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:14/04/2024

  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 contacted Ecoline Windows and Doors in Winnipeg to get my side door and 2 basement windows cost estimation. I was happy with the pricing and the discount i got so i proceed with the transaction.
  
  September 30 2023 Side door and 2 basement window was installed.
  
  December 12, 2023 i notice severe freezing on all sides of the door to a point that we couldn't get inside or outside the house.
  
  They came over to check but they didnt do anything. Just say contact Ecoline again if it happen again. Since they didnt do anything, so the issue wasnt resolve and the freezing just keeps happening. 3 times they came over to check and still do nothing. They blame my humidity level and i showed them my humidity meter i have 2 place inside my house and it reads at 40%. they said it should be 20% which they think im probably dont know anything about humidity level and the safe level it should be. I also have dehumidifier that it set to 40% so every time humidity goes up my dehumidifier kicks in.
  
  I told them my 10 year old door never does this, and the front door i replace 3 years ago also not freezing. The only reason why i replace my side door its because its already pretty beat up and faded.
  
  Since i havent heard anything from them, and judging what they say when they come over. I dont think they will do anything at all. I sent them my last email about filing a complaint here and to Small Claims Court. They havent said anything at all so im proceeding to file a complaint.
  
  I would like them to pay me $7,000 for all the trouble and ignoring they did to me to so i could make an impact to them, so next time they should not ignore their clients who has a valid claim. The money i paid here was a hard end money that i will going to work hard for 3 years to pay it off.
  
  I hope the REMOVEDwould understand and can be able to do something about it. I will also going to file this complaint to Small Claims Court.
  
  Thanks
  REMOVED

  

  Business Response

  Date: 15/04/2024

  It is important to understand that condensation is a common occurrence, especially when there is a significant temperature difference between the inside and outside of your house. The client was informed multiple times that a humidity level of 40% is high, particularly when it is -20 degrees Celsius or lower outside. The high humidity level during low temperatures is causing the door to freeze.

  Condensation on windows or doors is a natural occurrence caused by warm indoor air interacting with cooler window surfaces. It is influenced by humidity levels in your home. The presence of condensation does not indicate a problem with the door. Instead, it demonstrates effective sealing that prevents air from escaping.

  Customer Answer

  Date: 16/04/2024

  
  
  Complaint: 21574297
  
  
  
  I am rejecting this response because: what is the resolution of my claim?
  
  
  
  Sincerely,
  
  
  
  REMOVED

  

  Business Response

  Date: 16/04/2024

  The customer was asked to reduce the humidity level in the home. No problems were found with the product or the installation of the door.

  Customer Answer

  Date: 17/04/2024

  
  
  Complaint: 21574297
  
  
  
  I am rejecting this response because: As mentioned, humidity level is at 40%. Anything lower than this will result on dry mouth and nose bleeding. i have dehumidifier so the humidity is always being maintained.
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:11/05/2023

  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 in REMOVED 2021 to replace all of the windows in our home as well as two doors - the front door with side panels and an interior garage door. The windows were installed in REMOVED 2022 but the doors had not yet been received at that time. In REMOVED 2022, when the doors were scheduled for installation, it was noted that the front door was defective (scratched glass, dripping sealant). We were informed by the installer that the service department had ordered the door to be installed despite knowing about the defects and they advised us to send the door back for repair/replacement as it would be more difficult to resolve this issue once they were installed. Neither the defective front door nor the intact garage door were installed. Over the course of 12 months we have had to chase down information regarding the progress on this project. On several occasions we were told they were ready for installation only to have the service cancelled at the last minute, sometimes on the same day it was scheduled, which resulted in lost wages from taking time off from work to meet the installers. We have been in contact with our salesman, the service manager, and various front end staff answering the generic service email to try to remedy the issue but are continuously told to "just keep waiting". No one contacts us with updates and the salesman has stopped returning our messages altogether. In addition to the repairs to the front door, we are now told that they (Ecoline) have caused damage to the garage door and that we are to wait indefinitely for that job to be completed as well. I have asked repeatedly to be in contact with a manager who can address this concern but the request is ignored. There is no way to get ahold of anybody in this company directly. We have paid for this product and service in full and have been waiting in limbo to complete it for 21 months.

  

  Business Response

  Date: 26/05/2023

  We are in the process of clarifying the issue and will contact the customer directly to offer the possible solution.

  Customer Answer

  Date: 31/05/2023

   
  Complaint: REMOVED
  
  I am rejecting this response because: 

  The response states that Ecoline will contact us directly to offer a solution to the ongoing delay (21+ months) in fulfilling our contract but we have not heard from them during the timeframe allotted to respond to this complaint.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:21/03/2023

  Type:Billing 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.

  Order #REMOVEDwith Ecoline Windows was placed May 15, 2022 with a deposit of REMOVED. Installation date was December 5, 2022. They would not start install without payment in full. I gave them a cheque for REMOVED. They installed 7 of 8 windows. Kitchen window had electric in the way (my error).Within a few days all window flashing fell off revealing numerous installation issues. Insufficient nails in the flanges, i.e.( 8' x 6' window had 8 nails total). Flanges were not flush with exterior but 3/4 inch away. Cracked and broken flanges on many of the windows including 2 large cracks on tops of both bedroom windows. Inside issues were rough openings too large and filled with foam insulation leaving no solid wood for nailing casings to. Many of the cripple studs coming down from roof line cut too short leaving 1/2 in - 3/4 in gap and not resting on window headers. Same with below - window sill - not resting on support studs. Jamb on one of 8' x 6' windows completely out of level possibly from too much foam. Some drywall was installed but on closer inspection I realized they had not put any vapor barrier so it has to all come down. I had a building permit and inspector wanted the box header for 8'x6' window changed to a 3 ply 2x10 header. Installers came February 11 to do that. In the meantime I had siding scheduled and so had that team properly install all the flanges and flashing, and window #8. I contacted the service REMOVEDto inform them of all the issues and included photos. I was not asking for financial compensation for kitchen window install or REMOVEDand flashing repairs. I only asked for a price reduction in the two bedroom windows which had cracks in top flanges. They were each REMOVED. The REMOVEDManager phoned and dismissed my concerns and would not offer compensation. Now they are offering 5% discount of future Ecoline product purchases.

  

  Business Response

  Date: 21/03/2023

  The client asked the compensation for the damaged nailfins, however Ecoline Windows cannot provide compensation in those cases since we offer warranty services free of charge. It was offered to the client to replace the brickmold with the nailfin attached, however, she refused to have the parts replaced because the siding company she hired previously has already put j-trims and siding.

  Customer Answer

  Date: 22/03/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because: The damaged flanges are only 1 of 10 issues and the only only I asked financial compensation for. All the other issues with photo evidence have not been acknowledged by Ecoline and completely ignored. A client should not be left with more work to do after window installs.  I have all these issues to take care of myself. The crew who did the installs do not know what they are doing, don't know building codes and would not be qualified to do the repairs.  I feel that a reduction in price paid REMOVEDwould be appropriate. 

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 22/03/2023

  As previously mentioned, Ecoline Windows does not issue compensations in those cases. In case there is an open service request, Ecoline Windows is ready to address the service issue as a part of the warranty for the client. 

  Customer Answer

  Date: 23/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:26/01/2023

  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 19 Windows and 1 Sliding Glass door from Ecoline windows. Order confirmation date was April 23 2022. They told me it should be 3-4 months to receive my windows. In July and August I made numerous calls trying to get a hold of someone regarding when delivery was coming but was always left with little to no answers. Finally the end of Sept I was informed my windows were a few weeks out. They Delivered all the windows on Oct 06 but told me it was going to take another week or 2 to get the sliding glass door. After numerous follow up phone calls and emails that weren't responded to I got a call Dec 08th Saying that my sliding glass door was in the process of delivery and they would schedule a time shortly to install it. It is now Jan 26, again numerous calls and emails sent off trying to find when my sliding glass door is arriving. The customer service is horrible promises have been made and not kept, response times are ridiculous. My project has basically been put on hold for 6 months as we are unable to continue with inspections until all the windows are in.

  

  Business Response

  Date: 30/01/2023

  Unfortunately, Ecoline Windows has experiences some delays with the project's completion due to the shortage of building materials. As per contract that Mrs. REMOVEDsigned with Ecoline Windows, «Ecoline Windows shall not be responsible for any delay or failure in performance of any part of this agreement to the extent that delay or failure is caused by a shortage of building materials from the suppliers in case the supply sectors are strained.»

  The patio door is currently on the last stages of production as necessary parts will finally arrive next week. We hope to install the patio door as soon as possible.

• Initial Complaint

  Date:25/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately August 2022, Ecoline Windows came to my home for a purchase/installation of 2 doors. I agreed and give an initial deposit of $1080.60 in good faith that they would follow the contract and representations made by the salesman. To Date the following;1. Thursday Jan 19/23, A scheduler booked service (installation of doors for friday JAN27 and was told prepayment for the work had to be done prior to the service. I told him I agreed with the salesman/contract which states "upon delivery" which indicates delivery of service. He then asked if I would like to speak to a manager to which I said yes as well I have other questions.2. A second individual calls me claiming to be "collections" without any work or delivery or anything being done. I asked if she was a manager and she stated she was a finance clerk then proceeded to REMOVEDtelling me I better pay upfront and she will decide who I can speak to.3. A finance manager then calls me the next day demanding same and stating SHE will be the one to answer my installation questions 4. This left me in a position that I was forced to contact the Director and request help with my questions as they refused to cooperate 5. Finance Manager calls me the next day again REMOVEDme. 6. I emailed the director and informed that I will not be proceeding under these circumstances as I agreed to pay once the service is done, and he refused to communicate with me 7. I emailed the director and indicated That since there is a breakdown between client and contractor I would like a FULL refund which caught their attention to respond to me 8. They refused a refund and offered me 2 options to proceed with the installation under their conditions not the contract or to buy the doors 9. I requested a copy of the wholesaler cost for the doors and was provided a misrepresented outrageous cost of $3000+ for 2 doors. There is no agreed price in the contract for the doors at retail and they refuse to come to a reasonable resolution.

  

  Business Response

  Date: 25/01/2023

  REMOVEDoriginally claimed over the phone conversation with our project coordinator that he will only make the payment for the installation once the installation is completed, which is a breach of contract from his end, therefore he was transferred to the financial department. Our representatives tried to elaborate the payment policy, and it seemed that at some point REMOVEDaccepted the fact that Ecoline Windows is a prepaid contractor.

   

  REMOVEDhad some questions in regards to the installation and he was transferred to our service manager, who kindly responded to all the questions REMOVEDhad. All our representatives made an effort to achieve the compromise and to make sure that all the questions of REMOVEDare addressed.

   

  Once everything had been clarified, REMOVEDsent an email, requesting to cancel the order. It is evidently impossible to cancel the order since the products have already been manufactured. It was explained to REMOVEDthat he has 2 options: to keep the installation day as is or to get the doors delivered to his premises and receive an updated cost for the order without installation. 

   

  As per contract that he signed with our company, "Requests for cancellation or changes to custom orders that have been accepted by Ecoline Windows are not cancellable or changeable after order has been started in production. Customers will be invoiced for any part of the order which has been manufactured." Ecoline Windows provided him the cost of the installation that REMOVEDbe deducted in case he chooses to proceed with supply only, however REMOVEDdid not accept it either.

   

  Unfortunately, Ecoline Windows will be forced to proceed with legal actions in case REMOVEDdoes not proceed with the installation or does not settle the balance for the product he ordered, as there is a clear breach of the contract from his end. REMOVEDwas formally notified of our next steps, however Ecoline Windows still believes that we will be able to achieve an agreement without legal steps, especially taking into account that Ecoline Windows has been complying with every part of the signed agreement.

  Customer Answer

  Date: 25/01/2023

  
  Complaint: REMOVED
  
  I am rejecting this response because:

  They are erroneous in their response and manipulating the contract terms. I have been doing everything within my power to come to a fair reasonable resolution and they are refusing all of my options and offers and have even refused to provide me the documentation of the doors at manufacture cost so I may pay for them as per the contract. They are threatening legal action when they havent suffered any losses as they have both the product and my deposit of $1,000. TO REITERATE IF THEY SEND ME THE MANUFACTURE COST WHICH I AGREED TO IN THE CONTRACT WE CAN GET THIS MATTER SETTLED. 
  
  Sincerely,
  
  REMOVED