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:16/11/2023

  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.

  Difficulty reaching them by phone, long distance requested, slow delivery ( *** weeks after promised date by sales person),never returned e-mail requesting an update, bullied into paying in full by cheque, before work would start, I requested to pay by MC same as deposit was paid, denied their policy.( at the door) the office person quoted me a different price ( on the phone) from contract, which I had to request a copy of said contract only received by e- mail 3 of the 5 pages. Generally rude and difficult office person ,( *****)We have had excellent work done by them on three separate occasions never had any problems or issues. Wondering if they are in financial difficulty, trouble paying or not paying installers? Would not recommend them .

  

  Business Response

  Date: 17/11/2023

  The project commencement as per client's contract is November, and installation was completed on time on November **. Prior to that, the client received two updates on the order's status. The total cost of the contract, signed by the client, was $********, with a $****** downpayment and $******** due on delivery, which was precisely charged. 

  The client was informed twice that payment for installation is due upon arrival on site. They were notified via phone on November 7th and received two emails on November *** and ***. We request payment upfront because Ecoline Windows only installs custom-made products specifically manufactured for the rough opening in the client's house. We offer a warranty package that includes installation issue repairs by our installers.

  Credit card payments are accepted with an additional *% surcharge. As such, the client chose to pay by check during installation.

• Initial Complaint

  Date:14/11/2023

  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.

  My experience was/is terrible, customer service is zero.Consistently change delivery dates with no explanation. Delivery was to be September **/23 then Oct **/23, then November **/23. The latest one is now shipping via rail Nov **/23 I have no photo to add because I still don't have my unit that was ordered at the beginning of June ***** cannot talk to anyone that has any idea as to what is going on so don't plan your project around this company, you will be disappointed.I put **% down ($*******)for 2 small windows (value) $ ******. and a custom door. When the windows came they made me pay twice the value of the windows $ *******. At this point I don't believe I will be getting my ** plus unit and just want my money back so I can go with a reputable company.

  

  Business Response

  Date: 14/11/2023

  The client signed a contract for the supply of two windows and one door with a project commencement date of September. The windows were available for pickup in September, and the client received them on September ****.

  Unfortunately, the door manufacturing delays were caused by a shortage of building materials at the production line. According to the contract, Ecoline would not be responsible if the delay or failure was caused by a shortage of building materials from suppliers where supply sectors are strained. The client's order was delayed due to supply shortages flowing from industry supply issues.

   The contract further said that Ecoline would use reasonable endeavours to deliver the goods and services within the times indicated on the contract. However, the contract further said where dates are given, they are for general guidance only.

  The customer had several conversations with our managers and received comprehensive updates based on the information we received from the production line. The door is anticipated to be shipped by the end of this week, and the customer will be contacted as soon as the door arrives at the warehouse.

  Customer Answer

  Date: 14/11/2023

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

  I don't think the door exists.

  I was charged an additional amount to pick up the windows $ *******. Not sure where that number came from.

  This is after I had made a initial **% payment on the contract.This amount ($*******)is almost double the cost of the windows ($ ****** total for windows)

  I also have on record, repeated declarations of delivery on such and such a date, only to be disappointed. We schedule to rent a trailer and line up a crew based on these fictional delivery dates.This is as recently as today !

  We cannot stucco until spring now, we cannot tile until the door comes, we cannot expand the alarm system, we cannot insulate.

  I am disappointed in my contractor for this referral as well and have insisted that he build a wall and temporary door to keep the elements out of this **** building. He has done this at his expense.

  I have to much invested in this building to leave it with a temporary door and have contacted another company for price and delivery.

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

  

  Business Response

  Date: 15/11/2023

  As previously mentioned, production of the door experienced some delays and it is now in queue for shipment. The client will receive notification as soon as it ships next week. The client's outstanding balance for door pick up is $********.

  Customer Answer

  Date: 28/11/2023

  door was received in good condition

• Initial Complaint

  Date:08/11/2023

  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.

  Signed contract with representative ***************** on May ****, 2023, for back door. Paid down payment of $******. Promised delivery/install date was the end of August.August passes, no communication from Ecoline. Had to reach out every time we wanted information on door status. Found out delay due to doors decorative glass broken in warehouse.Install date moved to Nov ***, 2023. Nov ***, 2023, door installed. We paid the full remaining $******* (listed in email they sent us) before the install began (as was their policy). Install took approximately five hours. We pointed out that the door was sprung and not closing properly, which they fixed. After, they left without a formal inspection, we noticed glaring issues with doors quality and install job (pictures attached):oDoor has noticeable crack on the lock side edge at the top. ****** were not installed properly: cracking the surrounding wood and are off-centre. oMiters on the window frame not cut properly and do not align at corner.oSome discolouration on metalwork in the glass (possibly rust).oLatching plates sitting proud of the door jamb (incorrectly screwed) continue to damage door.We reported this immediately.Also realized after that installers did not fill out Post Installation Form with us, which was needed to activate our warranty. Ecoline only wanted to fix door (giving vague details and saying pieces may not be available), took no accountability for damage they caused. By the time every issue is fixed, might as well replace the door. Instead of taking accountability and ensuring our issues are resolved, as of Nov *** they are now threatening to revoke our service inspection on Nov ****, 2023, and null our warranty because of an accounting error on their end [as noted above, we paid what they requested, now they want $****** paid prior to Nov ****]. Due to these threats and how many times they have broken their own contract, we need your help to resolve the issue.

  

  Business Response

  Date: 09/11/2023

  The client signed a contract for the supply and installation of one door for $********. The downpayment of $****** left an outstanding balance of $********. The project commencement was marked as August / September, but there were delays due to a shortage of building materials allowed by the contract. The installation was scheduled, and the client received an email with an error stating that his balance was $********. Despite an email error, the client possessed the contract signed with our company with the correct agreed upon balance. 
  On the day of installation, he made a payment of $********. The next day, we attempted to collect the second part of the payment, when we were made aware of outstanding issues reported by the client during the installation. Our service department has scheduled an inspection appointment on November **** to address these issues.
  The client emailed Ecoline stating that he does not intend to pay the balance. We responded that post-installation service is included in the warranty, and since there is an outstanding balance on his account, his warranty is not active as per contract.
  We never refused to provide the service, but the client must pay what was agreed upon in the contract. The error in an email does not release the client from paying the outstanding amount since the contract is the binding document.
  After receiving the complaint, Ecoline Windows attempted to find an alternative solution with the client and offered to postpone payment of the outstanding balance. Despite multiple attempts by our manager to reach the client by phone, they indicated that all communication should be in writing. The manager confirmed that the appointment would be kept and committed to offering solutions to the client. The client informed us that he does not wish to schedule that service again. Although the client's balance remains unpaid and Ecoline is unable to provide any services, we are actively collaborating with the client to reach a resolution.

  Customer Answer

  Date: 12/11/2023

   
  Complaint: ********
  
  Response is inaccurate & is more concerned about the outstanding balance than the actual issues. Door was delayed due to decorative glass being damaged, not by shortage of supplies. We reached out regularly for the status of the door; company never kept us in the loop. They gave us a defective door, & offered a vague, poorly written solution of repairing/ordering parts. They did not offer an inspection appt, rather one for repairs. We asked for the inspection appt & got no response. On Nov *, the accounting **** demanded payment for their error. We did not refuse to pay, just stated it would have to wait until our issues were resolved: a very small compromise. Their response included a threat to our warranty & service. This is a snippet: According to our records, the service is currently scheduled for November ****. Please settle the $****** payment before November ** to avoid the cancellation of your service appointment. As payment was not made, the appt was cancelled. With these issues & the threat, we wrote a ****** review & contacted BBB. The account manager contacted us afterward &offered no solutions, but the last email included statements like Ecoline would strictly adhere to the contract if we continued with BBB. Why is a service manager not involved? After more emails,this manager confirmed the night before the appt that it would be honored only because they consulted with other managers that payment could wait. Head installer arrived, noted upon inspection that door could not be repaired as the service **** requested because of manufacturer defects on both door slab & glass insert. Head installer asked us to remove the ****** review & in good faith we did, as the installer confirmed that a new door would be ordered immediately & that our concerns were valid. When the solution from this company is confirmed as full replacement as stated by the head installer, with regular updates on progress, I will close this complaint.
  

  

  Business Response

  Date: 14/11/2023

  Our service manager, ****, attended the client appointment on Friday, and we have agreed upon the plan of action. We reordered necessary parts, the client may pay their outstanding balance once services are completed.

  Customer Answer

  Date: 14/11/2023

   
  Complaint: ********
  
  Please clarify if "necessary parts" refers to the new door slab and new glass insert as discussed with ****, and if it is the same as per our original contract. Also, please advise who the project manager for this replacement is that we can contact (with their email.)

  

  Business Response

  Date: 16/11/2023

  The entry door slab has been reordered and is identical to the original. We are currently communicating with the production line regarding the glass insert. If the model ********** is still in stock, we'll reorder the identical insert. Otherwise, it will look similar. ****, the clients project manager, will be in touch with the client about this. Our service manager spoke to the client yesterday to elaborate on the plan of action. For any other concerns the client can reach out to ****************************************************** 

  Customer Answer

  Date: 19/11/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:31/10/2023

  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 have made the order to replace all windows and back yard custom slide door for a total amount of ****** plus VAT. We have signed the contract in September 2022 and the items were delivered in March 2023. Windows were installed by a team who hardly spoke any English this my GC was unsuccessful in ensuring the installation was done correctly. They simply didnt understand his and refused to talk. Since the installation of the back yard sliding door, which was custom made, we reached out to the company in April of ** to tell them that the quality is unsatisfactory. Doors are wobbly, has major cracks, you can lock it out by a gentle nudge. They came back. Told us it was badly installed and tried to order certain parts which are still in the post for the last * month. We have sent numerous emails requesting to fix the door. No response. They have blocked our numbers now and we are only able to get through if calling from unknown number. Poor installation is one problem- another problem that during the summer the doors have ****** hugely. They dont shut properly, the phone frame has blended and there is a tsunami draft combing through. Same happened to couple of brand new windows. The company is not responding to any of the emails, general customer service takes the complaint and nothing back. We paid 54k for all the windows and doors and they did not even last * months. I demand a replacement and engineer to review ****!!!

  

  Business Response

  Date: 31/10/2023

  Our service manager contacted the customer and obtained all relevant information. An inspection appointment will be scheduled by Ecoline Windows to determine if the issue can be resolved without ordering additional parts. If the issue cannot be resolved, Ecoline Windows will place an order for the necessary parts and resolve the issue under the warranty. We regret the inconvenience caused to the client.

  Customer Answer

  Date: 03/11/2023

  The appointment was scheduled to Nov **, 2023. We've had this in the past when the technician is coming to assess the situation, then we are told that the parts have now been ordered, and nothing happens for 2-3 month. The vendor explains this as it takes so long as you have ordered other than a white windows and it takes "longer" for the part to be manufactured and sent off to Calgary. Then the part arrives, and apparently it won't fit, and here we go again, starting from the beginning by ordering a new part. 

  Yes we have been contacted by Ecoline WIndows Service dep, but the issue has not been resolved, and I am not sure how it can be. Since the day of installation 7 months passed. 

• Initial Complaint

  Date:18/10/2023

  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.

  We entered into contract to have windows replaced in our home, one was a replacement going from smaller to larger, the second one was replacement going form larger to smaller, both of which had to be framed to fit. The last one consisted of a bay window with three panels which we feel was measured incorrectly initially and there was no framing done to ensure they fit properly. We have contacted company regarding this and they state measurements correct and the bay itself is not level. We have agreed that it may not be level, however, the windows still will not fit properly once bay is levelled. The company service manager has been very difficult to deal with as he states we should have it levelled and then they will be out to finish the cladding. This cladding was never mentioned when job was installed instead they put on pvc to cover all the gaps along with spray foam and there is no framing which the service manager also noted when he viewed the pictures that were sent with our concerns. We have told them that we are unable to level bay with windows installed and they would need to remove them and re-install. As you can see in pictures the amount of gaps is concerning to us and we feel they should have been framed in and sitting properly on the bay not almost flush on one side and up to an inch sitting in the bay on other side. We have also told them that they can just remove windows and refund money and were told that will not happen. Payment in full is required before they even begin to install and you have no recourse. They also required us to write a note stating we will be responsible for trim and to fix soffit where windows dont match up. I was well aware of interior casement was our responsibility however if the windows were proper size we should not have to repair soffit. When installers were on site there were a lot of pictures being taken by them as we feel they had concerns also, we dont know why they continued to install and then cover up everything.

  

  Business Response

  Date: 23/10/2023

  Ecoline Windows held an inspection meeting on Sunday with our installation manager to address the issue with **************. We will level the window and complete the exterior finish.

  Customer Answer

  Date: 23/10/2023

   
  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.
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:26/09/2023

  Type:Product 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 purchased a new front door in December 2022. The door was due to arrive in April 2023, but was installed 3 months late in July 2023. The communication from the company was horrendous from the start, with little to no updates on our order unless I called. Not only did they not communicate, but when I finally got a hold of someone at the company, they provided me with false information and timelines on the status of the order. Finally on July **** 2023, our new door was installed, and to my frustration the door came with the wrong glazing design. The door was to have exterior and interior applied grills, and instead came with the grills inset into the satin glass panels. I was told to have the door install the door as is, and they would replace the glass in a couple of weeks. I am still waiting.Along with the wrong glazing design, there are quite a few other deficiencies, some of which affect the performance quality of the door:1. Custom coloured powder coating is uneven leaving white speckles all over the black *******. Scratches and dents are visible on the door and sidelight, leaving white marks on the black door 3. Improperly installed brickmold, which has completely pulled away from the door and sidelight on both sides 4. Nail holes all over the brickmold from failed attempts to install it 5. Interior white jamb was installed with defects, leaving a large black blemish 6. Terrible interior finishing job from the removal of the old door, which includes large drywall and trim repairs.Ive left voicemails and emails with the head of Ecoline Service Canada and Service Calgary, with no response. Little action has been done to rectify these issues. No reassurance from the company has been provided, letting me know these deficiencies will be fixed. I was told to pay in full for our door prior to install, and now that the company has all our money, they don't seem to care about seem to care about fixing the door. This is not the quality of product I was promised.

  

  Business Response

  Date: 27/09/2023

  The required parts have been ordered to address the door issues. We apologize for the inconvenience caused and want to reassure the client that the door will be completed to their satisfaction. Currently, we are waiting for the custom brickmoulds to schedule a service appointment, as their production typically takes longer. Once the brickmolds arrive at the warehouse, Ecoline Windows will schedule the service to fix everything together.

  Customer Answer

  Date: 28/09/2023

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

  While I appreciate the response back from Ecoline, this is the first message Ive received from the company (aside from some brief updates provided by a service employee), after multiple attempts to contact, reassuring me that my some concerns have been heard. However, due to the lack of response/communication and overall dissatisfaction with the quality of product, install and increasing distrust, I cannot close this complaint until all issues are addressed and fixed.  I understand the new brickmold has been ordered, along with the door and sidelight glass panels, but what about the other issues with the inconsistent powder coated finish, the damaged interior jamb, the gaps between the door and existing siding, the raw and exposed cut edges of the exterior door frame? Until all items are complete, and finished to the quality of product that I was promised, I will not be satisfied with the response. 

   

  

  Business Response

  Date: 02/10/2023

  We understand the client's concerns and will address all issues related to the door finish, casings, and gaps. If any additional concerns arise after the service, our company's service manager will contact the client to address them.

  Customer Answer

  Date: 05/10/2023

   
  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 at this time. I'm hopeful they will make good on their promise to rectify the situation, and will be in touch again if they do not follow through.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:22/09/2023

  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.

  Ecoline Windows Calgary refuses to retrun our deposit. Aug **, 2023 we signed a contract to replace two doors. The Project Managerwas informed precisely and repeatedly what we wanted as well we had competitive quotes for apple to apple comparison. He prepared a quote, reviewed some specifications. He turned his tablet to display the proposed door diagram. I shared being legally blind and unable to see the screen and yet again confirmed our needs. The quote price was slightly higher but prior positive experiences with Ecoline decided to agree and the contract was signed and emailed. Within an hour of viewing the contract using adaptive compter software noticed hed substituted our specific requirement with those of lesser value. An effort to achieve the lowest price possible.The old adage, never confuse sell with install or bait and switch. We immediately I contacted the Ecoline office the *****M next morning to which the ** called back. When bringing the swith to his attention catching him on his switch, he began a litteny or excuses, tap dancing with reasons why he substituted the material to which he was told either install the requested doors at the price we were led to believe what was what we required or cancel the order. By Sunday Aug ** 2023 he decided there was no business here and (in writing) said he agreed to submit the order for cancellation. Ecolines contract states they have ** days to return money. To date this has not and appears unwilling to do so. They placed the charge immediately yet can hold money hostage for ** days or longer.This is our third dealing with Ecoline, with all prior great. To find the culture and customer satisfaction now eroded to pulling a fast over on the customer and when caught refusing to make things right, a cautionary message for others.All we ask is our money returned, immediately, as per their contract. How Ecoline chooses to deal with deceptive representation is up to them.

  

  Business Response

  Date: 22/09/2023

  The cancellation was approved on September 11th after it was requested on September 8th. Our refund processing time is typically 2 weeks. This means that the funds will be released from our end by the end of today (September ****), and the client should see them in their bank account in 2 business days. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:05/07/2023

  Type:Sales and Advertising 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 windows ***** *** **** with the full down payment made. Their quotation included a *** government rebate which made jt look like it flows through them, but I had to spend time and money to pursue the rebate and find out it didnt actually qualify for the rebate. They also did not tell me they would be unable to begin installation for 3 full months until after I made the down payment, so I had to postpone the coinciding siding work. After that point they were very vague on an installation timeline (*** ** ***** **** **** ** **** * depending on when they got their order for standard sized windows) and wouldnt answer most of my calls and emails about timelines and installation method, which again complicated my siding installation. Then all of a sudden when the windows were actually ready, they called for installation that same week ***** * * ** ******* *** *** * **** ********, which luckily worked for my renter. What they considered to be an invoice was buried in the body of a very long email sent 3 days before the installation date and then when it hadnt been paid by 9AM the next business day, they called multiple times to bother me about it **** ***** * ** ** *********). I would like Ecoline to be clear in their advertising that window delivery and installation will take 3 months and for them to remove anticipated grants from their quotes if they arent obtaining them for the buyer.

  

  Business Response

  Date: 05/07/2023

  Any government rebate is the responsibility of the client, not the window replacement company, as it is the client who is responsible for submitting all information and documentation to the government. There were no delays in the completion of the project: it is clearly stated in the contract that the project commencement is ********** and the windows were installed on the first day of ****, meaning that the job was completed on time. 

  We did not force the client to schedule the installation for **** ***, we offered the date and he agreed to it. If that date was inconvenient for the client, he simply should have asked our scheduling coordinator to pick another day.

  As for the payment, the email was sent to the customer on **** ****. The payment information paragraph is capitalized, it is in the middle of the email right after the date, time, and preparation for installation information, but it is definitely not "buried in the body of a very long email". Even though we emailed the customer on **** ****, he was not able to make the necessary payment arrangements prior to the installation, so our accounting department had to make sure the payment was made to avoid accruing interest on the unpaid balance. Unfortunately, we were not aware of the customer's time zone, so we called them at the beginning of the business day in Calgary time. We are sure that the situation could have been avoided if the necessary arrangements had been made prior to installation as requested in the email. 

  We always recommend our clients to read the contract and emails to avoid any misunderstandings, as all information regarding delivery and timing is explicitly described there.

• Initial Complaint

  Date:04/07/2023

  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.

  I have worked with Ecoline for over two years, and we still have windows to be installed correctly. The ***** ***** ******* deposit was paid on **** *** ****, for 38 windows. The other ***** percent had to be paid when all windows were ready but before install. To sum a long story short, we are still awaiting two windows to be installed. The windows initially installed by Ecoline has the muntins falling and reaching the bottom edge. My question is : "Is it acceptable for any business to take two years to manufacture and install windows?"The patio window which was to most expensive window. It was installed but not of the correct size and of a lower quality than other windows. We ordered a new window from *** and got it installed in the specified period.The driving point of our misery was communication by this company. We reached out to the head of Ecoline, ********************* and *************. ****** response was he was away, and relevant department would assist us. ************* sent couple emails to connect us with the service team and disappeared.We paid almost *** for windows *** ** ****** *** ** ******* ******* ****** *** *******. We have yet not passed architectural inspection due to the muntins issue. We are living in our new home for the past one year and Ecoline periodically comes to install windows. They reach our home and realize the windows are damaged or of a different size. Hence their work is not yet complete. It is a never ending saga***** ******* **** ** *** *** ***** * **** *** ***** ******* *** ** *** **** * ***** **** **** ******** **** ** *** **** *** ***** ** *********** ****** ********* **** **** *** **** **** **** ************* *** **** ** ****** ***** * **** ************************************

  

  Business Response

  Date: 05/07/2023

  Ecoline Windows supplied and installed 37 windows and 1 patio door for the customer. Unfortunately, there were some product related services after installation, such as glass units that needed to be replaced. Ecoline Windows reordered the glass units and replaced them for the customer free of charge as part of our warranty. 

  The windows were not defective and the parts that needed to be replaced were taken care of. We currently have 2 remaining glass units that need to be replaced and this will be done as part of the customer's warranty with our company. The customer can contact our service department if she has any further service concerns. 

  ** *** *** ************, in accordance with the contract "All balances are final, Ecoline Windows does not issue compensations/discounts". Ecoline Windows cannot compensate the customer for the "valuable time in the last two years to communicate window concerns", our company has been in contact with the customer throughout the project and we have made sure to honor the warranty.

  Customer Answer

  Date: 07/07/2023

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

   

  First Ecoline claims to accept full payment after all windows are manufactured. This was not true for us as Ecoline was not even aware that windows were incomplete while delivered. There were windows which were not yet manufactured.

   

   

  The patio window was ordered as without transom and the company themselves did not realize the window size delivered to us was the wrong size.

  I am not asking for a compensation for items ordered and delivered. I am asking a refund based on a company which cannot deliver an order for an entire two year period. 

   

   

  Ecoline did nothing free of cost except replace windows with muntin falling in clear display, the very cause of our failing all inspections!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/07/2023

  The customer signed a contract for the supply and installation of 37 windows and 1 door, and 37 windows and 1 patio door have been installed. There is currently one outstanding service call to replace 2 glass units in 2 windows. These glass units have been ordered and will be replaced under warranty at no cost to the customer. ********************************************* is not going to provide any refund to the client for the products that have been installed.

  Customer Answer

  Date: 12/07/2023

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

   

  As per the contract, the windows should have been manufactured correctly and installed by November ****. It is July **** and yet two windows are to be installed.

   

  We have yet to pass architectural inspection and get our home build deposit back. This delay is completely Ecoline's fault.

   

  This company does not acknowledge t** ******* * **** ********* **** ******* * ******* *** paid them before hand for manufacturing and installing the windows. 
  

   

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

  Customer Answer

  Date: 13/07/2023

  
  Complaint: ********
  
  Please see attached Ecoline contract which clearly says the timeline for install is ******** ******** ****.

   

  I am also attaching a picture of the falling ******** which has resulted in our HOA and IBI not passing inspection and returning our refund. This happened within couple months of install. Two windows with falling dormers are yet to be rectified and installed. Ecoline does not even respond with a time frame to solve this issue. ** **** ** ******** **** ******* ******* ** ***** ** ********* ******* We do not have a timeline to provide to HOA. *** ***** ****** *** *** *******

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

  

  Business Response

  Date: 14/07/2023

  The sealed units were reordered and it usually takes 6-8 weeks to get them delivered. The contract that client attached also states that "Ecoline Windows will use reasonable endeavors to deliver the goods and/or services within the times indicated on the contract. Where delivery times and dates are given, they are for general guidance only." The current services, such as the replacement of sealed units, are not part of the installation, but part of the warranty services.

  Customer Answer

  Date: 18/07/2023

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

  We ordered 38 windows to be installed on ******* ****. Until this minute Ecoline has never completed that install without pending issues.

   

  How can a warranty begin for a job which is incompletely manufactured and delivered?

   

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

• Initial Complaint

  Date:12/06/2023

  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.

  Had * windows and a door installed by Ecoline Windows on Feb ***nd of 2023. We have had nothing but problems with the door thats been installed and two other windows are completely defective. The door is coming apart from the wall and appears to be a used door. It didnt come with any stickers on it (which all new doors and windows should) and there is a number of issues with it. The lock was defective and replaced, there are gouges out of the frame, and its sagging and pulling away from the frame. Ecoline has been aware of these issues for months and has done nothing to rectify the situation. We have asked them to install a new door and theyre refusing and want to add more used parts to a door that already appears to be used. It costs $***** and we paid for a new door, not a used one and not one pieced together. They have been absolutely awful to deal with and do not seem to care about their customer satisfaction.

  

  Business Response

  Date: 12/06/2023

  Ecoline Windows offers our customers a product and labor warranty. If a certain part is defective, only that part is replaced (e.g. if the frame is dented, the frame is replaced; if the glass is cracked, the sealed unit is replaced). The customer wants the entire door replaced, even though only the defective parts need to be replaced. Our service manager has offered the replacement options, but the customer is only interested in replacing the entire door, which is not covered under the warranty.

  Customer Answer

  Date: 12/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  We did not pay for refurbished windows and doors. We paid for brand new windows and doors that are not defective and do not have gouges out of them and are not falling apart. 

  The door came with no manufacturer stickers on it to show it came from the factory, is damaged and does not fit properly. Ecoline has provided zero proof that this door is brand new and has a very shady history of providing faulty products to customers as is evident by their multitude of customer complaints on here, various social media outlets, and a pending class action lawsuit that over *** customers are discussing being a part of. I will join them in their lawsuit unless Ecoline satisfies our contract of providing BRAND NEW windows and doors that are not faulty to ** in a satisfactory manner. We have a small child at home and this has become a matter of a safety concern as we have faulty products that are not keeping the smoke from the provincial fires out of our home. 
  

  Ecoline has been very ***** to deal with in our entire process and companies such as this need to be held accountable.

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

  

  Business Response

  Date: 12/06/2023

  Ecoline Windows does not sell used products, and the clientss door was manufactured for him as per contract. It was brand new, when *************. The stickers for the door will be emailed to him within several business days, and it does sometimes happen that the products are coming without the stickers. The entire door cannot and will not be replaced as it may be fixed by just the parts replacement. The client can reach out to our service manager **** once he is ready to proceed with the proposed service solution. We are always ready to honor our warranty, but replacement of the whole door goes beyond any warranty service. 

  Customer Answer

  Date: 13/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Ive reached out MULTIPLE times to **** and tried to arrange a phone call with him   He has not replied to any emails nor has he called me to discuss this matter.

  There are MANY complaints about Ecoline using faulty products and other customers who are complaining about products that appear to be used.
  

  The stickers are supposed to be on the product from the factory, so sending me stickers off some other door means nothing and is just another example of ***** business dealings. Its laughable to call this a warranty matter when the products that were installed in such a terrible way. Countless customers are complaining about your products falling apart just after the one year warranty period. 
  

  I will continue to let other prospective customers know about this terrible experience amongst the other terrible aspects Ive encountered with your company until ALL these issues are fully satisfied. 
  

  Your installers spoke in *********/******* saying rude things about me while they were here. Your salesperson lied about several aspects of this process. Your service reps have been disrespectful and unwilling to help fix issues. Your products have come with 6 faulty issues out of 9 products we had installed. This is completely unacceptable. 
  

  We paid for brand new products, not refurbished products. You can use these faulty product parts to fix other peoples issues. We paid for brand new windows and doors and expect to have brand new windows and doors. 
  

  We still currently have faulty windows that are allowing smoke to enter our house and this is becoming a health issue for our 2 year old. I have no problems going to the media about this since your company is choosing to handle this in such a disrespectful and immoral manner. 

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