Complaints
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:22/07/2024
Type: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.
This company ripped me off. They installed windows THAT ARE WAY smaller than what they took out forcing us to further spend $$$$$ to replace window coverings. Then they had the audacity to offer another charge of $275 PER WINDOW to cut down the blinds to fit their junk. They damaged my property, personal belongings AND CAUSED personal injury to guests, pets and visiting to our home. After numerous visits from the installers who only made the mistakes they made worse with every visit they attempted to rectify. Some of the windows are faulty and have ice build up and moisture in side during cold months. After months of painful dealings with the company, their head office, *************, assured me he would look after me. He even said in email that I get the reimbursement I am asking for. Now he won't respond to my messages. He has been in contact with me for months, stringing me along. I'm financially devastated and passed off that I've had to spend just under $1100 to fix their fuckups by having to repaint entire rooms. I have hundreds of photos and all the email communications to back this up.
Business Response
Date: 23/07/2024
Ecoline Windows representatives visited the premises on several occasions to address the customer's concerns. Despite the fact that the installation was carried out in accordance with the contract signed by the client, we offered a substantial compensation for the inconvenience. We are currently in communication with the client via email with the aim of reaching an agreement.Customer Answer
Date: 27/07/2024
Complaint: 22024494
I am rejecting this response because:
They only came back multiple times due to - installer errors, product not delivered as power CONTRACT.Ecoline ALSO FORCES CUSTOMERS TO PAY 100% up front so customers have NO RECOURSE FOR the $h! work And product Ecoline throws out.
They HAVE NOT offered substantial anything - MORE LIES!!
I have waited for almost a year for Ecoline to come good on this and I keep getting the run around.
The last trip Ecolinex was here to fix there s**** **** this March I think it was, thru dumped coffee all over our carpets and didn't even tell us let alone apologize. Every time they set foot in this house thy cause MORE DAMAGE....
Sincerely,
*************************Customer Answer
Date: 30/07/2024
Complaint: 22024494
I am rejecting this response because:These are lies! They have not offered ANY compensation that even comes close to my losses.
They also ceased communication at the middle of June.
Like every complaint about Ecoline - they lie and do horrible work, then do not correct their mistakes bye make things MUCH WORSE and cause further property damage.
It would be refreshing if Ecoline owned up to their obvious short comings and refund my purchase so I can pay a reputable company to fix their mistakes and poor quality products/workmanship.
Sincerely,
*************************Business Response
Date: 30/07/2024
We have offered compensation of $3,000.00, which represents our maximum possible settlement.Customer Answer
Date: 31/07/2024
Complaint: 22024494
I am rejecting this response because:Their offer of $3,000 being the maximum is untrue.That is ALL they are willing to pay...
Their corporate office, ************* agreed with me and my concerns AND was working on the $6,000 compensation I asked for originally. And to ensure there would be negative impact on any future warranty work. HE said he was working with the Kelowna franchise and that HE ALSO agreed the sum was most certainly fair to me - given the repeated mishaps I've had to endure fun Ecoline.
sincerely,
*************************Business Response
Date: 01/08/2024
$3,000.00 is the maximum possible compensation that Ecoline Windows is willing to offer.Customer Answer
Date: 02/08/2024
Complaint: 22024494
I am rejecting this response because:As I've stated previously, after working with *************/Ecoline corporate office in ******* on a $6,000 compensation they agreed to - it has turned into a year long battle trying to get Ecoline to pay.
So, I guess I'll have to proceed to small claims court and ask for a FULL REFUND.
It has been TWO YEAR ORDEAL. I bought these windows in Aug.2022 - to be installed Nov. 2022. Ecoline didn't even have the order ready untill late February 2023 when temperature was minus 30- but they installed anyway and all the caulking had to be redone. And what a mess they made.... one of the countless issues I have with this ******* from Ecoline.
The worst part - Ecoline forces you to pay 100% up front or they won't install and they keep their 20% deposit??? How are they even allowed to operate in this country with that kind of c***
This is why I'm filling a complaint against Ecoline for property damages, shoddy workmanship and poor quality products.
I think it's ridiculous that this keeps going back and forth. Enough already! Just log the complaint against Ecoline!
Sincerely,
*************************Initial Complaint
Date:23/04/2024
Type: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.
Hi I order windows from ecoline windows 6 months ago and my invoice is $35,200 Last Thursday my windows arrived and they are small my salesperson said we will offer you have pricing of the remaining balance and we will fix it with our professional installer or we will replace them for you as we have insurance you will have to wait until Monday today he came with the person who took the measurements and they were saying its the house fault because its an old house which is not true and they said we are not offering any thing or replacing them I have a family and I am renting right now and trying to move in as soon as possible So please help me on this Thank youBusiness Response
Date: 02/05/2024
We are still in communication with the client to find a solution.Initial Complaint
Date:22/01/2024
Type: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.
Constant issues with quality and function of product installed. When company was contacted they respond only by email and state it is my homes fault with too much humidity. My house is so dry and lacking humidity that we wake up in the middle of the night to drink water due to being so parched from no humidity in our house. This has been an ongoing issue since install in August 2023. The company came back twice to rectify the problem and it seemed to have worked the 2nd time but as soon as the weather got really cold there was a constant freezing draft coming through the window seals and massive ice build up on the inside track and glass and some moisture in between the window panes themselves. Our only recourse was to call and email. We got responses stating our house is the issue and the weatherstripping would most likely be flattened so we should open our window in minus 20 below Celsius to fluff up the weatherstripping and leave it open for the day time to air out. Are they crazy? That would freeze the inside of our bedroom and downstairs to do this. I managed to speak to a manager named **** who I relayed my humidity gauge reading of 20-23% near that window in that bedroom and no heating vent anywhere near that window to cause temperature fluctuation and incur the icing over. **** said this could not be a humidity impact with such low readings and he would have the manager *** contact me to talk further. There has been no contact from *** or any management and the service **** email responses continue to say the opposite and blame my house. Our previous over 20 years old window which was vinyl as well never had this problem with freezing up. It had less of a draft than this brand new window has that cost us almost $2000. We are left with putting towels on a brand new window/ heavy drapes + fabric blinds pulled down to try and keep us warm where we sleep. Our bedroom is almost 10 degrees colder then the rest and have to run electric heater to keep us warm now.Business Response
Date: 30/01/2024
Ecoline Windows conducted a comprehensive inspection of the windows. This involved removing casings, foaming, and checking shims to ensure that the windows were square, level, and plumb. The inspection confirmed that there were no issues with the newly installed windows or their installation.Customer Answer
Date: 30/01/2024
Complaint: 21181519
I am rejecting this response because: this window and ecolines product has had numerous issues and continues to have issues. There are multiple customers with this same exact issue and ecoline has refused to help and fix the main issue of drafts and moisture build up inside the double glazed window glass. This should not be happening on a brand new window. This company does not stand behind their product clearly and should be reprimanded for that and not honoring their agreements/product quality standards and warranty. They have not responded to me and last time the only reason why they did was due to my ****** review. They said it looked bad on them and wondered if I would adjust my rating.
Sincerely,
*********************Business Response
Date: 01/02/2024
As previously indicated, Ecoline Windows conducted a thorough inspection and it was confirmed that the windows were sealed perfectly. The windows are square, level, and plumb, and there are no issues with the product or labour.Customer Answer
Date: 01/02/2024
Complaint: 21181519
I am rejecting this response because:
Already stipulated the window appears to be defective and drafty at the glass and vinyl trim where they meet. Glass has had moisture collect in-between the Panes as well. This company has not even contacted me direct to actually talk about this issue and is only now communicating through this complaint process. No one has come to look at the window that is showing these new problems as of the severe cold snap we had in January. I would like to know my next steps that can be done through BBB. Other customers are looking into going to court. Is that my only recourse as they won't even talk to me to schedule a service appointment to see what the new pictures show?
Sincerely,
*********************Business Response
Date: 01/02/2024
Ecoline Windows has substantial proof that the windows were installed correctly and that there are no issues with the product in response to the client's allegation.Business Response
Date: 01/02/2024
The service appointment was performed, and during the appointment, the installer inspected the windows and found no fogging between the panes. The windows were functioning properly without any issues. To ensure that the windows were not drafty, the installer removed the casings, checked the foam and shims, and then replaced the casings. Finally, the installer checked for any air coming in and found none. The client received information about condensation and needs to follow the suggestions to decrease humidity levels in her house. The windows were checked and installed properly without any issues.Customer Answer
Date: 01/02/2024
Complaint: 21181519
I am rejecting this response because:the original servicing was done in November. If you read your email chain then you will see that the moisture as not an issue in November and was a draft concern. Moisture is showing in the photos sent to your service department and collection of ice during January's cold snap. I spoke with Manager **** and advised him of my humidity levels and he said that would not be anywhere near enough humidity to cause this. So your answer is wrong and is putting blame on me and house like you have for all other complaining about your clearly inferior product. You have yet to actually call me if this is *** responding to this complaint and yet **** said you would. I followed your crummy recommendations and it did nothing to stop the condensation on the window and inside the window pane. But you would know this if you actually picked up a phone and called me. This is terrible business practices. And bbb should be downgrading your rating accordingly.
From,
*********************Business Response
Date: 01/02/2024
The moisture on the window is not between the panes. It can be caused by either a draft or condensation. The windows were thoroughly recaulked and refoamed, eliminating any possibility of drafts coming from the windows.Customer Answer
Date: 01/02/2024
Complaint: 21181519
I am rejecting this response because: there is moisture between the panes but you wouldn't know that as you haven't come to check them. And yes after drying the moisture once the ice was able to dissipate there was moisture in the panes in January. I'm sorry have you been in my house this past month? No you haven't and when it was serviced was November not this past month when I reported these new issues. I reject your explanation and will refute any new communication hence forth. This is ***** from your business to be doing this back and forth on BBB complaint process instead of actually calling your customer. I am about to take all of these messages and put them on social media. I should also suggest to the growing number of members in a ************** to post it all too from what they have experienced from your company as well and go to our news stations too. You clearly don't care about your customers experience and impact from your inferior product or you would be calling all of us and trying to rectify the issues we have had if you actually stood behind your warranty and service contracts. This is ridiculous at this point and you and the company should be ashamed. There has already been multiple windows that you have installed in the last year to 2 years that have failed your customers and failed inspection and not to code.
Sincerely,
*********************Initial Complaint
Date:22/01/2024
Type: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.
1.Many windows defects especially at corners. Sample pictures are attached. Problems are similar.2.All windows casings are not delivered 3.Windows were withheld from Dec. 18, 2023 to Jan.13, **** in *******. The salesperson updated the delivery address late and windows were delivered to ******* rather than ******************************************************************************* as indicated in contract.I was charged an extra $600 for delivery from ******* to ******************************************************************************* 4.Ecoline refused to deal with above issues.Business Response
Date: 23/01/2024
The client ordered 11 windows from Ecoline Windows. The installation was not included in the quote as it is a supply-only project. It should be noted that Ecoline Windows does not offer delivery services for supply-only orders unless explicitly stated in the 'installation' section. A supply-only order means that the client is only purchasing windows and no additional services are included. The client's contract states that there will be no installation and does not include delivery services in the quote. As a result, the client paid extra for delivery services.
Since the client only ordered windows without installation, she was responsible for inspecting the windows upon delivery by our workers. The installer informed us that the client did not have any negative comments about the quality of the windows when she accepted them. As the installation was done by other contractors, Ecoline Windows cannot be held responsible for the windows after delivery. We suggest that the client address her concerns about the corners with the contractors responsible for the installation, not Ecoline Windows. Orders for supply only do not come with a warranty for the product since labor is not performed by Ecoline Windows.
The client's project commencement was scheduled for February/March, and the windows were delivered on January 13th, well within the commencement date.
Customer Answer
Date: 24/01/2024
Complaint: ********
I am rejecting this response because none of the issues are addressed. I have attached my reply in the Word document because it has screenshots.
Sincerely,
*************Business Response
Date: 24/01/2024
The term 'ship to' pertains solely to the supply and installation of the products. It is important to reiterate that Ecoline Windows cannot be held responsible for any damage caused to the windows by other contractors. Please note that PVC jamb extensions are not considered casings. Windows casings are enlisted in the contract separately, and the client did not purchase them.Customer Answer
Date: 29/01/2024
Complaint: ********
I am rejecting this response. I have added my reply as an attachment.
Sincerely,
*************Business Response
Date: 30/01/2024
The client provided her delivery address, but delivery services were not included in her quote and must be paid for separately. The casing refers to the trim around the window that covers the edge of the wallboard or plaster, while the jamb is the assembly that the *********** into.Customer Answer
Date: 31/01/2024
Complaint: ********
I am rejecting this response because: Ecoline refuses to honor their contract.Read my last message. If your contract means nothing, come to pick up your windows and refund!
Sincerely,
*************Business Response
Date: 31/01/2024
The client does not have a warranty for supply-only orders. Her contract is for supply only order.Customer Answer
Date: 05/02/2024
Complaint: ********
I am rejecting this response because:Your answers are full of ****. You don't care about your job and your company's reputation. You don't know who actually paid your payroll. You don't know how to do your job. It's wasting my time to reply to you.
Please see attachments about warranty conversation and I also received a copy of warranty. Your salesperson ******************* also made sure that warranty is in my name rather than my builders name. **** ******
Sincerely,
*************Business Response
Date: 05/02/2024
As previously stated, only products installed by Ecoline Windows are covered by the warranty.
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