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:04/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired them to install 6 windows and 2 exterior doors in Feb 2023. Ever since the installation, I've had to call and email them to come back out multiple times because a few windows and the door have continued to have air pockets, and make noise. The last time I called them was in January 8, 2024 because my front door has literally started to howl whenever there's a gust of wind and 2 windows let rainwater in when they're closed and fully latched and 4 windows total have serious air leakages. I sent videos of both these issues to Ecoview's ***** and *******. After calling them again they finally sent ****** out to look at the windows and door. After verifying it's a real issue, ****** gets on the phone for a while after telling me he's calling his bosses. ****** hangs up and tells me he spoke with Ecoview and relays to me that they will replace the four windows and reinstall the door. ****** then says there's nothing he can do, until replacements arrive and leaves. Since that time, I've had to purchase expensive plexiglass to prevent further water damage, cover both windows with plastic because the air leakage is so bad. That was the week of January 15, 2024. I've waited patiently for them to fix this and have never received so much as an apology, nor expected date of arrival, nor any communication from them since. I paid over $14,000 dollars for quality installation and service, only to be ignored. They should pay me for having to replace four new windows, an exterior door and reimburse me for the extraneous measures I've had to take in this aftermath amid the repair of my hardwood floors.

  

  Business Response

  Date: 04/10/2024

  BBB Complaint ID ********
  Response from EcoView Windows and Doors
  Date:April 9, 2024
  
  Summary
  The customer contracted ********************** to replace 6 of the homes 32 windows on 12/12/2023 and 2 doors on 12/13/2023.  The home has 27-year-old aluminum frame windows and 6 were replaced with Energy Star rated vinyl windows.  The original exterior doors are replaced with Energy Star rated fiberglass doors.  The replacements were installed on 2/24/2023.  The windows and doors both come with a manufacturers lifetime warranty on the product plus 5 year labor warranty from EcoView Windows and Doors. Since March of 2023, the customer has reported a water leak issue with a window and peepsite, **** in frame, hinge squeak and air infiltration issues with a door.  Other issues mentioned in the complaint were never brought to our attention.  From March 2023 through today, EcoView Windows and Doors has continued to back and deliver our products and services.  All products are custom made for the customers home so there is manufacturing time when new parts or new products are needed.  EcoView has addressed and continues to address every issue the customer has brought to our attention as evidenced below. 
  
  Resolution
  For the door issues, parts were ordered and ultimately provided a completely brand new door in July 2023.  Even with the new door and new installation, the customer continued to report issues which we continue to address.  See additional details about the resolution below.  For the window issue, we have inspected, provided evidence and explained the root cause of the issue which is not tied to EcoView Windows and Doors. See additional details about resolution below.     
  
  On 3/7/2023 the water leaks around the window were addressed and customer has not mentioned the issue again until this complaint in April 2024.  As stated at the time of service in March 2023,the water leaks are coming from above the windows we installed on the first floor.  The customer chose not to replace the ********************** on the second floor.  As a sign of goodwill to our customer, we applied silicone to cracked brick mortar around the old windows in hopes of helping the leaking situation.  Per our inspection, it appears that the leaking is coming from the second floor windows, gutters, brick, or rotted facia.  Please see below pictures of wood rot and cracked mortar in the bricks. When we replaced the first floor windows,we could see the water damaged wood above the window.  We can pull one of the first floor windows that we installed to show the customer as proof upon request. 
  
  Additionally, we were never informed of the air infiltration around the windows.  Now that we have been made aware, we will inspect them at the upcoming service. 
  
  The howling noise from the front door appears to be from the weather stripping and door sweep. We have received these materials from the manufacturer and are ready to install. It is not necessary, but the installer has requested new interior casing and exterior cladding to insure a beautiful finished product.  We should receive these items from the manufacturer in a few weeks and schedule the service with the customer.
  
  The customer has requested to be reimbursed for four new windows, an exterior door, and repairs to the hardwood floors. The customer has a lifetime warranty with the window manufacturer and a five year labor warranty with EcoView Windows and Doors. The customer does not need new ********************** or ******************** to replace the new windows and doors that we already installed. However, the customer should consider replacing the 27 year-old windows that have not be replaced, and possibly the cause of the water leaks. The hardwood floors were not damaged due to the work performed by EcoView Windows and Doors.
  
  Timeline of Events

  11/19/2022 Ecoview appointment with Customer for free quote on window replacement
  12/12/2022 Customer signs contract to replace 6 of his 32 windows (NT Executive)
  12/13/2022 Customer signs contract to replace 2 entry doors (Provia Heritage)
  12/15/2022 Customer makes deposit payment
  02/06/2023 Email sent on what to expect at installation
  02/23/2023 Email sent on how to prepare for installation
  02/24/2023 Installation of windows and doors
  02/27/2023 Customer makes final payment
  03/03/2023 Service order created due to peepsite in door holding water and window on front left of home leaking (customer reported only noticing the water on his window sill), EcoView escalate door issue to Lansing BP
  03/07/2023 EcoView performs service call to fix window leak, informs customer the leak is not coming from the ********************** that we installed but from the old aluminum window that he did not replace which is located above the window with said leak (photo evidence)
  04/05/2023 EcoView notates on customer account that he has not returned calls, texts or emails to schedule his service
  04/08/2023 EcoView performs service call to fix peepsite holding water in door, and notated that peepsite still holding water
  05/16/2023 EcoView performs service call to fix peepsite holding water in door, and notated that customer wants **** in door fixed and no squeaking noise
  05/17/2023 Customer states he wants a new door not parts to fix the issue
  05/23/2023 EcoView performs service call to fix **** in door frame wood, and notated that middle hinge squeaks
  05/24/2023 Customer reports 2 issues: 1) light still passes through the door on the lower side away from the door lever 2) There is a chip on the door itself
  05/30/2023 New door ordered from Provia
  07/10/2023 EcoView performs service call to replace with brand new door
  10/18/2023 EcoView performs service call to install door corner pad and adjust hinges (squeaking)plus applied oil for the hinges sound
  12/14/2023    Customer reports door is allowing air in
  12/20/2023 EcoView service call confirmed, complete, corner pad installed
  01/08/2024  Customer reports door is howling and says door frame is wider at the top
  01/12/2024   EcoView service call confirmed, complete, installer recommends new weather stripping and sweep.
  01/16/2024 New weatherstripping and sweep ordered from Provia
  04/09/2024 EcoView will attempt to schedule service when casing and cladding is delivered from Provia
  
  Evidence  

  See attached photos

  *PLEASE ZOOM IN TO SEE THE EVIDENCE OF ROT, CRACKS AND LEAKS
  

  
  

  Customer Answer

  Date: 04/18/2024

  I am rejecting this response because:   

  None of these issues whether window leaks, air pockets were existing prior to Ecoview's installation. If the age of the home were the root cause, these problems would have been manifested before Ecoview performed any work. They claim that parts have been ordered and are awaiting arrival. This would mean that since the latest iteration of problems occurred since Jan 2024, that they're still awaiting for parts to arrive as of April 2024. This is a period of over 12 weeks with no communication from them that said parts are expected to arrive and remediation should occur on a date. Ecoview seems to have chosen to ignore these complaints since Jan 2024 in hopes that these complaints will disappear out of frustration from their nonresponsiveness since this time. They don't mention, their technician ****** (after having phoned his bosses) stated to me that the door would be reinstalled and two leaky windows would be replaced in January 2024. Yet, in April 2024 Ecoview claims the cause of the issue is the structure of the home and not related to them. There is no way that brand new windows should need to be covered in plastic to compensate for air leaks. This has been the case consistently and is evident in the photos that show air pockets. This problem is obviously more prominent on colder days.  However, Ecoview makes no committtment to remediate these, as this was also showed to the technician in Jan 2024. It's appaling that 12 weeks have passed and they have taken no measure to address these issues. 

  

  Business Response

  Date: 04/19/2024

  BBB Complaint ID ******** 
  Response from EcoView Windows and Doors 
  Date: April 19, 2024 
  
  The customer states: None of these issues whether window leaks, air pockets were existing prior to Ecoview's installation. If the age of the home were the root cause, these problems would have been manifested before Ecoview performed any work.
  EcoView has never stated the window leak issue is due to the age of the home. Age has no bearing on the issue. Pre-existing water leaks are evident in the framing. We are unsure what is meant by air pockets this is the first time we have heard of this issue.  As explained in our initial response and to the customer multiple times, it is not the age of home causing the issues but The water leaks are coming from above the windows we installed on the first floor. The customer chose not to replace the ********************** on the second floor.  As a sign of goodwill to our customer, we applied silicone to cracked brick mortar around the old windows in hopes of helping the leaking situation. The leaking is coming from the second floor windows, gutters, brick, or rotted facia.
  As a courtesy, we will remove a window to show the customer the wood rot from water leaking above the windows we installed as proof the damage was pre-existing and not caused by our products or service.? 
  
  The customer states: They claim that parts have been ordered and are awaiting arrival.
  Correct, see attached proof.
  Weatherstripping ordered 1/5/2024
  Sweep and sweep gasket ordered 1/22/2024 (this was added in case it was needed at the time of service)
  Sub-assembly: *********, ********* cladding and casing (added late because installer decide that he would reinstall the door and did not want to risk these pieces being damaged or worn, our cost $509)
  
  The customer states: This would mean that since the latest iteration of problems occurred since Jan 2024, that they're still awaiting for parts to arrive as of April 2024. This is a period of over 12 weeks with no communication from them that said parts are expected to arrive and remediation should occur on a date.
  We apologize for the delay, but rest assured, we will call to schedule your service as soon as the parts arrive. Estimated arrival 5/2/2024
  
  The customer states: ********************** seems to have chosen to ignore these complaints since Jan 2024 in hopes that these complaints will disappear out of frustration from their nonresponsiveness since this time.
  We have not ignored these issues. We have placed orders with the manufacturer during this time. See attached orders. As indicated by our timeline of interactions with the customer since installation February 2023, we have responded to every issue timely and with the goal delivering total satisfaction to our customer.  We even performed additional work outside the scope of the project in an effort of good faith towards our customer.  We have not ignored this customer nor a single issue.  Due to the ongoing issues raised by our customer for the past year, we chose to take additional steps of ordering more parts than initially explained was needed in January 2024 we wanted to go above and beyond to ensure this project was completed. This involves additional lead time and the customer will be scheduled once the parts are received just as we have done each time before.
  
  The customer states: They don't mention,their technician ****** (after having phoned his bosses) stated to me that the door would be reinstalled and two leaky windows would be replaced in January 2024.
  EcoView (******) never made this statement.  Rather, we did state that we are reinstalling the door, but we would not replace windows. This decision would come from the manufacturer.
  
  The customer states: Yet, in April *************************** claims the cause of the issue is the structure of the home and not related to them.
  See pictures of issues with brick, mortar, old, cracked caulk, and windows not replaced on the second story (also shared on last response). There are no water leak issues with the windows that we replaced. As a courtesy, we will remove one of these windows and show you the rotted wood above these windows in the framing from above.
  
  The customer states: There is no way that brand new windows should need to be covered in plastic to compensate for air leaks. This has been the case consistently and is evident in the photos that show air pockets. This problem is obviously more prominent on colder days. 
  We are unsure what is meant by air pockets this is the first time we have heard of this issue and never heard this term before. As a courtesy, we will reinspect the windows for air infiltration when we return.
  
  The customer states: However, ********************** makes no committtment to remediate these, as this was also showed to the technician in Jan 2024. It's appaling that 12 weeks have passed and they have taken no measure to address these issues. 
  Since installation in 2023 and for the past year, we never once refused service or ignored our customer. After meeting in January 2024, the production team decided to go above and beyond to ensure this project was completed ordering additional parts which are yet to be received.  As indicated by our timeline of interactions with the customer since installation February 2023, we have responded to every issue timely and with the goal delivering total satisfaction to our customer. We have taken measures to address these issues as demonstrated in the orders placed with the manufacturer. See attached orders.
  
  Response to customer images:
  Image 8607 - The only visible issue is a loose or torn sweep. This is being replaced.
  Image 8608 No visible issues.  Closer pictures of actual issues would be helpful.
  Image 8609 Photos shows plastic covering the window, but nothing else out of the ordinary. Closer pictures of actual issues would be helpful.
  No images of plexiglass and do not know how it could help. Please send pictures and explain. We will inspect these issues at the time of the service.
  
  

  

  Business Response

  Date: 04/19/2024

  See attachments which include customer name -- proof of parts ordered for customer with date of order and date of delivery