Complaints

This profile includes complaints for Ecoline Windows Winnipeg's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ecoline Windows Winnipeg

  12-1333 Niakwa Rd E Winnipeg, MB R2J 3T5

  
• 

  Ecoline Windows Winnipeg

  Unit 3-45 Beghin Avenue Winnipeg, MB R2J 4B9

  

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:23/03/2023

  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.

  Issue: Window warranty service has been deficient. I purchased the home in June/2018, the previous owner purchased 17 windows from Ecoline in 2015 that came with a 25-year transferable warranty. Window #10 (Kitchen) has leaked for 3 years every winter when temperature moderates outside. I have had 3 site visits with nothing done except for silicone. The last visit, the technician advised that he would recommend a window replacement since the leak has been happening for several years. I have followed up with Ecoline and they are ignoring my emails and denying any warranty service. - Mar 16/22; Feb 6/23 - Home purchase ***k - 25-year transferable warranty - Warranty service is deficient and customer service is non-existent - Business has sent out technicians in 3 straight years: 2021 silicone removed from drip edge, drip edge adjusted; 2022 silicone reapplied to drip edge; 2023 nothing done but advised would recommend window replacement. - ******** ** ********** ***** ****** ******** ****** *** *********

  

  Business Response

  Date: 23/03/2023

  The inspection appointment for the client has already been scheduled for April 4th.

  Customer Answer

  Date: 04/04/2023

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

  FYI, your team was by today and noted the following:
  
  - All wood studs were dry, no cracks in stucco above window
  - No issue with roof
  - Invoice attached on roof inspection and 'tune-up' completed in summer of 2020, 30 year shingles installed with ice/water membrane in 2008
  - All foam removed and replaced
  - Found wet spot on the sill coming from the base of the middle vinyl divider
  - Peeled up about 3 inches of that vinyl divider and added silicone
  - Advised if continues to leak that the window would have to removed and repaired with a new vinyl divider
  

  I would like this file updated that if/when I note another leak that I do not have to start with a new diagnostic and that action is taken right away, rather than blaming my home or roof.

  Please confirm, thank you.

  
  
  Sincerely,
  
  Michael *****

  

  Business Response

  Date: 04/04/2023

  The installer attended an appointment today and made sure to check everything thoroughly. Please let us know if there are any further service concerns, our service email is *************************

  Customer Answer

  Date: 06/04/2023

   
  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,
  
  Michael *****

• Initial Complaint

  Date:16/01/2023

  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.

  ******* ** ** ********* ** ***** ******** **** **** ********* ******* ** ** **** ** *** ********** **** ********. The windows do not open properly and scrape/hit the soffits. I believe this was a measuring error on their end. In the contract, it states that the soffits would be removed for window install (which they were not, * **** ***** ********). As well, our windows now no longer meet the fire safety code. All efforts to have Ecoline come out and repair the problem (either by them or by them hiring another company) have been dismissed by them have stated my only options are either for them to take the windows back and get a half deposit, leaving me with gaping holes in my home or to pay them to re-install the windows and also re-do our siding. This is a simple solution of having someone (either ecoline or another company that they pay for) to come out and fix the soffit height.

  

  Business Response

  Date: 16/01/2023

  The style of windows that the client chose (casement windows) were manufactured and installed properly as per our contract. The installation was done in accordance with the building code requirements, and the replacement windows were placed in exactly the same rough opening as original windows. The issue with the opening of the windows is the soffit overhang that interferes with the opening radius of the windows. Per standard building code, the soffits are supposed to hang at 90 degree angle to the house. It is not related to our product or installation, therefore the soffit is not related to our scope of responsibility. Ecoline Windows is a windows replacement company, we are not working with roofs or soffits.

  Even though Ecoline Windows is not supposed to assist the client in this matter, several appointments were scheduled to offer the client some solutions from our end. Taking into account that it would involve the windows reinstallation and extra-materials, this service cannot be done free of charge. This is a substantial amount of work with windows that can be done at extra-cost, however the client stated that they would only be interested in replacing the soffit.

  Needless to say that the issue has nothing to do with the windows installed by our company, the issue arose due to the Improper soffit installation, which is not our product. It was neither supplied by us nor installed, therefore we are not responsible for it. The part of the contract that the client is referring to says that the soffits can/would be reinstalled in case they were on the way of windows installation, which was not the case.

• Initial Complaint

  Date:23/11/2022

  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.

  I cannot get a copy of my bill of sale after multiple emails. I’m sure it was originally emailed to me but cannot find it and simply want a copy.

  

  Business Response

  Date: 23/11/2022

  We contacted the client to explain that the invoice is being sent once Ecoline Windows receives the payment for the job. The client signed the financing with Manitoba Hydro, and we emailed the signed Manitoba Hydro completion form on November 2nd. It typically takes around a month for the Manitoba Hydro to issue the payment, therefore we still cannot send the client his paid invoice. Once the funds are received from Manitoba Hydro, we will email the invoice right away.

  Customer Answer

  Date: 23/11/2022

   
  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,
  
  Dallas ********

• Initial Complaint

  Date:13/09/2022

  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.

  July 2021 we ordered 13 windows and 7 doors to be installed in our home, December 16 2021 installation began and for the most part completed. The installers had issues installing our garage side entrance doors (2) . They told us new doors had to be ordered because the measurements were incorrect! No problem, things happen. Well 9 months and many emails later the doors have still not been installed (don’t know if they were ever ordered). They do not respond to my emails so I am at a loss as to how to get what we paid for completed. We paid over $24000 for this job and would like it finished,

  

  Business Response

  Date: 14/09/2022

  The garage doors are currently in production. The installation occurred in winter and Ecoline Windows received some complaints in regards to the doors functionality. Primarily, we did our best to fix them without replacing, however once it became clear that it is impossible, we proceeded with reordering the doors as a part of the warranty. We are looking forward to scheduling installation day in the nearest future once we receive the doors. 

  Customer Answer

  Date: 14/09/2022

   
  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,
  
  Barb *******

• Initial Complaint

  Date:02/09/2022

  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.

  Half installed windows and they have refused to come finish the job. They will book a time and no show. This has occurred numerous times. I have been cancelled on over 5 times. This has been going on for months.

  

  Business Response

  Date: 02/09/2022

  There was an open service call on the client's file, and the initial service appointment was scheduled for August 6th. Unfortunately, Ecoline Windows had to reschedule the appointment due to the force majeure causes, but the client was notified of that. At this point we see that the appointment date was set for tomorrow, September 2nd.

  Customer Answer

  Date: 02/09/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  Sept 2 is today. The apt was for 9-11am. It is after 3. My call was not answered nor was my email. They have no showed again. I expected them in the month of August alone the 19, 21, 29 all no shows or within the hour cancellations. I have evidence to prove they made these appointments and service was never rendered. 
  Sincerely,
  
  Amber ********

• Initial Complaint

  Date:01/08/2022

  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.

  On July 27, 2021, Ecoline Windows was hired to replace 4 Basement windows, two living room windows, and recap (Cladding) 2 front bay windows Total cost was $6,550. A deposit of $1,637.50 was provided on July 27, 2021. The remainder payment of $4,912.50 was to be collected the day of installation before the work began. Windows installation was to start and be completed by late September or early October 2021. Instulation began on December 12, 2021. 4 basement & 2 living room windows were installed and the cladding bay windows were reschduled for another day & time due to Ecoline and unavailable supplies. Ecoline called and/or emailed to reschedule the installation 5 times. Ecoline to date August 1, 2022, has not completed the work or reviewed the warranty which was to be done following completion, leaving two basement windows leaking with condensation & a broken bay window. On March 4, 2022, when Ecoline returned to finish the work, the installers broke one of the bay windows while working on the cladding. At first, they tried to deny it was them. Installer Oli did admit it happened while they were working on the windows. The bay windows were in very good condition & only required cladding, not replacement. There were several installers who come to complete the work and examine the windows. The broken window was noticed by my husband Shane ***** while the installers were cladding. When he pointed it out to the installer Oli, he said he did not break the window, it broke while he was working on it & tried to cover it up with a large strip of silicone. No mention of a broken window at any time by the installers. Ecoline has not supported the guaranteed warranty on the hardware replacement request sent on December 17, 2021, from previous windows installed by Ecoline. Calling the service line 204-900-8579 you are on hold with no direct answer. Ecoline Statement: We are confident that you made the right decision with Ecoline Windows.

  

  Business Response

  Date: 02/08/2022

  Unfortunately, there were some delays occurred with the project due to the global pandemic. The client was constantly notified and updated about the order status.
  
  The client is claiming that our crew broke the bay window, which is not true. The client sent us the pictures "before" and on one of the pictures we can clearly see the crack, which existed on the window before the cladding installation, therefore Ecoline Windows will not be taking any responsibly for it.

  Customer Answer

  Date: 08/08/2022

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

  The crack is on the outside pane of the glass. These pictures are time stamped Thursday, ?March ?24, ?2022, ??12:36:29 PM at the time the work was being done. We have further pictures taken on the same day showing there is no moisture between the windows and the seal was good until they broke the outer pane. *** **** **** *** *** **** ***** ***** ***** ** **** ******* ** ** *** * ****** ** ***
  Sincerely,
  
  Simone ***********

  

  Business Response

  Date: 10/08/2022

  As stated before, Ecoline Windows is not responsible for the crack on the picture.

  Customer Answer

  Date: 15/08/2022

  
  Complaint: ********
  
  I am rejecting this response because
  
  1) Ecoline installer took responsibility for the window he broke.
  
  2) Work is not complete. Quality is below all standard.
  
  3) Warranty has not been honored.
  
  Sincerely,
  
  Simone ***********

• Initial Complaint

  Date:28/07/2022

  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.

  Last year we decided to replace the windows in our house and we contacted the company Ecoline windows, no problems with windows of main floor, problems with basement windows, after the installation everything looked very good, but the problems started in the fall when there was wind, I began to notice that when there was a wind, the curtains began to move, I contacted the company to check why this is happening, a few days later a worker arrived and replaced weather stripping, next problem when the cold came, I saw that ice was forming on the bottom of the windows, and the distance between the glass and the grid is filled with snow, from this it became dark in the room, and that was every time it snowed, I had to open the windows and clean the snow, I contacted the company again and a worker arrived a few days later, but he could not give recommendations on how to fix this problem, the next problem appeared when summer came and the rains came, rainwater began to flow inside the house and I again had to contact the company, the company offered to stick additional weather strippings but i gave it up because they from Home depot and not original, I already had practice with these weatherstripping when we had old windows, every year they need to be re-glued and mold forms on them. in the last contact with the representative of the company, I said that if they cannot solve these problems, then let them return the money to us and we will order windows for basement in another company, we got rejected. We really hope for your help.

  

  Business Response

  Date: 29/07/2022

  Two possible solutions were given to the client. To start with, is necessary to lower the humidity level in the basement, and together with that we could add the weather stripping to the window. The client did not find any of the offered solution satisfactory, however Ecoline Windows cannot just replace the windows, while the issue can be fixed by different means.

  

  Business Response

  Date: 03/08/2022

  Hopper windows are not airtight window and as such allow for a certain amount of water and air penetration. Humidity inside the house contributes to a condensation build up on the windows when it is cold outside. So in other words, if you have high humidity and it is below zero outside you will experience a frost build up. Hopper windows are not as efficient as casement windows that have a compression seal.

  Customer Answer

  Date: 04/08/2022

   
  Complaint: 17638974
  
  I am rejecting this response because: Manitoba is a cold province and at the same time the humidity in winter is very low, without the use of a humidifier it can reach 25-28%, which is not good for buildings, therefore, for a natural humidity level, a minimum of 35% is recommended, which is maintained with a humidifier, for 15 years of living in this house we never had any problems with the old windows. Why is there no answer about the snow between the mesh and the window glass? 
  Sincerely,
  
  Stan Luxembourg

• Initial Complaint

  Date:22/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a contract with Ecoline windows in October 2021 to install 2 exterior doors for my house costing $ 4,373.00. In the afternoon of July 20, 2022, the front door insert unit just cracked without any impact and with no body having any contact with it. I've been trying to get them to come and see it and get it fixed but to no avail. they keep insisting it happened as a result of impact and hence not covered by warranty, which is false. They have drawn their own conclusions to a situation just by looking at a picture when they have not even sent anybody over to the house to come and take a look at it. the broken glass insert unit is still in the door and could cause a serious accident. When I call them, they keep hanging up on me. I have had a **** of a service experience with them.

  

  Business Response

  Date: 28/07/2022

  The pictures that the client sent to Ecoline Windows clearly show impact damage, which is not covered by the warranty. The service call cannot be free in those cases.

  Customer Answer

  Date: 28/07/2022

  
  Complaint: ********
  
  I am rejecting this response ********
  
  Sincerely,
  
  Sarah *******

• Initial Complaint

  Date:21/06/2022

  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.

  We contracted with Ecoline Windows on Nov. 12, 2021 to built and install a new PVC window unit to accommodate our window Air Conditioner to replace our existing PVC unit. Our previous unit had been damaged by the previous installer and we were told that frame could not be fixed. A new unit to accommodate a window air conditioner was the only option. Their rep measured the AC and the window on two occasions and a technician came out and measured a third time. On all occasions the AC unit was mounted in the existing frame. It was very clear what we were asking for. The unit they installed on April 18, 2022 had two problems: 1. The fixed units were built wrong. They were delivered with no glass in the top split unit but there was glass where the air conditioner was to go. I thought it was built upside down. 2. Upon further inspection it did not look like the opening was big enough for the AC to slide into the opening. The salesman came out April 18, 2022, measured again and asked us to just try putting the AC in once the glass was placed in upper and removed from lower. On June 7, 2022 the installers came to put the missing glass in and said they were told to cut the frame to make the AC fit. This is not acceptable because we purchased this unit so that we wouldn't have a destroyed frame. The AC was to slide in the lower left hand side of the unit. The installers agreed with us as did Paul, the Service Manager. Paul said the right solution was to have a whole new unit installed as per original agreement. When we asked him to put this in writing, he said he would have to go through his manager. On June 20 Ecoline's solution is to cut the frame to fit the AC. Why would we purchase a $1,770.24 window unit only to have it destroyed? This is just not acceptable and Ecoline windows either needs to replace the unit with one that is the proper dimensions or refund our total purchase price so we can find another company who can do it properly.

  

  Business Response

  Date: 21/06/2022

  During the conversation with the project manager the client agreed to cut the glazing stops for us to install the AC, however when the service appointment took place he refused to proceed with it so it was offered as an alternative to install the SU. Unfortunately, the client refused to proceed with that either. Ecoline Windows completed all the job in accordance with the contract, therefore it is not possible to refund the money or perform another replacement.

  Customer Answer

  Date: 22/06/2022

  
  Complaint: ********
  
  I am rejecting this response because: Their response is untrue for two reasons:

  1 - on the second occasion the installer showed up with the sealed glass unit to install into the upper opening but he had not been sent with the trim pieces to hold the glass in place. He could not install the glass unit without the stops.

  2 - at no time did the project manager make it clear that he intended to cut the frame. He showed me the casing measurement from the inside and said if the trim pieces were removed (the same ones missing for the top window unit) and the glass removed the AC would just fit into the opening. He had me verify his measurements from the interior measurements and asked me to sign that my measurements  matched his. Why would I agree to have the PVC frame ruined by cutting it if the only reason we ordered a new custom fit window unit from you was because your Project Manager told us that once a PVC frame is cut it is ruined and cannot be repaired. Why would I agree to pay nearly 2 grand only to allow the frame to be ruined again. I would end up with another ruined frame after spending so much money.

  Cutting the unit is unacceptable. It either has to be replaced with one built with the proper dimensions to accommodate the AC or we need to have our money refunded so that we can go with an installer who can provide the proper unit as we requested.
  
  Sincerely,
  
  Gordon * ******

  

  Business Response

  Date: 22/06/2022

  The customer agreed on the offered solution and changed his mind at the service appointment. Ecoline Windows will not be refunding the amount and will not be replacing the window.

  Customer Answer

  Date: 23/06/2022

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

  Their employee never explained that he planned to cut the frame. We never agreed that cutting and ruining the frame was a solution

  * **** ** ******* **** *** **** ******* **** ******* ** *** **** * ******* ******** *** ** **** ********* *** **** ** ** ** *** ** ******* ** **** *** ****** **** **** *************. Ecoline Windows justify their refusal for not replacing the PVC window unit with one with the proper sized opening on the word of the Salesman/Project Manager who made the mistake in measuring and conveying the correct measurements and requirements to their factory, i.e. the existing AC unit needs to slide into the lower opening.

  
  Now Ecoline Windows are, after disallowing any verbal conversations we had with their salesman and the technician Ecoline Windows sent out to confirm our requirements, to accommodate our AC, they are now saying that their employee says he had us agree to cutting the frame, which we did not. ** ****** **** their employee ** ****** ** **** *** *** ***** ** is the one who listened to our requirements. He is the one who took the measurements ( more than once). He is the one who prepared the quote. He is the one who sent the order to the factory.
  ** **** *** ******** **** ***********

  I reject their solution and again say the only acceptable solution is to replace the unit with a new one with the properly sized opening or refund out purchase price and we will find a company who can do it right.
  

   

  
  
  Sincerely,
  
  Gordon * ******