been waiting almost one month already to have job finished. Have called numerous times and have just been told still on order. Suggested on the last call that they had to figure out whos fault it was!!!!! Certainly not mine. Would not recommend this company to any one. Because of **** error in size this also cost me new window coverings for all windows.

Desired Settlement
Would like to get the job I have paid for finished, and be able to put my house back in order.

Business Response
Dear ***** *********,

Thank you for your feedback about our window replacement services.

We understand that you are frustrated with the completion of your project, we are sorry for the delay. We are working hard to ensure that the production line releases the product as soon as possible.

I would like to clarify to anyone reading this who is unfamiliar with the window replacement process that a double measurement is not a bad thing. In fact, it is an integral part of the window replacement process to ensure that nothing is missed. First a project manager comes out to measure your windows for quotation purposes and took take down all the details for the order. Next we follow up with a visit by the head installer to take exact measurements for the production line. We apologize if you were inconvenienced by the extra appointment.

In the hopes of resolving this conflict we would like to get some more information from you about your other concerns.

You say that the windows are more than three inches smaller than the original. We take the sizing of windows very seriously, and are concerned that this issue was not brought to our attention until now. We follow ****************************** tolerances for window sizing. Our installers are tasked with ensuring that windows are measured correctly before they are installed, and our inspectors must verify this before a project is closed. We have not had any reports for your residence. If the windows do not meet CSA guidelines then they are re-ordered.

The situation with the casings has been a difficult one. All of our paperwork says that the appropriate number of lengths was sent by the production line, which were all picked up and delivered. For this reason we have had some difficulty getting the production line to provide replacements. We appreciate that this is not your fault; however we would like to let you know that we are doing our best.

The expedient resolution of the casing issue is further complicated by the fact that the windows are custom made. For this reason the production line does not have a stock of replacement casings. If additional lengths are required, they are ordered forthwith. Unfortunately delivery of the ordered product takes time.

A quick solution would have been to go to a local lumber dealer and pick out casings there. The problem with this, however, is that not all trees are the same, and would look completely different after staining.

We currently have an update that the casings will be shipped on Monday, July 20th. We will be able to come out on the week of the 27th to install the casings.

We hope to get the casings delivered and installed for you as soon as possible. We hope that you can understand our predicament in this matter and forgive our missteps.

Again, I would like to thank you for your feedback on behalf of Ecoline Windows.

Kindest regards.

Consumer Response
(The consumer indicated he/she did not accept the response from the business.)
Was explained in the beginning that windows would be slightly small, thus the reason for larger casings. Was brought to everyones attention at that time that casings would not be large enough. Should not have been my problem!!!!!!!!!! Installers and service manager were aware of this problem. Two measurement appointments were not the problem. Measured twice and still wrong!!!!!!!! Even I now when ordering any wood product you need to add at least 10% for cuts. Obviously this was not done. Again, should not be my problem. So much insulation blown into huge space, bowed window. All around, poor service and workmanship. After numerous calls, with no results, at least going this route I have received a tentative date.

Final Consumer Response
(The consumer indicated he/she did not accept the response from the business.)
Do I have a choice at this point in time!!!!!!!!!!!!

Final Business Response
Dear ***** *********,

This response is to confirm that we contacted you yesterday to schedule a drop off of casings for you to stain. Once you are ready for installation of the casings, please contact us to arrange an appointment.

Thank you for your patience and cooperation.

10/16/2013Problems with Product / Service | Read Complaint Details

During initial window installment we had advised the crew that they should bring to our attention any rotting wood/frame that needs replacing. Crew did not inform us that there were rotting wood where the patio door meets the deck and installed the aluminium cladding over it regardless.

Weeks later when member set foot on the cladding it gave away and have a large dent on it. We called Ecoline and they sent the crew in to have a look. initially they indicated to us that it was not their responsibility and would remove the cladding. We objected because it would mean more costly cladding re-installation, the foreman reassured that it would be free as its a quick re-installation. We decided that we would go with their recommendation and had the cladding removed, which took them 5min.

After we have rebuild the deck which we had planned to do after the patio door was installed and replace all the rotting wood we called them to book an appointment, but now they want to charge us $200 to do the job which was promised to be free.

Desired Settlement
Simple, a free cladding re-install on the patio doors like it was promised.

Business Response
Mr *** made the initial complaint on July 16th, 2013. Mr. *** provided a picture of the damage on July 17th. By the 18th we responded with our conclusion.
Please refer to the text below for the content of the email:

"Based on the picture, we have determined that the rotted wood in question is part of your deck. It is not a structural member of the frame of your patio door.
While we are responsible for replacing any rotten structural members in the process of the installation, we are not responsible for replacing any members that belong to the deck.

We have also determined that the bottom piece of aluminium cladding has been bent - it is not an installation defect.
If you would like, we can send an installer out to replace the cladding. However, it will not be free of charge.
To complete the service, we would first need you to replace the rotted wood member of your deck. "

In response, Mr *** requested for an inspector to come out to take a closer look.
We complied with the request and had one come out on July 24th.

The on-site inspection confirmed our initial assessment that the deck was rotten, and had to be fixed before the cladding could be replaced.
In accordance to our company policy all agreements between company and customers must be put in writing.
We have no record of our inspector signing an agreement with with Mr. *** to have the cladding replaced free of charge or for that matter telling the client that we will perform this extra job free of charge.
As we have the email on record notifying the client that the service would not be free of charge, this document is preeminent.

As you can see this complaint is absolutely baseless and therefore we ask not to list it on our BBB complaints summary.

Consumer Response
(The consumer indicated he/she did not accept the response from the business.)
I do agree that our nativity caused us to trust the person who did the removal of the door cladding based on his words, but this was also part of language barrier on the part of the home owner. If the inspector never said it would have been a free re-install then we would have never have him remove it, as it was a simple job to replace the rotting wood that the cladding was covering without disturbing the cladding.

While its most likely impossible I'll ask if the original piece of the cladding is still around that can be returned so that we can re-install it on our own accord.

If this is the final exchange I'd like the ask BBB to keep this on file as a lesson to future customer that they cannot trust this company on word of mouth between the customer and the onsite installer because they company does not back up those claim and in most cases that you will not be able to find the installer once the job is done.

In summery: This whole situation could have been avoided if the installer made us aware of the problematic area prior to covering it with the cladding like they agree.

Final Business Response
As we have indicated above, the client was given official notification by email that the repairs on the cladding would not be done free of charge as we were not liable for the damage.
It is our company's policy that if there is any extra work that needs to be done on a project, then it must be agreed upon in writing to avoid misunderstandings.
We have completed the project as per contract, were forthcoming in trying to resolve the issue for the client when it arose, and were clear in the communication of any extra charges that
applied. We maintain that we have done nothing wrong.
We do not have anything further to add to this claim, and ask the BBB to remove this complaint as it can be considered libellous as it does not communicate our unwillingness to work with the client, or a lack of transparency but instead attempts to get out of paying a fee that the client was informed of when the issue arose. Please remove this complaint from our file.

07/21/2014Problems with Product / Service

Industry Comparison| Chart

Window Companies, Energy Conservation Stores, Windows - Vinyl, Storm Window and Door Suppliers, Patio Door Suppliers, Door Companies, Windows & Doors - Installation, Windows - Installation/Service

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