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:22/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE OF TRANSACTION: MAY 8TH **************** #****** We paid a downpayment of $4419.71 on NOVEMBER 2ND, 2023.MAY 8TH, 2024, We paid $12866.73 in full, BY ******.ON MAY 11TH, WE STOPPED THE PAYMENT OF $12866.73.ECOLINE WINDOWS committed to: manufacture and install EIGHT triple glazed windows and one set of patio doors.NATURE OF DISPUTE:1.THREE of the windows were measured incorrectly. The jams were too short for the window openings. I have attached a photo of the windows, showing exposed insulation and no trims. We are waiting for new jams or windows to be manufactured and installed.It was not explained as to whether they will manufacture jam extensions and attach them to the existing windows or manufacture completely new windows. The installers stated that it could be several months before the new jams or windows are manufactured.As of today, May 21st 2024, we still have not received an ETA as to when this will be done. ******************** will pay the amount outstanding when the new jams or new windows are installed. The ECOLINE installers stated that it could be several months before the new jams or windows are manufactured.The CANADA GREENER HOMES LOAN is only available to ******************** until JANUARY 19, 2025. The windows need to be installed well before this date, in order for her to complete the final CGHL application process.WHETHER OR NOT THE BUSINESS HAS TRIED TO RESOLVE THE PROBLEM:As of today, MAY 21ST, 2024, we still have not received an ETA as to when the new windows will be manufactured and installed. Neither have they informed us as to how they will repair the windows. Will they manufacture jam extensions and attach them to the existing windows or will they manufacture completely new windows?With full payment for the windows, we could not trust that ECOLINE WINDOWS would complete the job.The sales representative lied and withheld information multiple times. For this reason, we do not trust any discussions with ECOLINE WINDOWS or the sales rep

  

  Business Response

  Date: 28/05/2024

  On May 24, the client consulted with our service manager regarding the matter. The plan of action has been successfully established. While it is a clear breach of the contract to cancel the cheque, we will complete the service of the jambs replacement before demanding payment in a formal manner if required. 

  Customer Answer

  Date: 29/05/2024

   
  Complaint: 21742838
  
  I am rejecting this response because:

  A plan of action has been established however, we still have not received a date that the windows will be repaired.

  We will close our complaint when the windows have been repaired and we have received a receipt for our payment. We were told we would not receive a receipt until Ecoline Windows received the ***** from CleanBC.

  In addition, the screen for the patio doors keeps falling off (installed 9th May 2024). If needed, we can open a separate complaint. However, given the poor service overall which can be documented, I trust that Ecoline will repair or replace the screen. Is the screen for the patio door covered under the warranty?

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

  

  Business Response

  Date: 29/05/2024

  The client currently has a balance outstanding of $20,466.73. Of this amount, $7,600.00 is covered by Clean BC. We will only be able to submit the file to Clean BC once the payment of $12,866.73 has been received.

  The replacement part is expected to arrive in the first half of June, so we anticipate completing the service around that time. Once this service is completed, Ecoline Windows will immediately require the payment of $12,866.73. Only after that will we be able to address any further client complaints, such as screens, since the client's warranty is currently inactive (due to the cancellation of the payment). The client will receive a receipt for the payment of $12,866.73 once they make this payment at the end of the service. 

  Customer Answer

  Date: 19/07/2024

   
  Complaint: 21742838
  
  I am rejecting this response because:

  We are re-opening our complaint, ID #********

  To review the original complaint, new windows were installed May 8th 2024 by Ecoline Windows, however, three windows were the wrong size. For this reason, new jambs needed to be manufactured and installed.
  

  The new jambs were installed on June 28th 2024, however, there is a crack in one of the jambs.
  

  I emailed **** of the service department twice regarding the crack but received no reply.

   

  Over time this crack will extend further and compromise the window. I have attached two photos, spaced two weeks apart. In just two weeks the crack has expanded, exposing the space under the jamb.

  I would like Ecoline Windows to acknowledge the damage to the new jamb during installation and to manufacture and install a new jamb and to provide the new date of installation.

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

  

  Business Response

  Date: 24/07/2024

  The client was promptly contacted and the necessary service parts were ordered.