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:03/10/2024

  Type:Billing 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.

  Order placed June 17, 2024
  
  We went to great lengths to make it abundantly clear to the EcoTech salesperson, **** *******, that it was a principal objective of ours to replace the sliding door leading to the garden with a French style door where both doors could be opened to allow access for large furniture and appliances when necessary. Apparently he nevertheless went ahead and ordered a door on our behalf where only one side was openable. Now, because we apparently unknowingly signed off on the wrong door while trusting to the professionalism of **** to get us what we had asked for, Ecotech is refusing to correct the error. This after both **** and customer support made continuing assurances that a new door to the correct specification would be fabricated and installed approximately one month after the original installation date. Additionally, on the day of installation and after we had already noted that the wrong door had been supplied, we got a call from Ecotech accounting demanding immediate payment in full. First of all, we had understood from **** that we could make use of the one-year deferred financing plan that was discussed on the day we placed the order. Secondly, since the order was clearly in dispute, we asked that Ecotech accounting call back the next day to allow some time for us to take stock of the situation. They did not call back as requested, and instead went ahead and made large and unauthorized charges against the credit card that we used for the deposit. This of course maxed out the limit on the card and made it unusable, and caused several pre-authorized monthly payments to be declined.
  
  In general the workmanship on the installation was good on the interior, but rather sharp and rough on the exterior flashing. Again, **** assured us that a crew would come out to fix the issues with the exterior finishing. We had a date for that, which was cancelled at the last minute, and weeks later still nothing has been done.

  

  Business Response

  Date: 10/10/2024

  Mr *******,
  We sincerely apologize for the issues you've experienced and the frustration this situation has caused. Additionally, we apologize for the unexpected charges and the impact they had on your account. This is not the standard of service we aim to provide, and we take your concerns very seriously.
  
  We would like to assure you that management has been informed of your situation, and we are committed to resolving these issues. A service call has been scheduled for October 17, during which a senior crew will visit your property to address the issues with your door, exterior flashing, and any other outstanding concerns you have raised.
  Our goal is to make things right, and we appreciate your patience as we work to resolve these issues.
  
  Sincerely, 
  The EcoTech Windows & Doors Team. 

  Customer Answer

  Date: 12/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While the response is a welcome step in the right direction, it does not represent a resolution of the complaint in and of itself, and it must also be viewed in the context that we have received verbal assurances in the past from EcoTech representatives that have not materialized into corrective action. I would therefore prefer to wait to see what the outcome of the October 17th service call is before closing this complaint.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 23/10/2024

  Dear Mr. *******,
  
  Thank you for your response and for your continued patience as we work through this matter. Following our visit on October 17th, we have carefully reviewed the issues you raised. Since then, our management team has been in ongoing discussions with **** to understand why these issues occurred and to formulate an appropriate resolution. We will keep you informed of any progress and appreciate your understanding as we work towards a final resolution.

  Sincerely,

  The EcoTech Windows & Doors Team. 

  Customer Answer

  Date: 30/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Primarily, the response is not a proposal for resolution. Additionally, there have been further developments in the case as follows:

  The October 17th appointment did not materialize, and we were not informed of the cancellation. The next day I called customer service to find out what was going on. Apparently the crew had run overtime at the previous job, and although it was claimed we were notified by phone, we were not.
  
  
  Subsequently, we were informed that the appointment been re-scheduled for Sunday October 20th from 2-4pm. Again, the appointment window came and went. We then received a call from ****** to say a crew would be here in about 45 minutes, if that was OK. A crew finally arrived close to 6pm as it was getting dark outside, and performed an inspection of the doors and exterior trim. The crew did not seem to be aware of the nature of the issue with the doors. I explained as best I could, but there was a language barrier. As the inspection wrapped up we received another call from ****** who explained that there would be a management meeting the following morning to discuss the results of the inspection, and we could expect replacement doors would be installed in around 2 weeks, which would indeed be a welcome resolution. However, I note that this is not the official position as stated in the latest response.
  
  
  For some reason I was asked again to sign a work completion form, even though no work had actually been performed. I signed it with the same exception note as before that the doors were not to our specification.
  
  
  We discovered the following day that our credit card had once again been charged without authorization in the amount of $8,780.00. Bearing in mind this happened again after we had received an apology for the first infraction. This time we have reported the charge as unauthorized. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 13/11/2024

  Mr. *******
  

  Thank you for your detailed feedback and for your patience throughout this process. We sincerely apologize for the missed appointments, lack of communication, and the issues you've experienced with the unauthorized charge. Our management team is currently reviewing the situation, including the inspection results, your concerns regarding the doors, and the unauthorized charge to your credit card.
  
  We understand that this process is taking longer than expected, and we truly appreciate your continued patience as we work towards a solution. We will keep you updated on the progress and ensure that we address all of your concerns. Please feel free to reach out if you have any further questions or concerns in the meantime.

  Sincerely, 

  The EcoTech Windows & Doors Team. 

  Customer Answer

  Date: 18/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  There is still no proposal for a resolution being put forward, nor any acknowledgement that an error was made in the type of patio doors that were supplied.

  I am therefore goin to take this opportunity to recap the facts of the dispute, in the hope that it may return some much needed clarity to these back-and-forth communications:
  
  
  1. We explained clearly to the Ecotech sales consultant that we had a firm requirement to replace the existing sliding patio doors with swing doors that could both be opened to provide access for large appliances, furniture etc.
  
  
  2. At time of contract signing we were assured that our requirements would be met.
  
  
  3. On the day of installation we were supplied with patio doors having only one side openable.
  
  
  4. We immediately reached out to the sales consultant to report the error, and he made assurances that a replacement door to the correct specification would be substituted with an ETA of 1 month.
  
  
  5. Since that time no corrective action or 'company official' promise of corrective action has been received from Ecotech.
  
  
  I'm not sure what is holding up the decision process. As we see it, the decision to be made is simple: Are Ecotech going to make good on the representations and guarantees that their sales consultant made to us in order to win the contract, or not? If not, how do they warrant BBB accreditation?
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 14/12/2024

  Dear, ******* 
  Thank you for your patience as we work to address your concerns. We understand how important this matter is to you, and we want to assure you that we are fully committed to making things right.
  At this time, we kindly ask for a bit more time to ensure we assess the situation and provide a resolution that aligns with the representations and guarantees made to you. Your satisfaction and trust are incredibly important to us, and we are dedicated to upholding the commitments that were made.
  
  Sincerely, 
  The EcoTech Windows & Doors Team. 

  Customer Answer

  Date: 20/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  By now it should be quite obvious to EcoTech that their sales representative ordered the wrong style of patio door on our behalf, even after we went to great lengths to explain to him exactly what we wanted, and receiving his assurances that it would be so. Now, more than 4 months after the same Eco Tech sales rep assured us that the situation would be remedied within a month of the original installation back in August, Eco Tech have not moved an inch closer to a resolution, but they have charged our credit card twice now without authorization.

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

  

  Business Response

  Date: 17/01/2025

  Dear *******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the incorrect style of patio door being ordered and for the delay in resolving this issue. We also deeply regret the unauthorized charges to your credit card, as this is not reflective of the level of service we aim to provide.
  
  Please rest assured that we take your concerns seriously. We are currently reviewing your account and the details of your case to address the situation promptly. A representative from our team will reach out to you shortly to discuss the steps we are taking to correct the issue, including reversing any unauthorized charges and ensuring the correct patio door is delivered and installed as soon as possible.
  
  We value your trust and patience as we work to resolve this matter and will do everything in our power to make it right. Should you have any additional concerns or questions in the meantime, please don't hesitate to contact us directly at 1-************.
  
  Sincerely,
  The EcoTech Windows & Doors Team.

  Customer Answer

  Date: 03/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We are still awaiting a firm proposal for a resolution of our complaint from Eco Tech.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 28/02/2025

  Mr. *******,
  
  We sincerely apologize again for the frustration and inconvenience you have experienced regarding the sliding door and installation issues. We understand how disappointing this situation must be, especially after clear communication about your needs and expectations.
  
  However, after reviewing the details of your order and the circumstances, we regret to inform you that we won’t be able to issue a refund for the order at this time. We do want to make this right, though, and would appreciate the opportunity to speak with you directly to come to an agreement and find a solution. Given that the back-and-forth process through the BBB can be lengthy and tedious, we kindly ask that you contact us at your earliest convenience so we can work towards a resolution. Please feel free to reach out to us so we can move forward with finding a solution that works for you.

   

  Sincerely, 

  The EcoTech Windows & Doors Team. 

  Customer Answer

  Date: 03/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Once again Eco Tech demonstrate a complete and careless lack of attention to appropriately address this issue. Firstly, the product in question is not a sliding door. Secondly, we are not requesting a refund. What we are requesting in all reasonableness is for the present French style doors that only open on one side be replaced with doors that open on both sides, as was promised to us by **** ******* when we placed the order, and again by him on the day of installation when we called him to report the wrong type of door had been installed. It really is not that complicated to have taken this long to reach a resolution.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 15/03/2025

  Dear *******,
  Thank you for reaching out regarding this issue. We understand your frustration and want to assure you that we take your concerns seriously.
  
  After opening a dispute on the payment that you have made, management was informed again and to provide an update about your order. They are currently looking into the matter to find a resolution. We appreciate your patience and will provide you with an update as soon as possible.

  If you have any further questions or details to add in the meantime, please don't hesitate to contact us.

  Sincerely, 

  The EcoTech Windows & Doors Team. 

  Customer Answer

  Date: 24/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am still awaiting a firm proposal for a fair and equitable settlement of this dispute. Furthermore, the disputed payment was not one that I made, as implied, but rather it was charged without my authorization and against my wishes (a second such occurrence, I might add).
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 16/04/2025

  Thank you for your response and for clarifying the details regarding the unauthorized charge. We sincerely apologize for the confusion and any frustration caused by this situation.
  
  We understand your need for a fair and equitable resolution. Management has been informed of the situation and it's taking longer than expected to get a response but we will thoroughly look into the unauthorized charges and work toward a prompt and satisfactory settlement.
  
  We deeply regret the inconvenience this has caused and appreciate your patience. We will follow up with a firm proposal to resolve this matter as soon as possible. In the meantime, please feel free to share any additional details or concerns.
  
  Sincerely,
  The EcoTech Windows & Doors Team

  Customer Answer

  Date: 22/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I will continue to wait in hope of a fair and equitable resolution.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 25/04/2025

  Dear *******, 

  We could like to thank you again for your patience, we are going to reach out to you shortly for an update on your dispute and let you know what management is prepared to offer as a resolution. 

  Sincerely, 

  EcoTech Windows & Doors Team

  Customer Answer

  Date: 30/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I continue to wait for a proposal from EcoTech management for a fair and equitable resolution.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 17/05/2025

  Dear *******,

  We sincerely apologize for any delay in addressing your concerns. One of our representatives will reach out to you by phone within the next few business days to thoroughly discuss the details of your issue and work toward a resolution that meets your needs. Thank you for your patience and understanding.
  
  Sincerely,

  The EcoTech Windows & Doors Team. 

  Customer Answer

  Date: 21/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I look forward to discussing the matter with an Eco Tech representative in the next few days, as promised.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 11/06/2025

  Dear *******, 

  Thank you for your patience while we sort out the issues that you've been having with your order. A representative will reach out to you Friday this week the 13th to discuss the issues over the phone and work towards a resolution. 

  Sincerely, 

  The EcoTech Windows & Doors Team. 

  Customer Answer

  Date: 17/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is now Tuesday June 17th and we have not received a call from an EcoTech rep, as was promised in our most recent communication.

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

  

  Business Response

  Date: 07/07/2025

  Thank you for reaching out and sharing your concerns in such detail. We sincerely understand your frustration and genuinely regret the distress and inconvenience this situation has caused you.
  We want to assure you that your feedback has been taken seriously and carefully reviewed. According to our records, the scope of work outlined in the signed contract was fulfilled as specified. The door unit installed matches the product details that were confirmed and approved at the time of order. We understand, however, that this may not align with your original expectations, and we’re truly sorry for any miscommunication that may have contributed to this discrepancy.
  While we are still awaiting the outcome of the formal dispute process—which we respect and are fully cooperating with.
  Regarding the payment and financing concerns, we regret any misunderstanding or inconvenience caused by the billing process. Your note about the impact this had on your credit card is deeply concerning, and we will ensure that this feedback is escalated to the appropriate department for further review and accountability.
  Once the dispute is resolved, we will be in a better position to coordinate any outstanding service items.
  Please rest assured that we are committed to resolving this matter as professionally and fairly as possible. We deeply value your business and the trust you placed in EcoTech, and we hope to regain your confidence moving forward.
  Warm regards,

  Customer Answer

  Date: 09/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Eco Tech are still not addressing the issue that their representative, **** ******, made verbal assurances to us that both of the french doors would be able to be opened, and we made it very clear to him at the time that this was a non-negotiable requirement. On the day of installation once it became clear that both doors could not be opened, I immediately called **** and he did not take the stance that Eco Tech are now taking, but instead he apologized for the error, and told me that a replacement to the correct specification would be installed in about a months time. **** is responsible for drawing up the contract. We as the buyers are not familiar with manufacturing details, and had no idea that what he had drafted in the contract was not to our specification. After all, we had his verbal assurances that everything would be exactly as we requested. The question really is: Are Eco Tech going to stand behind the promises made to us by their representative **** ******, that he made to us in order to win the contract? (Not having both doors opening would have been a deal breaker for us, and we made that quite clear).
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 14/07/2025

  Dear Mr. *******,
  Thank you for your message, and for taking the time to share your concerns.
  We sincerely regret that there has been any confusion or disappointment regarding the functionality of the installed French doors. At EcoTech, we truly value our customers' expectations and the trust they place in us, and we are sorry to hear that your experience has not met the standard we aim to uphold.
  With respect to your concern, we can confirm that the contract as written was fulfilled in accordance with the specifications documented and signed. Unfortunately, we are unable to verify or account for any verbal conversations or assurances that may have occurred outside the formal agreement. We understand how frustrating this situation must be, especially when your requirements were made clear and were so important in your decision to proceed.
  While we are not in a position to revise the completed installation beyond the agreed contract, please know that we take your feedback seriously. We will certainly use this as an opportunity to strengthen our internal processes to ensure that verbal discussions are more thoroughly captured in writing and reflected in future agreements, so that expectations are aligned from the outset.
  Once again, we are genuinely sorry for the miscommunication and any inconvenience this has caused.
  Warm regards,

• Initial Complaint

  Date:11/10/2023

  Type:Order 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.

  Dates of transactions: 5 Jan 2022 & 15 Apr 2022
  Amounts paid: $2837 & $5463
  Purchased: Living room window, bedroom windows X2, Front door
  Nature of dispute: I’ve requested multiple times for the invoices to show what the Energy Ratings are for the windows and doors installed. They have only provided me with one invoice and in the invoice it shows N/A under energy rating (see attached invoice#***** for window and door). Other invoice for living room/bedroom window has not been provided. I’ve called and emailed the company multiple times. The energy rating is required in order to receive the government rebate, this is required from the energy advisor.

  

  Business Response

  Date: 12/10/2023

  We are actively working on the customer's request to ensure their invoice contains all the required information for rebate application. We apologize for any inconvenience this situation may have caused. The customer can expect to receive their updated invoice shortly.

  Customer Answer

  Date: 20/10/2023

  
  
  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:22/08/2023

  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.

  Ecotech installed three windows in my home and absolutely refuse to come back and remove and replace the improperly installed woodwork. One window has a half moon above it. There should be a straight flush seam between the curved woodwork of the half moon and the straight wood work of the window. One side of the curved woodwork is cut crooked. As a solution the installer just cut the top of the straight woodwork crooked. On the other side of the window the woodwork was cut too short so they just filled the gap with putty! The two sides of the window do not even match! As a solution Ecotech offered to come back with more putty! They absolutely refuse to remove the wood work and do it properly. I even offered to bring in another company to fix it and Ecotech refused this as an option. And now they have sent me to collections and are *********** me with small claims court! All I want is a professional job! I have two other windows exactly like this one in my house, so I know what a professional job should look like. I held back $500 to force them to come back to my house. I paid the full balance of the rest of the bill. Contract # *****. At this point I want to bring in another company to fix Ecotech's work. My picture demonstrate the excessive putty used to try and fix the one side. The picture of the good cut was done by Ecotech. The edge of my ruler is straight and parallel so you can see how bad the cut is on the left. Please help me with this situation.

  

  Business Response

  Date: 24/08/2023

  We want to assure the customer that we take the situation seriously, and that we are actively working towards a resolution that addresses the customer's needs and concerns. There is already a service appointment scheduled for the customer and upon discussing it with the customer, we have put it on hold to come up with a resolution on how we are going to address the customers concerns. Our team is committed to providing the customer with a satisfactory outcome. We are dedicated to resolving this matter and we will continue to communicate with the customer directly to ensure their concerns are addressed promptly.

• Initial Complaint

  Date:15/08/2023

  Type:Sales and Advertising 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.

  On May 23rd, 2023, we met with Derek from EcoTech Windows and Doors. He was very nice and assured us that Eco Tech was a renound company and supplier of windows to mostly all window and door companies in Greater Sudbury and the north. He pulled us in as he said the company wanted to help people get energy grants. After letting him know our plans, he said he could have a quote to us that same day and we would qualify for an energy savings refund ONLY if we signed with them that same day. We felt pressured. He gave us a quote within an hour. It was not itemized (like i've seen in other quotes from my past experience) and was quite high. He explained why it was so costly (as they were making a new entry through a brick wall). So, we signed the contract and provided the down-payment requested ($2,441.25) that day. He left our home and said to call him if we had any questions or changes to make. That same evening, I called the Derek and asked if we could make a change in our agreement by switching out the proposed French Doors for a single hung door. He said this would decrease the price slightly but that he would provide me a new invoice agreement the next day.
  
  By early July 2023, we had still not received a revised agreement/contract from Derek or EcoTech. After almost 2 months of waiting, i decided to seek out a quote from another provider just for comparison. The difference in price was over $9,000. So I decided to reach out to the Derek directly to let them know i wanted to just cancel my order. He immediately said we had a signed agreement!!!
  I sent an email to the company and received a call back immediately from Mark. Their have been multiple emails between Mark and I going back and forth (********).
  
  In my opinion this is grounds that the first signed agreement is voided/anuled and that the deposit of $2,441.25 should rightfully be reimbursed to me.
  
  
  Thank you,
  ****** **********

  

  Business Response

  Date: 23/08/2023

  We want to assure the customer that we take the situation seriously, and that we are actively working towards a resolution that addresses the customer's needs and concerns.
  Our team including Mark is committed to providing the customer with a satisfactory outcome. We are dedicated to resolving this matter and we will continue to communicate with the customer directly to ensure their concerns are addressed promptly.

  Customer Answer

  Date: 23/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I was offered "lower tier hardware" as quoted from Mark's email ********.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  

  Business Response

  Date: 24/08/2023

  Upon a review of the customer's order, we acknowledge that a significant concern has arisen due to the customer's discovery of a more competitive price, prompting a desire to cancel their order.
  In accordance with our records and the terms outlined in the contract, it is evident that the customer has exceeded the stipulated cancellation period for the order. Despite this, we wish to extend a gesture of goodwill. In good faith, we are offering the customer the option of a discounted rate on their order or the possibility of matching the price they have received. Our objective remains to ensure the customer satisfaction and address this matter in a fair and accommodating manner.

  Customer Answer

  Date: 25/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Our initial reason to cancel the order with Eco Tech was because of a lack of communication on their part from the beginning of the process.   This has delayed our plans to renovate our home as the windows should have been replaced by now.  We are frustrated and do not wish to deal with Eco Tech on fear that they might use lesser quality products (as was mentioned in an email from Marc) and/ordelay our window installation further than needed or not provide great service in the installation or final product.  

  If Eco Tech is not willing to return our deposit in full or partially to us, we will just take a loss.

  Sincerely,
  

  ****** **********

  

  Business Response

  Date: 01/09/2023

  We'd still like to offer the customer a discounted rate on the order. We understand that circumstances can change, and we want to make sure that our products/services are accessible and affordable for the customer. We're also open to discussing a price match to ensure the customer receives the best value without compromising on quality.

  If the customer decides not to proceed with your order, we respect the customer’s decision. We can keep the deposit that the customer made as a cancellation fee and cancel their order if the customer want’s to go with that option.

  Customer Answer

  Date: 01/09/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not ideal but we will accept to take the loss and they keep my deposit of over $2,400 as their "cancellation fee" seeing as they are not willing to admit their negligence in providing an update contract when requested and that they offered to provide me lesser quality or lower tier hardware in order to reduce there overpriced windows.  I will be sharing my experience with this business with everyone I know.  
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:13/07/2023

  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.

  Two of my windows were too small in my addition I called the sales guy spoke with him spoke with the owner and with customer service they all said they would call me back and no response from anyone my contact clearly shows the size I asked for as does my other quotes the windows they installed are installed into the old window frames which are rotten which is why I was having them replaced I simply want my two windows replaced with the size I asked for thanks for your time

  

  Business Response

  Date: 24/07/2023

  During our detailed and comprehensive initial consultation with the customer, we extensively discussed and provided a comprehensive explanation of both installation methods available, ensuring that the customer was well-informed and well equipped to make an informed decision. After thoughtful consideration, the customer weighed their options and chose the insert install method, a choice that perfectly aligns with their specific requirements and personal inclinations.

  As per our our records and the contract we have with the customer, it is clear that the windows have been installed following a insert install approach exactly as specified on the customers contract and we have installed the correct sized windows as per the contract, that precisely meet the customer's specifications and requirements.

  Customer Answer

  Date: 24/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the windows installed clearly are a different size than what I agreed to the main house which is double brick were installed correctly the two in the addition were not to be installed in the old frame and they changed the size without my knowledge as you can see in the sizes I agreed to and what was installed 
  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 01/08/2023

  our sales rep provide sizes on the contract for quoting purposes. our measure techs are then sent out to re-measure the actual production sizes.  the windows were all measured accordingly as you can see from the pictures you have provided the windows fit perfectly, their is just enough room for the spray foam. 

  ****** *** ******** *** ****** *********** *** *** ******** *** ********* ********

  Customer Answer

  Date: 15/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  as I said the windows are not the same size as I agreed to in the contract sent to me and they are installed in a rotten frame with no spray foam on the outside of it I will not let this go and will continue every available avenue until this is resolved thanks 
  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 23/08/2023

  In order to address the matter concerning spray foam insulation, we are prepared to dispatch one of our skilled technicians to apply additional spray foam on the exterior as a proactive step towards resolution.

  In regards to the measurements we have measured the windows twice. Our sales representatives diligently supply initial sizing information within the contract to facilitate the quotation process. Following this, our team of measurement technicians conducts on-site assessments to ascertain the exact dimensions required for the manufacturing and installation of the windows.

  The visual evidence provided by the accompanying images confirms the precision of our measurement and installation processes.

  Customer Answer

  Date: 23/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: put spray foam on a rotten frame is not going to solve the problem it was never relaid to me that my window size would change as I was clear wit the salesman on the size I wanted wit no exceptions and was told that it would not be a problem same as the other 2 quotes that I retained at the same time my next step in this matter will be to continue the process of in acting a lawsuit against the service provider I would rather not go this route but need to have this resolved 
  
  
  
  Sincerely,
  
  
  
  *** ****

  

  Business Response

  Date: 29/08/2023

  The customer's decision to proceed with a frame-to-frame installation has been acknowledged and implemented in accordance with the agreed-upon terms.
  We have ensured that the windows were installed correctly, as per the terms specified in the customer's contract.

  We possess the necessary documentation to substantiate this approach, as outlined in the contract.

• Initial Complaint

  Date:13/07/2023

  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.

  Received windows and doors installed on May 11th. The door was being switched from an inswing storm door and outswing screen door to a single outswing storm door at the recommendation of the rep to assist with space. The installers didn't realize this at the time of install and thought the door being switching sides, not that it was an outswing and I had to correct them.
  After install, we realized that the door would swing right out and hit the brick fascia, so I emailed asking for input about what we can use to keep the door from swing right open against the brick. The side near a latch hole also chipped within a couple days that I also reported under their warranty line, to receive no response and had to email again.
  May 29, a door hinge fell right out. This revealed that the door hinges exposed to the outside we're simply slid in with little decorative tops and bottoms, anyone could come unscrew the hinges and remove the door from the outside. There's absolutely no security. I email them to get a reply that this was a huge oversight that would be addressed promptly.
  The scheduled the installers to return (June 8th) but they had no idea what they would be doing. The installers had no idea why they were here, and simply assessed the complaints to take back with them.
  I didn't hear back from anyone and followed up by texting the rep on June 23rd who thought everything had been resolved, so I explained that they didn't even know what they were coming for, so no they didn't resolve anything, especially the hinges which is the most pressing matter. He said he would get it dealt with.
  I sent another email to Ecotech service and the rep on June 30th to which I've had no reply again, July 10th.
  My house is insecure and it's be no means acceptable that it's taken this much to get it resolved and I'm tired of the amount of time I have to put in to chasing a resolution and taking time off to get work looked and and eventually fixed. Hopefully.

  

  Business Response

  Date: 21/07/2023

  Based on our records, since the customer didn’t have a lap lock and handle during the installation of the door and the customer decided to install it by herself on a later date. According to our records, whoever installed the lock, did not screw it in properly and that’s when the chip was detected. We have installed the plates and screwed in the handle of the door during the initial service that was scheduled for the customer and we have also re-applied the silicone at the bottom of their door. Adjustments on the order are being made for the customer to to fix the issues with the hinges and to the satisfactory of both parties.

  Customer Answer

  Date: 21/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The door hinge situation has been reported to the company since May 29th with literally 0 communication as to how it is going to be address and when. My house has been insecure for nearly 2 months which is completely unacceptable and this matter isn't resolved until I'm informed of an acceptable plan to correct the issue and a date.

  As for the door plate, I didn't install the plate, I installed the handles without plates, our salesman came by after the work was done and started helping me, and he placed the plate where it was and didn't finish install it to which I didn't notice. I also would have expected a level of contractors professionalism to have intervened and explained to me why it would be a better idea for them to install the door handles themselves, and to have been explained from the beginning the pros AND CONS of the outswing door that now hit's my brick fascia when I got upsold to changing my door orientation, unfortunately I'm not experienced in door sales and installation to have known what kind of issues to be aware of, but it sold a little extra since it included have to re-do the entire door frame instead of just replacing a door. 

  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 01/08/2023

  we will be scheduling our installers to return on August 18th  in the afternoon to install the self closing hinges.  please advise if date is suffice.

  Customer Answer

  Date: 21/08/2023

  
  
  Better Business Bureau:
  
  
  The installer has come and installed appropriate hinges that addresses the issues of insecure hinges and assisting the door from flying open and shutting on its own. 
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:01/05/2023

  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.

  Window installed on April 24 + 2 doors delivered for $4650. When the installers came, they did not speak English so I was not able to communicate with them or question them at all. They blocked my stairwell (the only exit) while present without moving, so I was unable to fully inspect the install of the window until the job had been completed.
  
  During the install, I noticed that the window appeared to be too small. As they held the window up to the opening there were several inches of sunshine pouring through the underside of the half-moon shaped window. Later I saw them holding the window high in the frame and inserting 2x4 pieces under the window to try to fill the gap. I could not monitor them constantly.
  
  I tried to question the installers about the window being sized incorrectly and they simply said yes - which I presumed to mean they didn't understand. I foolishly assumed that if the window weren't the correct size that they would STOP TRYING TO INSTALL IT.
  
  After 4 hours, they called me to look at the job and the window was too small for the opening. The interior new moulding was 1.5 inches larger than the old moulding and yet you could clearly see where the former moulding used to be. Outside the house, they added 2 inches of flashing to also cover this gap.
  
  I immediately spoke with their office to explain the issue and was brushed off. It's now Friday and I have called EcoTech several times. They're screening my calls. No one will speak to me on the phone - only one of them will communicate with me via email. The resolution offered was "You owe $162.75 I can wipe that out and offer another $200 as a discount for all the trouble. As stated before they need room for the spray foam."
  
  This installation is not up to code, the window is too small, my house is less efficient than it was with the 32 year old window that preceded this. A 2-3 inch gap on one side of the window is unacceptable and 10000% means the window is too small and should be replaced.

  

  Business Response

  Date: 02/05/2023

  An email was sent to Rebecca informing her a new shaped window has been ordered. she will get a call from Ecotech when the window is ready to be installed. 

• Initial Complaint

  Date:31/01/2023

  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.

  We had a window installed November 11/ 2022
  
  Upon it being finished we discovered the one frame was cracked and that they didn't install the window up to Ontario code with there not being a proper header board above the windows
  
  After constantly calling and emailing finally got through and they said they were making a new frame for us to be installed and give us a date in December to have it done so I booked it off work so I could be there. The very night before it was supposed to be done they call and cancel on me and the the lady I talked to got very confrontational *** **** when I was asking questions about it. Now I'm down another 500 dollars from missing a shift.
  
  Almost a month goes by after that due to them being on holidays and when I call back after the holidays they give me another date for January so I book it off work again. The night before I still haven't heard anything so I give them a call to find out once again oh sorry installer can't do it now and we have no idea when but we will contact you in a couple days. Another 500 dollars down the hole because of lack of communication.
  
  Those days go by and still haven't been contacted by someone who knows what's going on. We are going on almost three months now since the window was installed and paid for in full and all I'm getting is lack of communication and no one giving me an answer no matter how much I try to contact them.
  
  We just want this window done and done properly as we are moving into the place very soon now and need to finish the wall/ insulate it all.

  

  Business Response

  Date: 24/02/2023

  Installation has been corrected with the customer as well as concerns have been adressed.

  Customer Answer

  Date: 24/02/2023

  
  
  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:12/01/2023

  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.

  On September 12, 2022, we had Paul, sales representative from EchoTech come to our home for a quote on a new front door and large bow window. We were very satisfied with his sales pitch and felt confident in the products. We signed a contract that day and gave him our credit card information for deposit. The following day, September 13, 2022, Paul contacted myself via email telling us that our credit card was entered incorrectly and was hoping to confirm the numbers. I responded to him immediately at this time requesting for a few days to go to our bank to figure out if its a problem with our daily limit. Paul acknowledged this request via email.
  
  September 15, 2022, I sent an email to Paul telling him that we have reconsidered and decided to put this project off until the spring. I sent this email as an understanding that we were cancelling our project. I then received a return email which I felt very uncomfortable with and didn't feel the need to respond nor would we ever get another quote from them. During this time, we were under the understanding that our credit card was denied or not entered correctly.
  
  Someone did contact me offering a payment plan but I declined this and said that if we were interested, we would get back to them.
  
  The day that I sent that cancellation email, our credit card was charged $2353.44. We cancelled our contract within the 10 day allotted time. When we discovered these charges, my husband spoke to the office and the secretary said this would be corrected. Then we promptly got a call back from someone else saying it would not and that we agreed to the spring. This is not the case at all. I've requested in writing twice over the last 4 weeks our money to be returned to us. We have not so much as received a courtesy response of a reply or a refund. I am writing to you for assistance before I go to small claims court.
  
  Thank you

  

  Business Response

  Date: 17/01/2023

  Following up regarding the customers concern regarding cancelling the order at hand. We will be redunding the customers deposit as we have been able to speak to the customer to confirm the details. Customer wasn't able to be responded to as we were closed for a couple weeks over the holidays. Credit for the deposit has been redunded today resolving the complaint.

  Customer Answer

  Date: 17/01/2023

  
  
  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:05/12/2022

  Type:Delivery 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.

  On 2022/08/03 Wade came directly to my home to tell me that Ecotech was a very reputable company that specialized in customer service and could provide a lifetime warranty on a living room window and would deliver as soon as possible, probably within 3 months. I paid a deposit of $1,639.96 with a balance of $3,826.57 due upon installation. On 2022/11/10 at 7:58 pm we were informed by email that the window would be installed 2022/11/15 between 9 am and noon. I received a telephone call at 11 am on 2022/11/15 stating that the truck broke down enroute and they needed time to rearrange a delivery. I asked if they could rent a truck to deliver it and they said it was coming from Toronto (which I did not know) and that an alternate truck was not feasible. He stated that it could be delivered tomorrow or the next day but Friday at the latest.
  
  Installation caused us to move furniture away from the window area, and into my walkway, limiting my mobility. Upon phoning Ecotech on 2022/11/28 I was PROMISED that it would be delivered 2022/11/30 at 9 am. When it didn't arrive by noon, I called and was informed that all deliveries had been cancelled but I would receive asap. The person I called was surprised that no one had called to let me know of the delay. Upon explaining to him that this window was so important to me, he proceed to **** *** talk over me, not allowing me to speak. He told me it was "only a window" and that i shouldn't be upset and that I would get the window asap. On 2022/12/01 I proceeded to call five times and they kept putting me through to the answering machine. When I called next my phone would not connect, so I had to call from a different phone. I was then told there was no installation date set. I want my window or a refund within the next week. Sincerely, ** *******

  

  Business Response

  Date: 12/12/2022

  In regards to installation date we do have the product ready at the time being, installation date has been confirmed with customer. unfortunate events had occurred with the installation team assigned with the job as previously explained. A credit has been given to the customer on the 15th as compensation towards the missed installation date due to the truck being out of service. Customer will be getting the windows installed within the week.