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Business Profile

Window and Door Installation

Ecoline Windows Winnipeg

Complaints

This profile includes complaints for Ecoline Windows Winnipeg's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ecoline Windows Winnipeg has 2 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:23/03/2023

      Type:Service or Repair 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.
      Issue: Window warranty service has been deficient. I purchased the home in June/2018, the previous owner purchased 17 windows from Ecoline in 2015 that came with a 25-year transferable warranty.

      Window #10 (Kitchen) has leaked for 3 years every winter when temperature moderates outside. I have had 3 site visits with nothing done except for silicone. The last visit, the technician advised that he would recommend a window replacement since the leak has been happening for several years. I have followed up with Ecoline and they are ignoring my emails and denying any warranty service.

      - Mar 16/22; Feb 6/23
      - Home purchase ***k
      - 25-year transferable warranty
      - Warranty service is deficient and customer service is non-existent
      - Business has sent out technicians in 3 straight years: 2021 silicone removed from drip edge, drip edge adjusted; 2022 silicone reapplied to drip edge; 2023 nothing done but advised would recommend window replacement.
      - ******** ** ********** ***** ****** ******** ****** *** *********

      Business Response

      Date: 23/03/2023

      The inspection appointment for the client has already been scheduled for April 4th.

      Customer Answer

      Date: 04/04/2023

       

      Complaint: ********



      I am rejecting this response because:

      FYI, your team was by today and noted the following:
      - All wood studs were dry, no cracks in stucco above window
      - No issue with roof
      - Invoice attached on roof inspection and 'tune-up' completed in summer of 2020, 30 year shingles installed with ice/water membrane in 2008
      - All foam removed and replaced
      - Found wet spot on the sill coming from the base of the middle vinyl divider
      - Peeled up about 3 inches of that vinyl divider and added silicone
      - Advised if continues to leak that the window would have to removed and repaired with a new vinyl divider

      would like this file updated that if/when I note another leak that I do not have to start with a new diagnostic and that action is taken right away, rather than blaming my home or roof.

      Please confirm, thank you.





      Sincerely,



      Michael *****

      Business Response

      Date: 04/04/2023

      The installer attended an appointment today and made sure to check everything thoroughly. Please let us know if there are any further service concerns, our service email is *************************

      Customer Answer

      Date: 06/04/2023

       

      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,



      Michael *****
    • Initial Complaint

      Date:16/01/2023

      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.
      ******* ** ** ********* ** ***** ******** **** **** ********* ******* ** ** **** ** *** ********** **** ********.

      The windows do not open properly and scrape/hit the soffits. I believe this was a measuring error on their end. In the contract, it states that the soffits would be removed for window install (which they were not, * **** ***** ********). As well, our windows now no longer meet the fire safety code.

      All efforts to have Ecoline come out and repair the problem (either by them or by them hiring another company) have been dismissed by them have stated my only options are either for them to take the windows back and get a half deposit, leaving me with gaping holes in my home or to pay them to re-install the windows and also re-do our siding.

      This is a simple solution of having someone (either ecoline or another company that they pay for) to come out and fix the soffit height.

      Business Response

      Date: 16/01/2023

      The style of windows that the client chose (casement windows) were manufactured and installed properly as per our contract. The installation was done in accordance with the building code requirements, and the replacement windows were placed in exactly the same rough opening as original windows. The issue with the opening of the windows is the soffit overhang that interferes with the opening radius of the windows. Per standard building code, the soffits are supposed to hang at 90 degree angle to the house. It is not related to our product or installation, therefore the soffit is not related to our scope of responsibility. Ecoline Windows is a windows replacement company, we are not working with roofs or soffits.

      Even though Ecoline Windows is not supposed to assist the client in this matter, several appointments were scheduled to offer the client some solutions from our end. Taking into account that it would involve the windows reinstallation and extra-materials, this service cannot be done free of charge. This is a substantial amount of work with windows that can be done at extra-cost, however the client stated that they would only be interested in replacing the soffit.

      Needless to say that the issue has nothing to do with the windows installed by our company, the issue arose due to the Improper soffit installation, which is not our product. It was neither supplied by us nor installed, therefore we are not responsible for it. The part of the contract that the client is referring to says that the soffits can/would be reinstalled in case they were on the way of windows installation, which was not the case.

    • Initial Complaint

      Date:23/11/2022

      Type:Service or Repair 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 cannot get a copy of my bill of sale after multiple emails. I’m sure it was originally emailed to me but cannot find it and simply want a copy.

      Business Response

      Date: 23/11/2022

      We contacted the client to explain that the invoice is being sent once Ecoline Windows receives the payment for the job. The client signed the financing with Manitoba Hydro, and we emailed the signed Manitoba Hydro completion form on November 2nd. It typically takes around a month for the Manitoba Hydro to issue the payment, therefore we still cannot send the client his paid invoice. Once the funds are received from Manitoba Hydro, we will email the invoice right away.

      Customer Answer

      Date: 23/11/2022

       

      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,



      Dallas ********
    • Initial Complaint

      Date:13/09/2022

      Type:Service or Repair 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.
      July 2021 we ordered 13 windows and 7 doors to be installed in our home, December 16 2021 installation began and for the most part completed. The installers had issues installing our garage side entrance doors (2) . They told us new doors had to be ordered because the measurements were incorrect! No problem, things happen. Well 9 months and many emails later the doors have still not been installed (don’t know if they were ever ordered). They do not respond to my emails so I am at a loss as to how to get what we paid for completed. We paid over $24000 for this job and would like it finished,

      Business Response

      Date: 14/09/2022

      The garage doors are currently in production. The installation occurred in winter and Ecoline Windows received some complaints in regards to the doors functionality. Primarily, we did our best to fix them without replacing, however once it became clear that it is impossible, we proceeded with reordering the doors as a part of the warranty. We are looking forward to scheduling installation day in the nearest future once we receive the doors. 

      Customer Answer

      Date: 14/09/2022

       

      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,



      Barb *******
    • Initial Complaint

      Date:02/09/2022

      Type:Service or Repair 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.
      Half installed windows and they have refused to come finish the job. They will book a time and no show. This has occurred numerous times. I have been cancelled on over 5 times. This has been going on for months.

      Business Response

      Date: 02/09/2022

      There was an open service call on the client's file, and the initial service appointment was scheduled for August 6th. Unfortunately, Ecoline Windows had to reschedule the appointment due to the force majeure causes, but the client was notified of that. At this point we see that the appointment date was set for tomorrow, September 2nd.

      Customer Answer

      Date: 02/09/2022

       

      Complaint: ********



      I am rejecting this response because:

      Sept 2 is today. The apt was for 9-11am. It is after 3. My call was not answered nor was my email. They have no showed again. I expected them in the month of August alone the 19, 21, 29 all no shows or within the hour cancellations. I have evidence to prove they made these appointments and service was never rendered. 

      Sincerely,



      Amber ********

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