Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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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:03/02/2025
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.
I had new windows installed in the spring of 2023. In the summer of 2024 I noticed that there was water beside and underneath the windows. I contacted my insurance and they said the windows were installed incorrectly. I therefore contacted Ecoline Windows and they wanted me to have in independent inspection done, which I did on September 9, 2024, see attached report with pictures. With this report, Ecoline still insisted that the water was leaking from the roof line, so I had the roof inspected, see attached report. Ecoline removed the one window and I discovered that now waterproofing was used upon the install of the window. Ecoline also sent out a building inspector, upon receiving that report Ecoline is willing to reinstall the window with waterproofing, however when I ask about all the windows since all the windows are leaking Ecoline does not respond to me. And since water entered my house through the improper waterproofing of the windows I have asked Ecoline to repair or pay for the damages done inside the house as well, but they are not responding to me. I have also been trying to be a broken window fixed since August 2025, as that was when a rock was thrown and broke it, but Ecoline has ignored all my question regarding the window. Overall, Ecoline has taken months to respond to me and their advertised "Hassle-free Warranty. No fine print. No Excuses" seems false to me as they have been a hassle to deal with and they keep coming up with excuses.
Business Response
Date: 04/02/2025
We are willing to reinstall the windows in accordance with the inspector's specifications as an act of good will. Please note that drip caps were not included in the original installation. We are not responsible for any damages inside the house.Customer Answer
Date: 04/02/2025
Complaint: 22889660
I am rejecting this response because:Water only entered the house due to the windows not being installed with water proofing as per the building code and csa. Therefore, the water damage in the house was only caused by the lack of waterproofing by Ecoline. Therefore ecoline should be responsible for all damage caused due to improper window installation which my *** adjuster findings mentioned to me.
Sincerely,
Lee *******Customer Answer
Date: 04/02/2025
Received reposnse about leaking windows, but once again the broken window is ignored.Business Response
Date: 05/02/2025
The windows were installed in accordance with the terms of the contract. Existing shingle issues on the roof were noted by the inspector, and the client did not purchase additional waterproofing or flashing. We are prepared to reinstall the windows at no additional cost, but we will not assume responsibility for interior damage not of our own infliction.Customer Answer
Date: 05/02/2025
Complaint: ********
I am rejecting this response because:The broken window has been ignored again. This is unacceptable as there is no reason for this be ignored since August of 2024.
I had a roofer come and inspect the shingles since I was going to have them replaced and he said there is no problem with the shingles, **** ****** ** ******** ** ******
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As well, upon opening the wall there is no water damage or moisture by the roof line or attic, and only moisture coming from the improper installation of the windows.
Therefore, since the water damage inside the house only came from the windows have not been installed correctly in the first place.
As well, if it was a problem with the shingles, there would water damage throughout the side of the building and not only at the windows and below the windows.
Sincerely,
Lee *******Business Response
Date: 06/02/2025
The installation was performed according to the specifications outlined in the signed contract. It is important to note that the contract did not include additional waterproofing and flashing, despite pre-existing issues with the roof shingles confirmed by our inspector. While Ecoline Windows is not responsible for interior damage unrelated to our work, we are prepared to reinstall the windows with the necessary additional waterproofing and flashing at no additional cost to the client. As mentioned before, any interior damage will not be covered under this offer.Customer Answer
Date: 07/02/2025
Complaint: ********
I am rejecting this response because:
The windows were not installed according to CSA Standard and NBC, plus the signed contract says (Full frame replacement) and I assumed Ecoline would follow the minimum law standard in the NBC and CSA Standard, which they did not. ********* ** *** ***** ** ******** *** **** ***** ****** *********** * ***** **** *** ***** ******************************************************************************** ** ** ********* **** **** ***** *********** ******* *** ******* *** ******** *** *********** * ******* **** ** **** **** ***** *********** ***** ** ** ********* ** *** ******** *** *** ******** ** ********* ******* ** ********* *** ****** ***** *********** ***** **** **** *** ** * **** ***** ***************** ** ** ******** ** **** ***** ************ ***** ******* ***** ***** *********** ****** ************ * ****** ********************************************************************************************** ******** ******** ***** ******* ****** ******** *** **** ******** ** * **** ***** *********** ****** ************* ***** ***** *** ****** **** *** ******* *** **** ************ ******* *** **** ***** ****** ************ * ****** **** ** **** *** ***** ** **** ***** ************ ** *** ******* ********* ** ** **** *** **** ********* ******* ** ********* *** ***** ***** ********** *********** *** ***** **** ***** *********** ******* *******
Ecoline continues to ignore the water leakage at all the windows, south, north, and east facing windows which the north and east facing windows do not have the supposed shingle problem.
Sincerely,
Lee *******Business Response
Date: 13/02/2025
As evidenced ** *** ******** *********** *** ********* by an independent inspector, water infiltration is occurring above the window header. The presence of mold and water damage is clearly visible ** *** ****** and is localized above the window structure. Following the customer's concerns, we dispatched an installation crew to remove and inspect the window. Upon removal, it was evident that the source of the water infiltration is coming from above, potentially due to issues with the shingles or another structural element. The customer has asserted that we were responsible for assessing the entire structure of the house and identifying the issue. However, Ecoline Windows is a window replacement company, and our contractual obligation was to install new windows as per the signed agreement. Nevertheless, in good faith and as a gesture of customer service, we have agreed to reinstall the windows and address any damages directly related to the window installation, despite this issue falling outside our scope of responsibility.Business Response
Date: 26/02/2025
We understand the frustration expressed by Mr. Lee ******* regarding the water infiltration issues in his home. However, we want to clarify that Ecoline Windows specializes exclusively in replacement window projects. Our scope of work does not include assessing the structural integrity of the entire home prior to the removal and installation of windows or doors.
Based on the images provided—particularly those showing a moisture meter reading and visible water damage adjacent to the window—it is evident that the source of water infiltration is not linked to the window installation itself. Notably, the staining from water leakage is located above the window, which strongly suggests that water is entering from an area higher up on the structure.
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Ecoline Windows remains committed to providing the highest level of service and customer satisfaction. As previously communicated, we stand by our offer to revisit the property, remove the windows, and, if necessary, remove a section of the siding to gain better visibility into potential water entry points. If no issues are detected in relation to our installation, we will proceed with reinstalling the windows. Should we identify any concerns originating from the home’s exterior, we will provide guidance on the necessary steps to address them.
At no point have we refused to return and assess the situation. However, it is crucial to emphasize that we cannot be held responsible for interior damages that were not directly caused by our window installation. Our goal is to ensure a clear and transparent resolution process while maintaining our commitment to quality workmanship and customer service.
Customer Answer
Date: 26/02/2025
Complaint: ********
I am rejecting this response because:Ecoline has stated that they are a window replacement
company only I do not need them to remove a section of the siding to gain
better visibility into potential water entry points they are not experts in that
field as they have stated multiple times and therefore anything outside of window installation they would be unsure of and could not give expert advise, which I have from multiple experts who are telling me that the windows were installed incorrectly.* **** ******** ******* **** ******* *********** ******* **** ****** **** ******* **** *** ********* ********* *** *** ******* ***** ********* ******* * **** **** ******** * ******* ** *** ***** **** ** *** **** *****
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On November 14, 2024, *** ******** ********* ** ***** I agreed to have the windows
reinstalled with additional waterproofing. However, despite the ample time and
favorable weather conditions provided, this work has not been completed, even
three months later. ***** *** ******** ********* * **** ******* ******** **** **** ********** *** **** ** **** ********** *** ********** ** *** ***** *** ** ******** *********** ** *** *** ******* ** * ***** ********* *********** ********* **** **** ** ***** ** *********** *** *** ***** ** ******* *** ******** ***** ** ************ **** **** ****** ** ********* ** **** **** ** **** ** ** **** ** ********* *** **** ******* ***** ****** ***** ********* **** ********** ** ***** *** ** ******** ********** ** *** ********** **** *** ******* **** *** ********* ********* *** *** ******* *** ***** ********* ******* ******** ***** ********* ******* ****** ** ***** ******** **** ****** ******** *** ********* ************* *** ******* ********** **** ************* ***** **** ******** *** *********** ** **** **** ****** *** ********
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Sincerely,
Lee *******Business Response
Date: 26/02/2025
As previously stated, our primary focus is on replacement window installations. While we are committed to delivering high-quality workmanship, our expertise does not encompass evaluating the overall structural integrity of your home or the exterior components.
The evidence suggests that the water damage is likely originating from above the window rather than from the window installation itself. Therefore, Ecoline Windows cannot be held responsible for any interior damages, as they are not due to our installation
Initial Complaint
Date:11/04/2024
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.
Ecoline installed windows throughout the main floor of the house in the fall of 2022. I have a window extended warranty package for 25 years. on Easter Sunday, April 9, 2023, it got really hot in the living room due to the heat coming into the living room window. Even the blinds got hot. on May 30, 2023, I phoned Ecoline because I could not keep my hand on the window because it was so hot. On June 5, 2023, I phoned again. On June 9 of 2023. Someone came out from Ecoline, opened the windows on the side, and said the windows are fine. They blamed the heat on the blinds. November 20, 2023. I phoned eco-line because the windows were very drafty. December 4, 2023, ***** came to check the windows. He discovered bubbles on both side windows due to the heat. Both side windows were warped. He could not close the windows. He told me to tape up the windows and someone will get back to me. December 8, 2023 I phoned Ecoline, but no help. They sent an email saying I have to pay part of the cost of new side windows because they said it was the fault of the blinds. On March 6, 2024 I spoke to service manager, ****, about the problem of the windows getting too hot and the side windows having a bubble so the windows couldn’t even be closed. **** ascertained that the fault was not due to the blinds. he said he would get back to me. I have not heard from him. At Easter this year my daughter and her boyfriend both said the whole window is warped. I occasionally hear a cracking sound coming from the window. To be honest, I’m worried that the window could start a fire. In the last couple weeks the temperature in the house has risen to 21° a couple days and 22° a couple other days. This is when the heat outside has only gone up to 15° or less. I feel the window is very dangerous and the whole window should be replaced.Business Response
Date: 22/04/2024
Our service department will be in touch with the client to propose the solution.Customer Answer
Date: 27/04/2024
Complaint: ********
I am rejecting this response because: past history has shown this company does not reply in a timely fashion. I had someone inspect the window. This person has stated that this window is substandard. It may not even have protective coating on it that it should have. It’s definitely not the fault of the blind. It is producing cracking sounds, which shows movement in the frame. That should not be happening. I would like to arrive at a resolution with this company.
Sincerely,
****** ****Business Response
Date: 02/05/2024
Ecoline Windows is prepared to replace the window for the client on an exception basis. ******** ** ******* **** *** ***** *** ****** ** *** ********* ************ ** ******. However, our investigation indicates that the issue was likely caused by the incorrect installation of blinds. Our service representative will contact the client to obtain further details.Initial Complaint
Date:03/10/2023
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.
Ecoline was hired to install new windows- windows were ordered and paid for and to be installed on October 2nd,2023. Installers arrived 9:45am where I asked how long it would take they said two hours (we left to keep the kids out of the way). We came back at 11:45am and the installers are gone and the house locked up assuming they finished. They were to complete a quality inspection before leaving and made no contact with me about doing so- the work was not completed. The outside casing was left damaged and unfinished, there was no quarter round installed and the caulking was bubbling.
I phoned and spoke with the representative who said they would contact the service department (but unable to provide a time).
Speaking with the sales rep he said “Hi ******, I just was talking to the installer who was installed the windows by the contract, so, he told me that he did not have a chance to explain you that, because you were not home on the moment of completion .
In a such budget type of the installation the customers just need to paint the exterior after our work. That is nothing special, just a touch paint needs to be done by the owner.” This was not a budget option nor were other options discussed.
The contract states to finish inside and to finish outside. This is unfinished.Business Response
Date: 30/10/2023
The service and sales team clarified to the client that they purchased the Insert installation, and the contract does not include any additional exterior touch-up painting work. The job was completed according to the contract that the client signed.Customer Answer
Date: 30/10/2023
Complaint: ********
I am rejecting this response because:As per the contract wording that I signed it says that both the inside and outside of the window inserts would be finished. The inside of the window is finished, the exterior is not finished at all.
Sincerely,
****** HlushkoBusiness Response
Date: 31/10/2023
The contract signed by the client specifies "Quarter Round Custom Vinyl" as the exterior finish, which has been installed and completed.
Optional aluminum cladding on the outside can be installed at an additional cost (it is not included in the contract).
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