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.

  
  
  Complaint: 21574297
  
  
  
  I am rejecting this response because: what is the resolution of my claim?
  
  
  
  Sincerely,
  
  
  
  ********** ******
  
  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 *** would understand and can be able to do something about it. I will also going to file this complaint to Small Claims Court.
  
  Thanks
  ****

  

  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.

  

  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,
  
  
  
  ********** ******

• 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.

   
  Complaint: ********
  
  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,
  
  *********************

  , 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.

• 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.

  
  Complaint: ********
  
  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 ****** would be appropriate. 

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

  bly 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 **** to inform them of all the issues and included photos. I was not asking for financial compensation for kitchen window install or ****** and flashing repairs. I only asked for a price reduction in the two bedroom windows which had cracks in top flanges. They were each *******. The **** Manager 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.

  

  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 ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• 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. ********* signed 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.