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:27/10/2025

  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 on Jan 22, 2024, to replace six windows and a door with two side windows. The window installers came on May 15th, 2024. The laid all the windows on our front lawn and burnt the grass. The installers put in different size windows then what was in our contract causing uneven windows in our living room and the windowsill in the living room is also uneven. The installers did not have the correct trim to put around our downstairs windows, so they used caulking they also did not have the transition strip for the front door and laid caulking instead. We paid this company $14,204.67, we paid a down payment when we first hired this company then we had to pay the full remaining balance before they started work. I tried to communicate with the installers the issues via google translate and they said to call project manager or head office. I communicated the issues many times with the project manager and the head office. They sent multiple workers out to assess the situation and they only thing they would do to fix the mistakes was to replace the trim which they stated would not make the windows even. No attempt was made to remove the mess of caulking around our windows to replace with trim and no attempt to lay the transition strip in front of the door and I was told that they would not replace the windows to the proper size.

  Business Response

  Date: 28/10/2025

  According to the contract, “Sizes are subject to change based on final measurements.” The sizes listed in the contract are only for quoting purposes. During the final measurement, the windows are carefully measured to fit the rough opening, and the windows that were installed were manufactured specifically to match those final measurements. The pre-installation pictures clearly show that the old windows were of different heights and would not have aligned properly. The windows were measured and installed in accordance with both the final measurements and the dimensions of the rough opening.
  

  Regarding the casings, we are willing to replace them with MDF Colonial option. Due to the construction of the PVC casings, they cannot be made any lower because of how they are attached to the windows.

  Regarding the door, our service manager will contact the client directly to gather additional details.

  Customer Answer

  Date: 28/10/2025

   I am rejecting this response because:
  
  
  We are rejecting the response based on the upstairs window situation.

  If you are referring to the terms of the purchaser's contract, under size it clearly states the following:

  "The sizes indicated on the contract are approximate and are subject to change according to the production and structural limitations."

  Based on that part of the term, we were not informed of any "production" issues, and no structural limitations were encountered during the installation. At no point would anyone expect to have different heights on a bay window for 3 windows side by side. Initial measurements clearly reflect the same size was measured indoors and outdoors prior to the contract being signed with an expected delivery of the same product size. Current installed windows differ in the following size: 17 11/32 W x 51 5/32H, 50 29/32W x 49 29/32H, and 17 11/32W x 48 5/32H. This represents 1 We expect that matching size windows will be installed correctly or reimbursement will be provided for the costs of the windows.

  Regarding the casing for the basement windows, replacing the trim for with a proper MDF version could be an acceptable solution, but we will require more information on what the MDF trim is expected to look like as the windows now extend near the cement foundation. We have received a message from your manager regarding this item.

  Regarding the door, we will await communication from your manager.

  Business Response

  Date: 29/10/2025

  I am referencing the following clause from the contract: "Sizes are subject to change according to final measurements." A screenshot of this section is attached for your reference.  

  During the final measurement, the windows are precisely measured to ensure a proper fit within the rough opening. The windows installed were manufactured specifically to those final measurements, ensuring they fit rough opening and there are no gaps. 

  
  

  Customer Answer

  Date: 29/10/2025

   I am rejecting this response because: This responsed was rejected because the issue is not resolved with the upstairs windows.
  This clause you keep bringing up is not an excuse for a poor delivery service. the initial sizes measured for the 3 windows was 54" high. The installed windows currently measure 51 5/32, 49 29/32, and 48 5/32. While we can understand the measurement for a different size window set as an acceptable condition, installing 3 different size windows with a size difference of 3 inches is not an accceptable product delivery. If such a size difference between our previous windows existed, this would have been identified during the first set of measurements. 3" is a glaring difference between them that even an untrained eye could identify it as not being correct.
  
  Again, we ask for either a proper installment of matching size windows or a full refund for the cost paid for them so that we can hire a different service provider.
  
  
  
  

• Initial Complaint

  Date:14/05/2025

  Type:Customer Service 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.

  My windows didn't come in One Piece with an Outside Vinyl Frame and they don't actually resemble the window that ******* ********* brought here to show me? ******* told me they would be measured a second time and they were! A Big ********* guy (sorry I for this name) came and remeasured, while he was here he said that he would be the one installing them and he wanted make sure that the Windows would fit Properly. He said he would be removing the inside window trim very carefully so that it would not be damaged and could be reused! The window she brought here as an example of what Ecoline's Windows supplied and installed where One Piece and had an outside Trim on them like the ones I see in Ecoline's Advertisements on Facebook! That is definitely Not what I received and I had to pay a percentage down then pay for the windows in full before they were even installed! I sent her photos of the windows and sliding door that were installed so she could see that they have absolutely No Trim on the outside! Also they had to be shimmied to fit with little blocks sawed off of a piece of wood material that they had brought with them! The sliding Door was way shorter and the opening on that had to be built up! I am very concerned that I paid for expensive windows and a sliding door and didn't get what I paid for ! The installers told me that someone else would be coming to finish the Trim with some kind of tin or metal??? Nobody has called me about this! I trusted this Company and believed ******* and the Big guy who did the second measurements to supply me with the Windows that I had ordered. The guy who was supposed to be doing the installation, didn't even show up, they sent two other crew members instead! My Bank was concerned about Ecoline Windows because he thought it was strange that I had to Pay for them in-full before the installation was done.Perhaps he was right to be concerned! Why was there no Vinyl Trim Built into these Windows!

  Business Response

  Date: 28/05/2025

  Our regional manager has been in contact with the member, and together, we have developed a comprehensive plan to resolve the outstanding issues. Our scheduling department is actively trying to reach the client to coordinate an appointment for measuring the additional parts needed. We are committed to ensuring this process is smooth and efficient, and will keep you updated on any further developments.

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23325596, and find that this resolution is satisfactory to me. As per this Letter below that I received from *** ***** in regards to the Resolution :*******, 
  
  Thank you so much for your time today and taking the time to explain the deficiencies. 
  
  As we have discussed, the following outstanding issues need resolving
  
  - Brickmold added to each exterior window (measurements to be finalized))
  - Jamb Extension added to each window interior (measurements to be finalized))
  - Existing casing to be removed carefully and reinstalled on top of the new jambs
  -Patio sliding door to be aprox 2” higher than what was installed which was a 5ft standard with BM trim on exterior 
  
  -At no additional cost to you-
  
  I am so sorry for the issues you have encountered and as discussed I look forward to having these issues resolved as fast as possible. As we discussed these alterations will likely take 8-12 weeks as everything needs to be done custom for you. 
  
  Lastly, in order for us to operate as efficiently as possible we would ask you contact BBB to update them that you will withdraw your current complaint. You are obviously welcome to re-submit at any point in the future should we not complete to your satisfaction.
  
  
  *** *****
  ******* *******
  ***********************
  ************
  

• Initial Complaint

  Date:21/01/2025

  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.

  6 Windows were ordered for basement - Windows arrived and 5 were installed and the 6th needed adjustments as it did not fit. The deal was financed through ******** to be paid monthly.
  I had refused to sign off on the paperwork until the 6th window was installed after numerous calls to Ecoline locally at ************ and ************** with no return calls or support. A worker at Ecoline has signed off on my behalf and the funds were released to them.

  Business Response

  Date: 23/01/2025

  Ecoline Windows placed an order for six windows in accordance with the signed contract. However, during the installation process, one of the windows could not be installed due to the client's failure to relocate the pipes and wires. Ecoline Windows is not responsible for managing such infrastructure, therefore the company is not at fault for the delay in installation of the final window. The window is ready for installation and will be installed once the client has completed the necessary adjustments. 

  Customer Answer

  Date: 23/01/2025

   I am rejecting this response because:
  ECOLINE came and gave a quote took pictures and measurements and nothing was said or noted about not being able to install window. I  also questioning the fact that someone at ECOLINE signed on my behalf to release the funds from ********** I did not sign off. 
  
  

  Business Response

  Date: 24/01/2025

  ********* releases the funds based in the invoice submitted by Ecoline. Ecoline issued the invoice since the work was substantially completed and the last window was not installed solely because the client did not have the space ready.