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:07/06/2024

  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.

  My wife and I entered into a contract with Ecoline windows on the **** of Febuary 2024. We dealt with a lady who went by the name of ****. I had made purchases from them just * years previous with a different sales person. Anyway, today is June *** 2024; and despite being sent an email stating that there is a " shortage of materials" and that we will be called, the original deal was for them to be installed in April or by the middle of May. It seems to me, that there is something else going on here and there is a reason that they are dragging their feet on this.Secondly; announced to the public was an "energy reduction rennovation program" that was either being promoted by ECOLINE themselves or by the government. I believe it was for a **% reduction of the cost. Our sales agent " Anastasla" never brought this up to me, but instead provided my wife and I a *% senior discount. I then went to who I was told their manager, ****************; that I was entitled to the ** or **% discount for my purchase as this was the better of the two deals. Then I had to deal with **** on this and it was very difficult. I still have not received the **% discount for which this program was to be offering. Now, I don't know if I'm not seeing something here or not. Anyway, this is only a small issue as I have not received any windows and have not been even given an installation date and here we sit on the *** of June. I have lost faith with these people and would like a refund at once. I feel that they have not bargained in good faith or been transparent through out this process. The last time I consumated business with these people was * years ago, and experienced no problems what so ever. Now there seems to be problems. Not in taking our money but more so in the deliverence of their product and in honering thier energy discount.

  

  Business Response

  Date: 07/06/2024

  We contacted the client directly to address the outstanding issues, and we are glad to report that they have been resolved. Once the order has been received, we will contact the client to schedule the installation. 

• Initial Complaint

  Date:27/05/2024

  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 had all the windows in my home replaced by Ecoline in early 2019. I had many issues with defects in the glass units resulting in almost all of them being replaced several times. Recently, my home was inspected and the inspector noted that almost all of my windows did not have **** coating on them, which is something I paid for, and was confirmed on my invoice. After contacting Ecoline and asking them about it, they had me conduct several tests that would show I have **** coating. Unfortunately all of these tests failed. When I tested two brand new windows in my basement that were provided by another manufacturer they tested positive for ****. Again I asked that Ecoline provide an explanation and welcomed them to come test themselves. Despite a *** party test, and * testing methods that THEY suggested all of which showed the same failed results, Ecoline does not want to test the windows and insists that they all have low e. I have been patient and have given them plenty of opportunities to resolve the issue but they do not seem interested. Attached are pictures and email correspondence.

  Customer Answer

  Date: 27/05/2024

  Please see attached

  

  Business Response

  Date: 28/05/2024

  It is not possible for the windows to have been manufactured without the Low-E film applied to the inside of the outermost pane, as our factory does not produce insulated glass units without the Low-E applied to at least one pane of glass. In this case, it would be the inside of the outermost pane. The blue tint visible in the reflection is the Low-E coating.
  

  Customer Answer

  Date: 28/05/2024

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

  Ecoline hasn't proved to me by conducting their own testing method or use of an electronic tester, that there is Low E.  There isn't even a certification stamp on the glass or window frame indicating **** and glass specs.  Simply stating its impossible isn't a resolution. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 28/05/2024

  Basement window - not supplied by Ecoline

  

  Business Response

  Date: 29/05/2024

  Further to our previous response, we would like to confirm that we do not manufacture windows without Low-E.

  Customer Answer

  Date: 29/05/2024

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

  Ecoline has yet to prove there is **** on the windows.  I have been contacted by a project manager and will discuss further.  Until then, this remains unresolved.

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

  Customer Answer

  Date: 11/06/2024

  Met with Ecoline representative.  Waiting on written documentation. 

• Initial Complaint

  Date:21/05/2024

  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.

  On April ***** 2024 Ecoline Windows installed ** windows into my home. I was assured by the salesman that the windows would be installed and the existing casings would then be placed back in the exact way they were before the old windows were removed. Two years ago i had new casings spray painted and installed by a finishing *********. they fit snug to the walls and the windows. This was an expensive venture but i was emphatically told that i would see no difference with the new windows and the * year old casings. I am totally disappointed in the workmanship done by the installer of the casings. There are gaps between the walls and windows on every window. The casings have been damaged in places and it is very obvious this job was not done professionally as it had been previous to Ecoline coming into my house. There are also cracks in the walls between the windows that had not been there. i have asked to speak to the regional manager but instead a sales manager phoned me and then proceeded to argue with me that because it was an older home the casings would not necessarily fit as they had previously. As these casings were only * years old this was not true. They were perfect previous to April ** 2024. I paid a total of $********* and have been left with a shoddy job that is not acceptable. I expect the casings to be replaced professionally to look the same way as before or a discount given in the amount it will take me to hire my own finishing *********. I will happily get a quote. I am happy with the windows themselves but not how the casing were put back nor am I happy with the mess left behind. A layer of white drywall dust covers every surface. Ecoline windows are insisting that I must be at my home if they are to come up to "look" at the problem. My parents also live in my home and I work on the coast for months at a time therefore I can not be there but my parents can certainly represent me. I am seeking a quick resolution to this problem.

  Customer Answer

  Date: 23/05/2024

  Third party consent form attached.

  

  Business Response

  Date: 23/05/2024

  The customer's contract includes "Casing re-installation only (of existing casing)". The customer has been informed several times that the old siding will need to be repainted and that this is the customer's responsibility. The customer's contract also states "Casing must not cover imperfections around window/door/patio door". 

  Customer Answer

  Date: 23/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: they have not addressed the problems as stated in my original claim. The problem has nothing to do with painting but with the install of the casings. The casings do not fit snug to the windows or walls as they did previous to the Ecoline Windows installation.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 23/05/2024

  We have proposed to the client that we perform the inspection to create a list of outstanding issues that we are willing to fix as part of the warranty. Unfortunately, we are unable to proceed with the service until the proper inspection has been completed. To date, the client has not responded to the proposal of the inspection. 

  Customer Answer

  Date: 27/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: I had asked to speak to the Regional General manager, and I am still waiting to hear back. I do not want to talk to a Sales Manager. There was never a proposal from Ecoline in writing just a phone calling saying they would send someone up as long as i guaranteed I would be at the house. This is not possible. When I said I could not be at the house I heard no further from them.  If they send someone up to evaluate the concerns I have, my parents can show them the areas of concern. I was told the casings would be put back in the same manner and condition they were in before this job started. I am not talking about painting. The casings should fit tight to the windows and walls as they did before this job began.

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

  

  Business Response

  Date: 28/05/2024

  While we do not require the client to be present, we do recommend that at least one decision-maker be present, such as one of your parents. Furthermore, we can arrange a video call during the inspection as an alternative. The project coordinator will contact the client to schedule the inspection appointment. 

  Customer Answer

  Date: 28/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: until I am satisfied that they are coming to the house and arranging to fix the problem. I will be happy to set an appointment time with my parents

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

  

  Business Response

  Date: 31/05/2024

  We are prepared to schedule an inspection to evaluate the issues at the installation site. The service will be scheduled only after that is done. 

  Customer Answer

  Date: 03/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: i will not sign off on this until the casings are done properly and in the same condition as previous to the windows being installed by Ecoline Wndows. i suggest a date be chosen for evaluation from the following days. June * * *** *** *** *** *** *** ** ****. the last time you responded you said you would set up an appointment. So far, I have not heard from you. PLEASE do not phone as I cannot answer my phone at work. Pick a date and time and someone will be there to point out the problems. Either use this site or email me at ******************.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/06/2024

  The inspection was scheduled for June **.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: It was my understanding that on June ** we were having the garage windows installed not dealing with this problem. I have given you dates that will work for an Inspection. As I need my parents to be there those are the only dates for the Inspection. the window installation on June **** is still good as my brother will be there.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/06/2024

  This was the date proposed for the inspection. If this date is not convenient for the inspection, the scheduling department will arrange an alternative date. 

  Customer Answer

  Date: 04/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: according to the phone call both my mother and I received from a woman in the Ecoline Office the date of June ** was for the garage window install. can we please make the date of June ** for the inspection and window install on the ****.  Please let me know who will be coming up to do the inspection.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/06/2024

  The project manager, ****, will be attending the inspection. Unfortunately, there is no option to invite another representative since **** is the individual who has been working on this project from the beginning and there is no way to change the project manager. The installation manager will also be in attendance at the appointment. 

  Customer Answer

  Date: 07/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: I am confused as to why I am receiving answers from Ecoline Windows through BBB and also to my personal email. It seems there is a contradiction. To clarify on June ** between *** Ecoline windows will send someone to go through the deficiencies NOT to install the * garage windows? I will not be there, but my father will be to represent me. Please confirm through BBB as to this.date.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 13/06/2024

  The jambs arrived today, so we will add the garage window service to the inspection. 

  Customer Answer

  Date: 13/06/2024

   
  Complaint: 21735754
  
  I am rejecting this response because: My original complaint was about workmanship not install. It's great that the garage windows will be completed but that has nothing to do with the complaint of poor finishing on all windows. I will not accept anything until all the problems of workmanship are completed. Tomorrow, I want everything that needs fixing to be put in writing.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 19/06/2024

  **** from Ecoline Windows was at the house on Friday June 14th and looked at the problems. He is to set a date to have the frames re-installed properly and to my satisfaction.

  

  Business Response

  Date: 20/06/2024

  Ecoline Windows has been attempting to contact the client to schedule a service appointment for the reinstallation of the casings. Despite repeated attempts to reach the client by phone, we have not yet been able to connect. We will continue to call until we can schedule the appointment. 

  Customer Answer

  Date: 21/06/2024

   
  Complaint: 21735754
  
  I am rejecting this response because: I cannot answer my phone during business hours as I am at work.  Please text or email me.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 24/06/2024

  Sure

  Customer Answer

  Date: 24/06/2024

  On June 14, 2024, **** from Ecoline Windows came to inspect my complaints. My mother asked **** to put in writing what was going to be done to fix the problems. I have not as yet received anything regarding this. I want to see what the plan is before a date is set to fix the issues. i also want to know who will be fixing the problems as I do not want the same person that did the first installation of the window frames to do the repairs. I expect the window frames to fit as they did before Ecoline Windows started this job.

  Customer Answer

  Date: 02/07/2024

  Hello, I am confused as to why Ecoline is not answering to my request for their plan in writing as to how they are going to fix the problems that i have listed previously. Their plans were to be put in writing before making any arrangements to book a date for service. I will not commit to a service call until I know what they plan to do to fix the problems

  ***

  

  Business Response

  Date: 02/07/2024

  As mentioned several times verbally and in writing, Ecoline Windows will reinstall the casings closer to the jambs.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21735754
  
  I am rejecting this response because: My concerns have not been addressed. 

  1. I have asked for a detailed explanation of how this problem will be fixed in writing. The casings on the original windows were new and in perfect shape. That is no longer the case. telling me they will be put back closer to the jambs is not a detailed explanation.

  2. I have asked who will be doing the service call as i will not have the same fellow do the repairs that did the work in the first place. This also is to be in writing. I do not want any further damage to the casings or walls.

  3. I have not received anything in writing to date even though you say it was sent.

  4. I would like to resolve this as soon as possible so my parents can put the window coverings back on.

  5. i expect this to be a professional job. i can have my original finishing ********* do the job if Ecoline cannot do it professionally but I would expect Ecoline to pay my *********.

   

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

• Initial Complaint

  Date:10/05/2024

  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.

  I had * doors installed. The very first rain storm * doors leaked so bad I had water pooling inside my house at least * feet in and * feet wide.They came out and assessed the doors needed a longer threshold seal and that the drip edges where installed improperly. The service guy fixed one door and left. I had to schedule another appointment for the other door.I was told by the service personal if I buy a new drip edge it will be installed since the old ones where bent considerably in multiple areas when being taken off. This second service appointment I called and canceled, but the service personal showed up anyways.I seen they installed the longer threshold. I dont know if they truly fixed the drip edge under the siding. They also tried to take up a composite deck board and snapped it as well as took screws out of other deck boards to s**** the one the snapped down.I called to get this dealt with. The same service person came out. Denied snapping the board. Said he put blue skin on the bottom of the door which you have to remove the deck board for. Made me get the very expensive screws for my grey decking. At this visit I told him he also needed to recaulk the gap between my house and deck and around the bottom of the doors. He did the doors and mentioned that since the one deck board needs to be replaced if I could do it once that's done. I told him I could caulk the gap if he gave me the silicone but I wouldn't be doing it until that deck board is replaced. We had our first major rain storm and water once again came inside this time staining my ceiling in the basement. Warping my maple hardwood floor and soaking my bedroom carpet.My subfloor is swollen, I have black mold growing on that sub floor, my new trim I bought has swelling to it. My basement ceiling is stained and my hardwood floor has warping. This is only what I can see. Tried getting the deck board dealt with so this didn't happen and I'm getting sent in circles and I've kept all my emails

  

  Business Response

  Date: 22/05/2024

  The service is currently scheduled for May **. We will be in touch with the client once the service is completed. 

  Customer Answer

  Date: 05/06/2024

  This is what they are saying is the issue.

   

  My house is ** years old and is has never leaked before.

  I've asked for them to take of the siding and prove to me that there is water damage at the "source" of water entry and they refused to do so.

  The service personal also stated that there was wet spots I'm the foam insulation spray. 

  This install was done incorrectly from the beginning. Both major rain storms we've had had caused massive amounts of water to enter my house.

  They are willing to paint 1 patch on an unpainted ceiling but not fix the wood floors that where damaged. 

  This is unacceptable from such a big company! They need to do right by their crappy install/product and fix the damages that where done by them/their product.

• Initial Complaint

  Date:07/05/2024

  Type:Customer Service 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 my windows installed April ** and still havent received a statement of the installation which I need to get the grants I applied for . Its terrible to get ahold of someone . Im not happy with this service . I always am waiting to hear from someone for window coverings and no reply ????

  

  Business Response

  Date: 07/05/2024

  Please accept our apologies for the delay in preparing the invoice. The invoice will be sent by the end of the day tomorrow.

• Initial Complaint

  Date:24/04/2024

  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.

  I purchased a door replacement and window replacement with Ecoline. They are two separate purchase orders. However, because I am having unresolved issues with their window size and installation, they are not finishing my door installation for months, despite my email request the door to be properly finished first - they didnt seal my frame, dip cap not meeting code requirement of over the door frame and the bottom of the door frame is not covered (not mentioning their installation practice).

  

  Business Response

  Date: 01/05/2024

  Shortly after the installation, we had some disagreement with the customer regarding her order and proper finishes. As we could not reach an agreement, we sent 2 managers to inspect the installation, offered solutions, It seems like we received a verabal agreement and were planning to implement these solutions as soon as possible. We sent an email with the outlined, verbally agreed upon points and solutions so we can obtain a written confirmation and proceed with the work, the customer refuses to acknowledge and agree to the points and proposed solutions that they agreed to in person. We tried many times to reach out to them with information and get this issue resolved, with little to no luck in getting this matter resolved and closed. Our most recent attempt at resolving this matter was last week, we proposed to send an accredited inspector to an inspection to ease the customers mind and let us proceed with the work. We are still working on these solutions with her.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: this is about the door installation and had nothing to do with the window installation mentioned in the response. They have not responded to my request to finish my door installation because of the window issue. All the conversations mentioned was regarding to the window. My door purchase and install is all separate 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/05/2024

  As the customer has indicated that the door issue is separate from the other negotiations we are having, we will proceed with booking the customer in to have the door issue resolved.

• Initial Complaint

  Date:24/04/2024

  Type:Customer Service 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.

  In August 202* the salesperson said the doors/sidelites would be installed in October 202* or early November. Six months later they had not been installed after endless excuses. I then checked reviews of the company at sites other than BBB, and found some seriously concerning problems. Among which are a demand for payment in full before installation, combined with reports like the following: "destroyed every window casing in my home"; "I am still dealing with issues ** months later, and easily *** hours in calls"; "they installed with the wrong measurements and damaged some of the existing trims"; "after * months and three unreturned calls .... still no update"; "I spent tens of thousands with this company, and I am still dealing with major issues ** months post installation". And the complaints are not confined to Revdex. At a site called TrustedPros, a review by '*** in *******' relates similar experiences. Given the clear incompetence I have already personally experienced, and the adverse experiences of others reported above (which I sent you by email but which are too long to include in full here, given your limitation on the number of characters of this complaint); and also noting the company's repeated resort to the fine print in their contract, which appears designed to absolve them of any incompetece on their part. In light of this information, I am not prepared to pay the balance for this work until the installation has been completed to my satisfaction. Once completed satisfactorily, at a time I find convenient, sooner rather than later, payment of the balance will be made immediately. [Deposit already paid: $********. Balance due: $*********]

  

  Business Response

  Date: 24/04/2024

  The client was contacted by our service manager, and the plan of action was agreed upon. We will contact the client to schedule the service appointment once the necessary parts are at the warehouse. 

• Initial Complaint

  Date:15/04/2024

  Type:Customer Service 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 have been dealing with Ecoline for almost one year to resolve inferior quality and installation concerns with my doors. Ecoline is well aware of the issues but are not willing to discuss compensation. I have requested the **** of sales. *********************, to call me, he refuses. I have already sent many pictures to Ecoline. I am currently working towards involving the media.

  

  Business Response

  Date: 15/04/2024

  Ecoline Windows completed the service appointment on April **. Any further service-related concerns the client may have can be addressed under our company's warranty for product and labour. Ecoline Windows never refused the service and addresses any issues with our products.

  Customer Answer

  Date: 15/04/2024

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

  The work is not completed and various installers have caused damage to my home. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 16/04/2024

  Various paint damage, drywall damage, many imperfections on face of brick mould.

• Initial Complaint

  Date:15/02/2024

  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.

  I hired Ecoline to replace my front and back doors in September 2023. They gave me an estimate for installation for around December/January . They came out in October for measurements and I placed a down payment at that time. I discussed, with the person who came, about my screen door at the front. I said I wanted to keep it and asked if I had to remove it ahead of time and was told no but we would have to put it back on ourselves which I said was fine. I was emailed a date for installation and in that email it stated balance was due when the installers arrived on site, which I was not happy about, and then they called a day prior to installation to remind me and then mentioned that if I wanted to pay by credit card it was an extra *%, which I was not aware of and it is not mentioned in the contract that I signed. I have already complained to the company about this, and they sent me an email of apology. I believe they need to be more upfront with these policies. My main issue is when they installed my door, they removed my storm door and took it with them. I did not realize it was gone at first as there was no real inspection. The installers seemed to be in a real rush to leave and I had to go out while they were loading their truck up and ask them to come back and check my front door as it wasn't opening very well. The one installer ran and got his drill?? and somewhat fixed the issue but did not stick around for me to really inspect the job. There were a few small issues I found after they left and I also realized that I didn't see my storm door, so I tried calling but the business was already closed so I sent an email. They told me it was already thrown away so there was nothing they could do. We have exchanged emails, but their answer is always the same...it is in the contract to remove debris unless noted. I just would like some compensation for my storm door as it was in good shape, and I said I wanted to keep it. I can forward you the emails if you wish.

  

  Business Response

  Date: 15/02/2024

  The client did not inform Ecoline that they wished to keep the old storm door.  The contract specifies that Ecoline is responsible for supplying, installing the new windows/doors, and disposing of the old windows/doors. The total cost of the client's order includes the removal of old windows, delivery, installation, and debris disposal, unless otherwise specified. Therefore, the storm door was disposed of as part of the contract. 

  Ecoline Windows will not provide any compensation to the client as everything was done in accordance with the contract that the client signed.

  Customer Answer

  Date: 20/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: I did tell Ecoline I wanted to save my storm door, the contract was signed when I ordered the doors and when they came to measure the doors, I told them then. I find it interesting that the contract does not state that they charge *% to use a credit card or that the balance is due when they arrive on site, not after the work is completed, yet those things I was expected to comply with, and the contract is thrown at me for this. Seems like everything is on the business side and customers are left with no recourse, just told to read the contract. I had a similar issue with the company who installed my windows a week earlier and their response was the exact opposite without numerous emails and the job was completed to my satisfaction. 

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

  

  Business Response

  Date: 22/02/2024

  The contract clearly states the procedure for disposing of old products. The client's contract did not specify that the storm door should not be disposed of.

• Initial Complaint

  Date:23/11/2023

  Type:Customer Service 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 hired Ecoline Windows to replace two sets of patio doors, a kitchen window (which requires demolition of a window box and replacement of shingles and siding) along with a new front door.On October **** the installers arrived two hours late. We had no communication from Ecoline or the installers informing us of their delay. We had to reach out to Ecoline to find out. Upon their arrival, we received a phone call from Ecoline demanding that I pay the remainder of the balance before the work could begin. Against her better judgment, my wife sent an e-transfer even though consumer advocates advise against this and it is considered a red flag. Recalling our previous experience with window replacements, we were only requested to pay the remaining balance on the last day of the project. The installers were confused about our kitchen window box. They thought it was just a regular window install and did not know about the demolition that was to be done along with the shingles and siding. It was then determined to cancel the job for the day due to weather conditions. On October ** a different set of installers (one who didnt speak English) arrived and I explained how the cladding was supposed to match the width and style of our existing windows. We then went upstairs to give them space. We thought it sounded ****** loud so we came downstairs to check on things only to find that they had broken a pane of glass from the removal of our old patio door and there was glass all over the floor. They had already begun to spray the foam insulation around the patio doors when we noticed that they had left a large gap on the left side compared to the right side because they hadnt centered the doors properly. We asked the installer who spoke English several times to communicate with us as to what was happening and why it was off center. He completely ignored us and said I have to finish my work. I then took pictures of the discrepancy and after doing this, he moved the patio doors over until they were centered and then his partner took his own pictures. Also, we saw that the drywall had been aggressively removed with prybars so that it was buckled, crumbled and torn up to four inches past the sides of the patio doors. Also the cuts that were made to remove the drywall were very uneven. We had requested Colonial primed mdf **** inch casing in order to match the casing on our existing windows to which the project manager agreed. We were very specific about this, even sending him photos prior to the install. However, the installer showed us a 3.5 inch baseboard that he said the project manager gave him to use as the casing. After this, we felt completely violated and told them to leave our home. After they left we also noticed a 10 inch crack in the drywall above the patio doors and that the baseboard on the left side was damaged. Once the Colonial primed mdf **** window casing is installed, there will be a noticeable gap between the casing and baseboards on both sides. In addition, the floor register cover was flattened. We then walked outside to view the patio doors from the deck. We could see that the cedar siding and vapour barrier was torn out from from all around the frame opening. A professional installer would have made neat, uniform cuts with the appropriate equipment. In addition, we noticed that the screen door was completely white and not commercial brown on the exterior which violates our bylaws. We contacted the project manager who came to view the damage and he said it was completely unprofessional and that he would have been much more upset than we were. He assured us that everything would be repaired and that he would have his best team complete the install. However on October **** he texted me and said he wanted to use a slightly larger casing than we requested which was denied. I replied requesting a meeting with the owner/s to discuss how to proceed with the project as he felt our concerns were not being addressed. The project manager said he would refer this to a manager who could assist us. On November 1st, we received a threatening email from the senior account manager who downplayed the damage stating that the project manager informed her of only a minor chip in the drywall and some minor scratches on the siding. She also said it was our fault that the installers lost two days of work and that their policy was to send the same contractors to finish the job. In response to this, we sent her a detailed explanation of what transpired including pictures and stated what we needed to see happen in order to proceed. She did not reply to this email. No apologies or reassurances. On November the 7th I received a phone call from the project manager saying that Ecoline would do all the repairs and that the drywall would be repaired to the point were all we needed to do was paint which is what we wanted. There was no specific details on how these repairs would be done. Then on November 15th I received an email from the project manager outlining the work they were going to do. Our first concern regarding this email was the wording in regards to the casing replacement which stated that we would need to do taping and mudding. This contradicts what he had stated on November ***. This raises doubts as to what type of repairs Ecoline is willing to do. In addition, he said the work to be done on the kitchen window would be finished with vinyl siding which was never discussed and violates our condo bylaws as we have a wood exterior. The lack of detail left more questions than answers so I had to once again request request a face to face meeting with the contractor who will be in charge of the repairs, manager of the installation division and the general manager of the Calgary office. They finally agreed to a meeting next week with a regional manager, project manager and the installation manager but they did not include a general contractor. We are concerned about the skill level of their installers and have great anxiety that they will cause even more damage with the rest of the project. We are also concerned that the shingles they chose will not be a close enough match to our existing shingles. Since the first installation date, we have had to push for communication with Ecoline. They have not viewed our project as a priority and it has been a month that we have been dealing with this. This has caused a great deal of stress and inconvenience for us. We have received no apologies for what we have experienced or for the disrespectful way we were treated by the senior account manager. There has been a lack of urgency from Econoline to make things right for us and have not received any assurance from upper management that the situation would be resolved in a timely manner. Pictures will be provided on request.

  

  Business Response

  Date: 24/11/2023

  In line with company policy, only the team assigned to initiate the installation process is required to see it through to completion, as previously communicated to the client. Nevertheless, we have opted to dispatch a separate team to accommodate the client's requests. 

  As for the initial payment, we have informed the client multiple times that Ecoline Windows operates as a prepaid contractor. The reason behind this request is that we solely install custom-made products, manufactured to fit the rough opening of the client's home. Additionally, we provide a warranty package, ensuring that our installers are bound to repair any installation issues that *** arise as part of the warranty with our company. All clients must make payment upon the arrival of the installers on site.

  The meeting was scheduled with upper management of our company, as per the client's request. Originally, we tried to resolve everything via email, but the client expressed the desire for a face-to-face meeting which we agreed to. The meeting is currently scheduled for November ****, and we hope to address any outstanding questions related to products and installation.