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:11/03/2025

  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.

  I just sent 1999 characters explaining whole situation. Ecoline windows did not finish job that was promised and it deleted somehow but everything else was still here. Dont know what happened or if it was sent to you. Please call me at ************ to let me know if you received it. Thank You

  Customer Answer

  Date: 11/03/2025

  I spoke to *** and he told me I could put my complaint on here. I am in the process of trying to get some work completed from ECOLINE WINDOWS. I was looking for contractors to do my windows at house and wanted to make sure that any stucco that was damaged in process of installing windows would be fixed and was dealing with **** ECOLINEs salesman that sold me the contract. He said that they would fix any damaged stucco on outside. And that all their work is backed by ****** so there would be no issues with work. He said only thing they dont do is any muding or taping of drywall on inside so I agreed to Sign a contract for $30,000   They replaced all the windows and a sliding balcony door which I got a building permit from the City of Calgary to proceed with work. After work was done they fixed all damaged stucco as promised. Then the city of Calgary came back to do inspection of work done on sliding balcony door and said that ECOLINE did not install a drip cap on top of framing for patio door to divert water and told me without it water will get inside and rot frame so I needed to get that installed to pass code. So I called ECOLINE and made an appointment for them to install drip cape above sliding door. They came and installed drip cape but cut a couple inches of stucco above the door when they installed it. They told me they arent the ones that do the stucco. They said someone that does the stucco will come out and do it but I should not leave open to long so I called to set up a date for them to do the stucco and they made the appointment for someone to come out a couple months afterward so I agreed to date but on that date they said the weather is to cold and they made a new date like a month afterwards and o agreed again then the day before they were going to come out to fix they called to confirm the time the following day and I agreed I would be home and took day off work then on the day they agreed to come they texted me and said I hope all is well but we dont fix stucco damage. If I wanted to talk to someone just call. So I called 4 times and only answering machine saying they will respond within 2 days. Left messages with no reply via text or phone and its been almost 3 weeks. I called the salesman **** and told him and he said he will try to contact them to see what the heck is going on and last I talked to him he said he relayed messages to them and their not responding to him either. Im quite uneased with this kind of business behaviour when Im supposed to have a warrantee on windows for many years but they do not respond and carry on in this manner. All I want is work that I was promised that needs completion gets done and I didnt want to have to go to the Better Business Bureau to help me resolve this issue with ECOLINE but am left with no choice. Thanx

  

  Business Response

  Date: 12/03/2025

  It is important to clarify that Ecoline Windows is not responsible for repairing the stucco around the patio door, as the client's contract explicitly states that "exterior repair is not included" in the installation details for the patio door.

  At Ecoline Windows, we prioritize our clients' satisfaction. To assist the client with this matter, we are open to reviewing quotes for the necessary stucco repair. We kindly request that he obtain three separate quotes from contractors for the required work and provide them to us. Please note that these quotes should not be accepted without prior agreement from Ecoline.

• Initial Complaint

  Date:24/02/2025

  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 had windows and doors installed by Ecoline Windows Calgary. The patio door is 8 inches under code, the front door was not installed correctly and now has large amounts of ice that melt onto my hardwood floors when it warms up. I have tried to have this issue rectified multiple times. The company is now lying to me when speaking with them. I was told by their service manager that all patio doors produced by Ecoline windows only open 24 inches, and the door stoppers have already been cut below recommended specifications to try and make the door open wider. On the last service visit the installer was very rude to my wife in our house trying to pressure her into signing a contract that stated all repairs were now completed. Ecoline windows is not welcome inside my house, I now want a refund as they have shown they are a deceitful company that does not follow building code and when questioned will lie to you.The minimum code for an exterior door opening on a dwelling is 32 inches as per the City of Calgary building codes.

  

  Business Response

  Date: 25/02/2025

  We would like to clarify that the door we installed was in accordance with the specifications outlined in the signed contract. Our team has confirmed that there are no issues with the patio doors. The client has indicated a desire for a different style of patio door than what was originally ordered, and we wish to remind you that this will incur additional costs.

  All products supplied and installed were done so in full compliance with the terms of the contract. While we acknowledge there were some service issues previously, our installers have addressed these concerns and have verified that the installation is now in proper order.

  Should the client wish to proceed with a new door, please be advised that they will be responsible for covering the associated costs. As per the terms of the signed contract, custom windows and doors are non-refundable and non-exchangeable.

  Customer Answer

  Date: 02/03/2025

  I was not looking for a different style patio door, I had a 3 panel door removed and was having a 3 panel door installed.  From day 1 the door was not correct as the measurements were not correct which left us missing the interlock for the winter leaving a large hole the length of the door.  The company then tried to remake the door panels to correct their mistake, after they had reinstalled the patio door it now ran rough needing 20 lbs of pressure to open the door when it is cold out, and the door opening was 24 inches.  When speaking with the service manager he informed me the bump stops had already been cut below recommended specs, and all the patio doors they make open 24 inches.  We have tried to remedy this with the company multiple times and now would like a refund for our doors as well as the damages done to our house.

   

  Complaint: 22979573
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 05/03/2025

  The doors were measured to fit the rough opening in the client's home, ensuring that all specifications outlined in the signed contract were adhered to. The installation was executed by our trained professionals in accordance with industry standards and the agreed-upon terms. After thorough review, we have found that the installation meets all requirements. Consequently, we are unable to offer any refunds or compensation, as the work performed aligns with the contract stipulations and was completed to our quality standards.

  Customer Answer

  Date: 10/03/2025

   
  Complaint: 22979573
  
  I am rejecting this response because:

  I was not looking for a different type door, i had a 3 panel patio removed and was being replaced with a new 3 panel patio door.  I have provided evidence through pictures of the door opening not meeting minimum code for an exterior door opening from the City of Calgary.  Along with pictures of large amount of ice inside the house when it gets cold out.  The company also did damage to my home when it was being replaced 2 times.

  The door that was originally installed did have a wider opening, after this company came out to rebuild the door again after improperly measuring and installing the door the opening is now 8 inches below code.  I did not sign a contract with this company that agreed to have a door that does not meet code installed in my house.

  The service manager i spoke with on a recorded line did state all patio doors this company produces open 24 inches which is a lie, as this is way under code.  this company uses deceitful tactics to cover their poor workmanship.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:16/01/2025

  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 writing to express my dissatisfaction with the work your team has performed on my door and the area surrounding my windows. Since the first day of service, I have had concerns about t The door was damaged and required replacement , but the work completed has not met my expectations (please see attached photos). The sides of the windows were not properly prepared before painting. No Paint done around the windows is unsatisfactory and inconsistent with the surrounding walls. (Please see attached photos ) on windows is missing the blind.(Please see attached photos) Silicone was applied in areas where it should not have been used( Please see attached photos) Due to these issues, I hired a professional to assess the work and ensure it meets industry standards. The assessment reveals errors or damage caused by your team, I hold your company given the lack of satisfactory resolution so far. I cannot accept any further work from your team because for dissatisfaction, performed surrounds my windows See attached for photos and quote for all windows and email for what should be done ( Good Afternoon,It was a pleasure meeting you yesterday, please find attached the quote regarding o What we would do is first remove all the silicon and dapp from where they tried to patch the windows, then we would mudd and tape the sides of the window trim and door trim that requires it, and * door trims. Then we would re-seal the sides of the trim with proper dapp so that it will look proper. They never should have used silicon on the sides, it's non paintableThank you for you

  

  Business Response

  Date: 17/01/2025

  The service appointment has been scheduled for today. Our service department has communicated with the client and requested their participation in reviewing the project with the installer. Upon completion of the service, we will provide a comprehensive list of outstanding concerns. 

  Customer Answer

  Date: 20/01/2025

  
  Complaint: ********
  
  I am rejecting this response because: my frustration with the lack of response and cooperation from Ecoline regarding the damage caused during the installation process. Since the installation, I have been sending email requests to Ecoline, demonstrating good cooperation and patience, seeking to have the damage repaired. Unfortunately, my requests have been consistently ignored, leaving me with no choice but to escalate the matter.
  Despite my attempts to resolve the issue amicably, Manager ****** refusal on October **, 2024, claiming it is not Ecoline's responsibility, has further complicated the situation. This response is unacceptable, given the circumstances and the clear responsibility Ecoline bears for the damages caused during installation. 
  Sincerely,
  
  ********** ******

  

  Business Response

  Date: 20/01/2025

  Ecoline Windows completed the slab replacement for the client on January **. We have another outstanding service on file to address the drywall damage, and we will schedule it as soon as possible.

• Initial Complaint

  Date:18/11/2024

  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.

  Very poor install on windows and new doors in April/May 202*. Complaints have been made previously to Ecoline and technicians were sent, but nothing was ever fixed properly. I can still see outside of my house from inside at the French doors on the deck, on the top and bottom of the door, and the technician who came to view said its good, Im not willing to accept this at the price we paid. It doesnt lock all the time my front door snags often and hardware has been stripped from installers so unable to tighten anymore. There is still glue residuals around most windows. Ecoline has been here five or more times to rectify and has never been done properly, neither of the doors operate as a new door should, they drilled out the strike plate with a step bit instead of proper install, the French doors on the balcony are sagging. Ecoline advertises professional installs, I have pictures of what they would consider professional, which in anyone elses book would not be. Opportunity to properly fix has been presented several times over the last year. I have asked for an installer that has not been here yet to attend so they can see what has been done to my house and whether they consider it a professional install or not, yet they send one of the same installers. One of the technicians that was at our house was a veterinarian, not a construction professional. I have discussed with Ecoline several times over all the issues. The only one settled was a cash payment for a light they broke which they also denied breaking when I saw the window fall inside the house while they were installing it - this was the veterinarian installer.

  

  Business Response

  Date: 20/11/2024

  Following a discussion with the client, we will schedule an inspection appointment with the installer different from thw one who attended earlier appointments. 

  Customer Answer

  Date: 21/11/2024

  The business has scheduled an appointment with myself. This is a start. I am NOT ready to drop the complaint until the issues have been addressed or rectified. The appointment is not scheduled until Nov. ****. I will update the BBB, with results from the scheduled visit.

  Customer Answer

  Date: 04/12/2024

  Ecoline windows sent a technician today December*  at ** o’clock this morning. It was one of the same technicians that’s been here in the past, and I did not allow him in as this was not what was agreed upon. Ecoline stated in an email “  I am not sure of the name yet, as we will assign someone from Calgary, it won't be a person who was installing last year as he left the company” this was not the case or what was communicated.

• Initial Complaint

  Date:15/11/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Ecoline windows installed our windows * weeks late.They installed windows that were measured by their people and don't fit.However ecolines workers chose to install the incorrect size of windows anyways.The day of installation the installers admitted the windows were measured wrong.We can just put some smart board around the window frames on the outside to cover the gaps around the new windows.Thats to repair the outside window ********** the windows inside were to large to ****** they cut the plastic frames to fit and hammered them in.split my new drywall in 9 different spots.found out the frame was ********* they filled the gaps with caulking.Looks terrible.They have been back twice since Oct 10 2024 for what they call a service call.With excuses that the home is old etc.etc.They came Rememerance day at 10:45 to fix their mistakes.We were on our way out the door to my daughters Girl guide Remembrance Day ceremony.l was shocked,apparently *** wrong they were arriving on the 12th not Remembrance Day.Ok Whatever my mistake.There wasn't even a conformation on the date and time of the the Service call.The first apology l have got from them.They admitted they should have called yesterday but didn't.The workers then wanted to put plain flat molding in replace of the colonial style frames that are on all the other windows they installed.l almost let them do it.I also had one other window company look at the installation and * contractors look at the installation.Everyone including their own installers admit the measuring was ********* they just want to bandage up their mess.They should be remeasured and the proper size windows put in and the same trim as the other windows so they atleast match.Note all * windows are to small on the ********** first they were going to only ad smart board to the Bay **************************** they were going to ad trim to all the windows outside.We want the windows and trim in our contract.Nothing more nothing *********** homes don't have *inch walls.

  

  Business Response

  Date: 26/11/2024

  Ecoline Windows scheduled an inspection with the client in the presence of the installation manager, project manager and VP of operations. The purpose of this inspection is to assess the project and offer solutions. 

  Customer Answer

  Date: 27/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:This will be the *** service call for windows that  have allready been installed.We are not even close to having the windows errors replaced. I only want what our contract says nothing more nothing less.lm not intrested in cut up and missed measured windows being taken apart and refinished and the trim not matching the rest of the windows.We paid for sealed window units.We will see what kind of proposal will be offered by econoline.  THIS WILL BE THEIR *** service call to patch or cover up their mistakes,made on the windows installation by ecoline windows! 

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

  

  Business Response

  Date: 28/11/2024

  Further details will be provided following the scheduled appointment.

  Customer Answer

  Date: 30/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  This is the *** appointment to find an answer to the wrong size windows installed.This will be my last attempt to work out a resolution with ecoline.l hope they admit their errors and remeasure the windows and have the proper windows made again and installed properly.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/12/2024

  We will provide an update on our response following the scheduled inspection on December 6th. 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:I have now recieved this very same message twice now.l also have had 4 service calls and one telephone conference call.With excuses for the poor installation of our windows.l will not be satisfied untill our windows have been replaced with ones that fit.We want just what our contract says nothing more nothing less.We don't won't our  seeled windows taken apart and nailed back together.Or windows that stick out over an inch.During the last telephone conference,l had to ask ** before ecolines professional installer answered my ************ FAR SHOULD THE WINDOWS STICK OUT FROM THE HOUSE?His reply on a recorded conversation was half an inch.The windows have been improperly measured and were installed anyways.We Will see what happens on another service call.Service calls?The windows need to be replaced.These windows were to be installed in August.Over 3 months and our windows are still a mess and continued service calls with excuses,instead of replacing the improperly measured windows.
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 09/12/2024

  December *** 2 people showed ****** person l asked never to come back because he was rude and would not let me speak.ln fact because l was asking questions about the poor installation.This one person (*****)even said during a recorded conversation he did not like me.

  I opened the door to my surprise there was ******** and ******.l told ******** l would speak with him but ****** should not be here.l closed the door.A few minutes later ******** came to the door again.******** explained the professional that was supposed to arrive today couldn't make ***** we are going to have a phone chat and l show him the problem.We walked threw most of the issues.The whole time they spoke Ukrainian.l had my hand held recording device.l recorded the so called service call.l explained my concerns In the recording.With nothing being  answered.

  After ******** took more videos and pictures.The person on the phone with ******** ******** said he would call me back Monday with a solution to the windows.

  Well it's now ***** am Monday no call back yet.

  

  Business Response

  Date: 18/12/2024

  Our Vice President sent the client an email outlining the proposed solution, which included the removal of windows, jamb extensions and brickmounds, and the reinstallation of windows with an exterior custom finish, either with PVC casings or MDF. This will be carried out by a Calgary-based installation manager, who will be happy to come and demonstrate the solutions in person. 
  

• Initial Complaint

  Date:12/11/2024

  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.

  Ordered windows from Stage by Ecoline at ****** June 7, got them installed on Sept 9, the upstairs window was built upside down from what we ordered, it is now Nov 10 and this has still not been corrected. We also had them put a window well in for us to have a larger basement window and they did not install a weeping tile even though we had asked when we originally signed the contract if the window well would be done properly so we had no flooding issues. They said yes, put a window well in after first telling us this is a contracted out job, called us back two weeks later and said they now install window ***** themselves so we were refunded by them for the contractors and then we paid ecoline to do the window well. They cut the concrete hole, installed the window well and then put in the window on Sept 9. On Sept 12 we woke up to rain and a waterfall coming in the window because the water was half way up the window. They said yeah we hit **** when we dug the hole but nothing was said to us about that, they just filled in the hole with gravel. When we called to say it was flooded, all they did was vacuum the carpet and we had to call and complain that we needed the window well correctly installed. They said we didn't pay for that weeping tile, while I assumed they knew that when putting in a window well it has to be installed correctly(meaning if it needed that, they should have installed it) they came back to install a pipe for drainage. Now we are wanting damaged taken care of, and the window on the inside to be fixed as there is now bubbles in the finishing of the window and there is still no casing. This company has not had great communication with us to give us dates on fixing these problems. They keep brushing us off as if there is nothing wrong. They didn't even install what we ordered!!

  

  Business Response

  Date: 13/11/2024

  With regard to the concrete cut, our responsibility is limited to performing this task in accordance with the terms of the contract. The client is responsible for obtaining the necessary permits, as well as for the irrigation and grading around the house. Our responsibilities included the following aspects of the installation: cutting the concrete, digging the egress-size window well, installing the window well and the framing for the new window. 

  In 2019, the City of Calgary introduced a new requirement for all new builds to include a drainage system called a weeping tile. As the property in question was constructed prior to 2019, the weeping tile drainage system was not a requirement. To assist this member, our installation manager rented the necessary equipment to do this for the member and even provided her with a discount of $400.00. Connection to weeping tile was not part of our work in the first place.

  With regard to the large window, we have placed a new order for the correct configuration and will make an appointment as soon as it arrives. 

  Customer Answer

  Date: 19/11/2024

   
  Complaint: 22537079
  
  I am rejecting this response because: When window well contract was originally signed it was stated to us that the window well would be installed correctly including being able to drain properly if there was enough water getting in it. Awhile after that contract was signed we were called and informed that the window well would now be installed by Ecoline instead of contracted out and we had to sign a new contract. Now the window well was put in, it rained and it flooded two bedrooms in the basement. They say they gave us the weeping tile for free but that should have been installed before they said the well was complete. As according to the contract I signed, in the event that structural issues arise during installation, Ecoline windows will be required to perform the work to ensure proper completion, in the event of which extra charges apply, which we would have been happy to pay to have the weeping tile installed, had we been notified the company had hit **** when digging the window well. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 20/11/2024

  The weeping tile was not included in the original contract, and we informed the client of this during the basement flood incident. In a spirit of good faith, we went ahead with additional work. Ecoline is not responsible for grading around the windows or the soil condition.

  Customer Answer

  Date: 21/11/2024

   
  Complaint: 22537079
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/11/2024

  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.

  I ordered custom windows from Ecoline windows. A sample from my wooden window frame (old windows) was taken by the sales representative in ******************** to be shared with the factory to match the colour. They did not match the colour, instead they used an off the shelf colour by sico called Midnight Bath. ******************************************************************* . I can tell because they left a touch up bottle of paint which has the paint code and name on it as per the picture. Now our windows are mismatched and look horrible. We've paid for a custom colour, did not receive it, received wrong colour and now our house has been devalued by their mistake and they refuse to own up to it or do anything about it.

  

  Business Response

  Date: 06/11/2024

  Our project manager will be contacting the client directly to discuss the matter further. 

• Initial Complaint

  Date:04/11/2024

  Type:Order 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.

  Subject: Request for Immediate Resolution of Blackout Blinds Issue SAAS CONTRACT ****** ******* Dear Sir,I am writing to formally request a resolution to an issue with our contract (SAAS CONTRACT ****** *******) dated June 27, 2024, for nine cellular blinds installed on August 8, 2024. All four blackout blinds provided were undersized, allowing sunlight to pass through the sides, which I reported immediately to Project Manager **** Ostapets and subsequently via multiple emails.Despite my follow-ups, I received an email from **** on October 3, 2024, stating the product meets standards. This response overlooks the primary functionality of blackout blinds. The photos for the defective blinds are attached herewith.Given the three-month delay, please advise on the next steps to replace or adjust the defective blinds for proper coverage. Your prompt response is appreciated to resolve this matter ******************* regards,Dayal

  

  Business Response

  Date: 04/11/2024

  The blinds are manufactured from a blackout material. The measurements were taken correctly and the installation was carried out in accordance with the contract. Blackout blinds are designed to block sunlight from the centre, and should be made from blackout material. It should be noted, however, that not all sunlight is blocked from passing through the sides. This is the standard structure of all blackout blinds. 

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22508626
  
  I am rejecting this response because:Ecoline's response is not acceptable because as stated earlier, I have no issues with the material manufactured for the blackout blinds, however the issue lies on the gap existing between the blinds and the window frames is more than acceptable limits (1/4 in to 1/8 in) in construction industry. 

  This is due to the flaw in taking the right measurements for the blackout blinds which reflect the poor workmanship of Ecoline's personnel. As you seen in the attached photographs the gap between the blackout blinds and the window frame is more than acceptable limits allowing the sunlight to flow directly into the room while not serving the purpose of blackout. None of the other 5 light filtering blinds do not have this issue and the blinds are flushing with  window frames with minimal allowable gap.

  Hence Ecoline's response is unacceptable and unprofessional for their works completed at my residence on the blackout blinds. This flaw was agreed to us then by their installers who accepted this after the blackout blinds were installed and informed us the same shall be reported to their company. Please refer to the photographs attached herein and request Ecoline to take the right steps to address this issue for me. 
  
  Sincerely,
  
  Dayal Madhavan PMP, P.GSc, EP, P.Geol.

   

  

  Business Response

  Date: 06/11/2024

  The blinds were measured correctly and installed as per contract.

  Customer Answer

  Date: 06/11/2024

  Thank you for confirming that the blinds were measured and installed as per the contract.

  
  However, please see the attached photographs of the blackout blinds, which may indicate they arent fitting as expected. Unlike the other five non-blackout blinds, which fit flush with the window frames and effectively block sunlight, the blackout blinds have visible gaps on the sides.Specifically, the gaps exceed inch, while industry standards suggest a gap between 1/8 inch to inch for a proper fit.

  
  I believe there may have been an error in the measurements taken, leading to light leakage through the gaps. Could Ecoline review the installation together with me to ensure they align with the standards we discussed?

  I appreciate your assistance in resolving this.

  Best regards,

  Dayal Madhavan

• Initial Complaint

  Date:25/09/2024

  Type:Order 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 entered into a contract with this company on April **, 2024.The installation was completed on July *, ******* front door was not installed correctly and the frame provided by the company is too large for the door.I have a litany of email communication and phone call records that have netted me no resolution on my front door.Nothing but false promises and dodging of responsibilities has lead me to the BBB.This is my last step before seeking legal advice.I want what I paid for....nothing more and nothing less.

  

  Business Response

  Date: 01/10/2024

  We apologise for this inconvenience and will do our utmost to avoid any further issues. The client was contacted by our service manager, who provided assurances that the part will arrive in the correct format and that the project will be completed to the client's satisfaction. 

  Customer Answer

  Date: 02/10/2024

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

  The service manager did call on *****2024 after multiple attempts to resolve on my part.

  I do not want to close this complaint until my door and frame are actually installed correctly.

  The service manager (*****) told me to expect mid October.

   

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

• Initial Complaint

  Date:18/06/2024

  Type:Order 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 entered a contract for blinds on May ** and made a downpayment of $******. Decided the blinds weren't a fit for the house and cancelled the contract (by email and stopped by their office) within the ** day window stated on the contract. Cancellation confirmed by Ecoline on May **** by their agent ****. Contract says seller has ** days to refund to deposit. After the ** day window, I have contacted **** multiple times and she confirmed all had been approved by their finance department and the refund should be in my account about a week and a half ago. She said she would monitor and get back to me if it was late. She didn't. I called her again and she again said it will be in my account soon. It wasn't. I have since been in touch with her again and have asked for the number to their finance department so I can discuss with them, and she has not replied to me. I have also sent two notes to their service department - they send back a note saying they will be in touch within ** hours, I have never received anything back from them. They also seldom answer their office phones listed on their invoices. I had Kates number as she was the sales rep. **** frustrated. I did my part. It is now almost a month since I cancelled and the contract committed to a refund within ** days. Promises, but no action.

  

  Business Response

  Date: 18/06/2024

  Please be advised that our cheque run is scheduled for once a month. Refunds can only be issued by cheque. The cancellation request was approved and the cheque for the refund of $****** was mailed on June **** so it should arrive any day. In the event that you do not receive the cheque in the coming week, please email ************************************************************ 

  We apologize for the delay and inconvenience. 

  Customer Answer

  Date: 20/06/2024

   
  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. The cheque was received and deposited,

   

  This could have all been avoided if the business had provided the information they gave in the BBB a response to myself. Being ignored and told no details does not resolve matters.
  
  Sincerely,
  
  *******************************