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:11/02/2025

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Ecoline window installed all of our home's windows the week of August *******. I was instructed to pay the full invoice amount of over $32,000 or they would not being work. Ecoline committed to installing windows and meet building code, in particular the basement window. Ecoline Windows repeatedly informed by email that a permit was not required however in the contract itself it states I need to get a permit (see in attachments) This window after installation did not pass inspection and my permit with the city of Ottawa remained incomplete. The basement window concrete cut was approximately 30" wide by 44" height (larger than the 32" of the window) which resulted in the window bring installed below frost line and my building permit was not complete. Had Ecoline Windows cut the concrete only to the size of the window this window would not have been installed below frost line.Lowering the window resulted in additional cost to remediate Ecoline Window deviation from the contract. Ecoline Window did ask me for a quote for frost protection but then quickly reversed their position and were not willing to compensate me for their deviation in the installation. I did proceed and hire a different company to re-dig the opening of the window and correctly install insulation for the required frost protection. I could not wait for Ecoline to decide and winter was fast approaching. I incurred additional cost of approximately $4,300 to add frost protection to the window that wasn't not installed per the contract. The follow up customer service has been less then pleasant and Ecoline denies any errors and is unwilling to continue discussions for compensation. Each time I try and bring up a new point to consider its met with resistance and false information.

  Business Response

  Date: 12/02/2025

  While we acknowledge the clients dissatisfaction, we maintain that Ecoline Windows fulfilled the contracted scope of work for window installation. Our records indicate that we were not informed that the client had obtained a building permit prior to the installation, nor were we made aware of any specific permit requirements. Our company does not provide the service of frost protection, as this was not the part of our contract. While the final installation did not meet your expectations, it was performed based on the information we received.

  Customer Answer

  Date: 12/02/2025

  Complaint: 22925673
  
  I am rejecting this response because:
  

  Firstly, the installers on site were shown and notified that I opened a building permit. The whole installation project involved 17 windows and 1 patio door that lasted a week. The inspector was onsite for one of the other installation projects, and I instructed the installers to wait before proceeding with other work. So Ecoline Windows absolutely knew I had a building permit. It was also part of the instructions of the contract (previously attached). 

  Secondly, Ecoline Window's sales representative did originally measure the basement window to be installed above 60" from the foundation, and it would not have required frost protection. It was only during the actual installation that Ecoline lowered the height of the installation at 51" from the foundation  (previously attached photo). 

  As a direct result of the alteration done without my consent (nor was I even informed of additional work that would be required) at the time of installation, Ecoline Windows did not follow their own measurements and resulted in direct costs to remediate.  I am seeking reimbursement of these costs. 

  Thirdly, is Ecoline Window's installers not aware of frost protection requirements? 
  

  Ecoline proceeded to complete the installation the basement window and refilled the hole dug for installation. This required additional work from a company that does provide foundation repairs to re-dig the whole and add frost protection. The city of Ottawa required an engineer report on frost protection.  Had Ecoline Windows followed all building codes they would have invoiced me on the contract, this was an additional $500 to satisfy the building code requirements.

  Quotes were provided to Ecoline Windows back in November for the work required to repair the alteration done to the basement window upon installation, no direct response was provided by the service team on reimburse/compensation 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/02/2025

  The building permit is not related to the installation team on site. The permit should have been provided to the office weeks before the installation for review, so that the team can be instructed accordingly. If the client claims a discrepancy in window sizes, we can perform the inspection to verify the sizes. However, we cannot issue a refund. 

  Regarding the frost protection, as previously stated, we do not provide this type of service or offer any assessment for it. 

  Customer Answer

  Date: 12/02/2025

  Good evening,

  Ecoline Windows continues to dance around the issue. The issue is not the size of the window, but the size of the hole they cut in the concrete for the window, that directly resulted in additional work needed to complete the work.

  If they continue respond without provide a willingness to accept responsibility I would like this complaint to go to arbitration.

  I have provided sufficient information to review the case.

  Best regards,

  Patrick 

  Customer Answer

  Date: 12/02/2025

  Complaint: 22925673
  
  I am rejecting this response because:
  I informed the Ecoline sales representative on April 26th 2024 that I was opening a building permit. There was no further direction tion provided by Ecoline Windows. 

  The window is the correct size, again the issue is the size of the hole cut in the concrete and the height at which the window was installed that resulted in remediation costs.

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

  Customer Answer

  Date: 18/02/2025

  Good morning,

  I wasn't certain if this requiredany action on my part, but just thought I'd confirm I would be willing to go to mediation.

  Thank you

  Customer Answer

  Date: 24/02/2025

  Good morning,

  Did Ecoline reply within the 7 days? 

  If not, what are my options? Is some from BBB able to review my file and provide a recommendation, ie small claims court, etc...

  Thank you 

  Patrick 

  Business Response

  Date: 24/02/2025

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID ********, and I would like to move forward with mediation.

  Thank you.

  Business Response

  Date: 30/05/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and I would like to move forward with mediation.

  Regards,

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

  Business Response

  Date: 18/06/2025

  We previously agreed to proceed with mediation; however, we have not received any additional correspondence or confirmation regarding the arrangement. We want to reiterate that we still remain committed to moving forward with the mediation process and are open to scheduling it at a mutually convenient time.

• Initial Complaint

  Date:05/12/2023

  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.

  Purchased 13 windows, patio and front door in May 2021 (with a $10,000. down payment and financing the remaining balance). Ecoline Windows removed initial windows and replaced with smaller windows. The trim that was put on the windows does not cover our siding, leaving gaps (big enough to put a finger inside), and caulking around windows was poorly done. Installers have come to our home on several occasions without proper equipment (no ladder, no trim) and also installers who have never installed a window. The company purchased trim for the inside of the windows but did not do the installation (the onus was let to us to do the job). Major amounts of spray foam was used to fill the gaps left because new replacement windows are smaller. It has been almost two years, and my home, inside and out, has yet to be completed.

  Business Response

  Date: 05/12/2023

  Ecoline Windows supplied and installed 13 windows and 2 doors for the customer.  Regrettably, the ********************** were measured incorrectly, necessitating a reorder. After the new windows arrived, we informed the client numerous times that the new were correctly measured. However, the client contended that they were incorrectly measured due to the fact that they appeared smaller than the original ones. It is common for new windows to appear smaller visually, and there are no problems with this. It was also explained that larger brickmoulds would prevent the windows from fitting. To ensure client satisfaction, Ecoline Windows provided complimentary trimming of the blinds as well as installation of the casings which were not initially included in the contract.

  Following half a year installation, the client requested service and an inspection was conducted. The primary issue reported was that the client expected black windows, not "white painted black." Unfortunately, that is the only way to get the windows in black, they were supplied and installed as per contract. The client has refused touch-*** on the frame, building material, and sash welded joints.

  We currently have scheduled a service on December 12th to ensure that the **trims overlap the house siding on all windows and to redo any messy exterior caulking.

• Initial Complaint

  Date:25/07/2023

  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.

  Date of transaction: July 4, 2023
  Amount paid: 5761,09$
  Business/service provided: purchase of front door with side and top window with installation
  Nature of Dispute: staples everwhere on pvc panels, caulking for outdoors on the bottom inside of house, side windows with stickers upside down on top and bottom of glass, seal of window compromised, molding installed around door is for bottom of floor, caulking in aboundance for no reason, overall not worth what we paid for
  Tried to resolve: contacted the company with our concerns, demanded an inspection, wrote on Social Media to get some sort of response from them then someone came and took pictures on the 17 of July (5 minutes), no response back from them

  Business Response

  Date: 04/08/2023

  Ecoline Windows has sent the inspection report to our production line to provide a solution that satisfies the client's requirements. They are reviewing the information, and we will contact the client when we get a response from the manufacturer. We are making every effort to expedite the process.

  Customer Answer

  Date: 14/08/2023

  
  
  Complaint: 20371919
  
  
  
  I am rejecting this response because: 

  -no work has been done yet!!

  - exterior caulking was used in the interior at the base of the door instead of a professional job involving a small piece of moulding
  - Baseboard was used around the door instead of the correct door moulding
  - With our very cold winters, it`s imperative that insulated foam is used in the door frame before installing the moulding, so this also need to be addressed.

  -they are waiting for a sidelite from the manufacturers in order to change the one that came with the new door

  -no dates have been provided regarding all the repairs and changes

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

  Business Response

  Date: 24/08/2023

  Ecoline Windows contacted the client to inform them that the glass insert has been ordered and is currently in production. We will schedule an appointment for installation once the part is delivered to our warehouse. As for the insulation, all our installations incorporate insulation foam, which is a necessary requirement. 
  
  The trims have been installed according to the contract, but if the client believes they are baseboards, we can replace them with a different style. During the upcoming service appointment, our installer can also redo the caulking, if needed.