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:24/02/2023

  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.

  Our rear walls have nothing but windows and they are ***** feet high. It started with the ***** guy missed a window with a slide and screen for ventilation, so the new window they built for me has no slide that my family room is so hot and stuffy in the summer. Then the next issue was wrong size window, then a cracked window, they ordered a new one only to receive another cracked window, then the windows installed crooked, the baseboard did not get installed back, the casing was missing, the sealing (silicone) between window and stucco outside was done poorly that I had them back to redo, the list goes on and on. It took a month to order each item for each time missing. All started in 2018 and dragged on and on till 2019. Issues found in 2020 worsen in winter 2021-2022 and really bad in winter 2022-2023 Covid stole 2020-2021. In short, the work done quick only with good workmanship and when the "parts" are ordered on time, come on time, no damaged, but from our experience even before Covid, it took months and months to complete.We replaced all windows with the 3-glass-layer model to get the best efficiency, but we are now experiencing significant frost build-up in 3 windows only after a short few years - evidence of poor quality and/or workmanship. I tried to contact Ecoline Windows numerous times to get help starting last winter, but the line was always busy and or the waits were extremely long and unknown length. No difference this winter. I picked the "call back" option only to get zero calls. Today, I called again in position 3 which they said could take 60 mins wait, which I used the "call back" option again. I have no hope to get a call back from Ecoline Windows, sad.Has been a very long time and I am so tired of waiting I need BBB help to hold Ecoline Windows accountable, step-up, standing behind its policies, products and workmanship taking the "customers service" seriously AND get the issues fixed by warranty. Thank you!

  

  Business Response

  Date: 27/02/2023

  Unfortunately, this is the first time Ecoline Windows is hearing about those issues. The client never reported them to our service department. Our service manager will be in touch today to gather all the necessary information and to open the service call as soon as possible. 

  Customer Answer

  Date: 28/02/2023

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

  I am rejecting this response because:
  First of all, this was NOT the first time Ecoline Windows heard about the issues. I left many call back messages, but no calls. Secondly,  **** called because of my BBB complaint #********, not because of "call back". Thirdly, **** and I have agreed to provide pictures of the issues, which I sent them out today, he will review them and will determine the next steps.  Finally, **** and I had agreed to collaborate and cooperate to resolve the issues by warranty. This BBB complaint is still in-progress. No concrete action plans yet from **** please do not close it.
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 01/03/2023

  Unfortunately, ************ did not use our service email, therefore we were not aware of this issue until this week. Our service manager has opened a service call right after we received the information, and the visit will be scheduled today to rectify the issue with the windows.

  Customer Answer

  Date: 13/03/2023

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

  Hi, 
  

  Thank you for following with me. 
  

  Ecoline Windows sent a team of 2 to inspect the issues on Mar 9, 23.

  They opened the casing of ONE window and found wrong insuffcient insulation/foam applied to all around window frame (between the window frame and the stucco)

  WRONG means back in the 2018-2019 they only applied insulation/foam to the inner-side of window frame, but NOT to the outter-side of window frame. The insulation/foam was only about 1.5 inches thick.

  What Ecoline Windows did to fix the issue was removed all insulation/foam and re-applied all around the window frame from the inside. Nothing was done on the outside of window. I ASKED to have ALL windows checked for insufficient insulation/foam and insufficient silicone on outter sides and to fix them all. They'll come back checking the rest of windows on April 3, 23.  
  

  Besides the 25 year warranty offered, the manager, ****, has agreed to provide at least 1-yr parts and labor warranty for the work they do this time as I cannot validate the fixes until next "COLD SNAP".
  

  I would like BBB to keep this case open. I thank you for your help.

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

• Initial Complaint

  Date:09/01/2023

  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.

  Hello, I am in need of help with Ecoline Windows (Calgary).To make a long story short.Months ago I met their salesman ****, who was very professional and personable.I signed an agreement for October to have 7 windows and two exterior doors installed.Two installers showed up around 11 am on Christmas Eve minus the two exterior doors, three exterior casings, and one interior casing.The companies protocol is to receive remainder of balance owing prior to the beginning.I was a little reluctant at first, and tried calling the office, but there wasnt anyone there.I called **** who said hed call the office.I was concerned that I had to pay the full amount when my entire order had not shown up.I handed over the cheque (balance $*********).I previously paid (down payment $********) months prior to.Prior to leaving one installer assured me hed return ext Tuesday or Friday.That was last week.I have been calling their office, numerous times, but am unable to get through.When I left my number three times now, they have not returned my calls.Once again I contacted ****, his response was for me to call the office..which I have already.I understand that things happen.I didnt cause a fuss when the work was two months after the date I was told.What really upsets me is their lack of returning my calls.I feel I am being ignored.I just want the work finished.They deposited my cheque on January 3, 2023.Why wasnt it just held?I recently received an email with my warranty.Thank you ***********************

  

  Business Response

  Date: 10/01/2023

  Unfortunately, our lines were busy due to the holiday season. The client has already been contacted to get scheduled for the service appointment to finish the windows installation. As for the doors, due to the shortage of the supply sector there were some unforeseen delays. Financial department reached out to issue the refund for the doors since they have not been yet installed. Ecoline Windows would like to bring our sincerest apologies, our management will keep an eye on the file to make sure that no further mistakes are made.

• Initial Complaint

  Date:06/12/2022

  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.

  We had our windows replaced by Ecoline Windows and Doors Calgary. After our windows were replaced we had our blind installers come to install the blinds and it was determined that the front window was bowed in a number of places. We contacted Ecoline and they had repair people come out, they drilled some holes in the casing of the window but we're unable to fix the problem. We contacted them again and twice they sent out individuals who advised there was nothing they could do. We are getting the run around and they're saying now there's no possible way for them to do anything until April of next year because of the weather. Yet the problem is with the interior of the windows, not the exterior. It is difficult to get their service department to get them to call us back. They hang up on us when we call and we have to use other people's cell phones with unrecognizable numbers for them to answer our calls.

  

  Business Response

  Date: 06/12/2022

  The service for the client has already been scheduled for December 7th, and our service department reached out to make sure that the issue is addressed.

  Customer Answer

  Date: 09/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: Ecoline did come and install the window moulding to avoid looking at the gap. The window frame is still bowed and now that we installed the window blinds it is more noticeable. I had a 1/4 inches cut down on the blinds and they still are touching the frame in places and has different gaps from top to bottom. It cost me an additional $300. plus GST to have them cut them down and if I have anymore taken off it will look terrible. Please advise as to what course of action you will take to fix this. Note I am not  prepared to have your installer cause further damage and go through the length of time it has taken to get you to repair further damage by your service department.

  
  Sincerely,
  
  ************************* O

  

  Business Response

  Date: 12/12/2022

  The client's contract clearly states: "Ecoline Windows does not guarantee that existing blinds, shutters, draperies, external awnings and/or any other interior or exterior window accessories will fit new windows." As for the bowing jambs - the service appointment has already been scheduled for ******* 6th.

• Initial Complaint

  Date:05/08/2022

  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.

  Ecoline Windows installed 9 windows and 2 doors for me in April. 3 of them are open in the wrong direction. One of them is not openable. I have talked to them with emails and phone calls to raise the issues many times, but the service team refused to fix the issues.The salesman, ****, came to my house at the beginning. He designed all the windows in the same direction. I questioned him about this, but he said there is no problem. He said the company will give us 25 years warranty. If anything is wrong, they will replace it with new windows. With this promise, I accepted the company as the contractor. However, I found the windows are installed in the wrong direction when it is installed and ask them to fix the issues, they said they can only fix the window, which is not openable. They will not fix other two windows. If I don't accept this proposal, they will not do anything for me.Their logic is that they followed the contract. The fact is that I have no idea about the window technical function and open mechanism as a consumer. The contract only means that I accept the contractor's price and warranty. The company shall be responsible for the function of the window.I hope BBB can help me asking this company to be responsible and fix the issues they created.Thanks!

  

  Business Response

  Date: 05/08/2022

  The windows were ordered and installed exactly as per contract that the client signed with Ecoline Windows. As a sign of good faith we were ready to replace 1 window free of charge, however the client insisted on replacing all of them. Ecoline Windows cannot replace 3 windows free of charge just because the client changed his mind several months after signing the contract.

  Customer Answer

  Date: 06/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: I never changed my mind after I signed the contract. The windows were designed and installed by Ecoline in the wrong direction at the first beginning. They shall take the responsibility for their careless and mistakes. They didn't check the window direction. They didn't ask me the window direction. When I questioned ****, the salesman, why they are in the same direction, he said that I don't have to worry about the direction. If something is wrong, they would replace it with new windows under the warranty program. 
  
  Sincerely,
  
  **** *****************

  

  Business Response

  Date: 10/08/2022

  The solution was achieved and the client has to further concerns.

  Customer Answer

  Date: 22/08/2022

  
  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:21/07/2022

  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.

  Ecoline sold and installed new windows for me in my house in June 2015. The warranty of 25 years on the windows that they offered formed part of my decision to buy from them as opposed to other companies.In May 2022 I discovered that one of the custom windows they manufactured and installed has a crack that started in the top left side.I informed them and request a replacement or repair under warranty.They informed me that Ecoline's warranty was updated after my contract and now excluded crack later than a year from installation and I have to pay for a new window of $775 +GST +They admit that the exclusion clause was introduced to their warranties after my contract was signed in 2015.A few e-mail interactions with their services department did not resolve the situation - (see uploaded documents),On 13 July I called Ecoline and spoke with the acting services manager ******, who confirmed to me on phone call that Ecoline management will not honor the warranty on my contract.Based on legal advice I got, my understanding is that a warranty is part of a contract and cannot be changed unilaterally.I don't feel it is right that I have to pay for a defect that is covered by the warranty I purchased - please help / advise.

  

  Business Response

  Date: 21/07/2022

  Ecoline Windows offers 25 years of warranty, however a glass unit, as the most fragile component of the window, is covered by 1 year of warranty, which is an industry standard.The client reached out 5 years after his replacement project, looking to replace the glass unit free of charge and was informed that it is not possible as per our warranty policy.

  Customer Answer

  Date: 21/07/2022

  
  Complaint: ********
  
  I am rejecting this response because the warranty that was issued to me by Ecoline in 2015 did not contain the 1year exclusion, and Ecoline confirmed to me that the clause was added after 2015.

  I expect Ecoline to honor the warranty that they sold to me.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 22/07/2022

  As mentioned before, this is an industry standard. Ecoline Windows will not be replacing the item that is not covered by warranty.

  Customer Answer

  Date: 22/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: The warranty that Ecoline issued to me does not reflect their current position on warranties, I expect the warranty that I purchased in 2015 to be honored.
  
  Sincerely,
  
  *********************************