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:27/11/2023

  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.

  Ecoline has sold me two sets of defective motorized blinds and refuses to remove them and issue a refund. Timeline of events: Sep 6, 2022: blinds installed (both sets). Jan 5, 2023: first set of blinds stops working (motor breaks down). Problem reported to Ecoline. Jan 20/23: Ecoline technician comes to inspect blinds. Feb 17/23: Ecoline removes first set of blinds to attempt repair. Mar/Apr 2023: “repaired” blinds re-installed (exact date unknown) May 21/23: second set of blinds stops working (motor breaks down). Problem reported to Ecoline. Late July 2023: Ecoline removes second set of blinds to attempt repair. Sep 22/23: “repaired” second set of blinds re-installed. Nov 2/23: first set of blinds (re-installed in spring 2023) stops working again. Problem reported to Ecoline. November 2023: I demanded removal of blinds and refund of purchase price. Ecoline refuses to remove the defective blinds and refund the purchase price, claiming its contract only requires it to attempt another repair or issue store credit. Ecoline is wrong. It has sold me defective goods. The Sale of Goods Act (Saskatchewan) and The Consumer Protection and Business Practices Act (Saskatchewan) provide that a consumer may always reject defective goods and demand a refund, regardless of what any contract says to the contrary. Any portion of any contract which purports to waive these rights is automatically void. I am not interested in attempting another repair. Repairs have already been attempted without success, and Ecoline’s repair times have been painfully slow. I have advised Ecoline that if they do not remove the blinds (both sets) and issue a refund, I will commence legal action, either through BBB arbitration or Small Claims Court.

  

  Business Response

  Date: 27/11/2023

  As per the contract signed by the client, "All sales are final. Custom window coverings are non-refundable and non-exchnagable." Therefore, refunds cannot be provided. However, both product and labor warranties are offered by Ecoline Windows, allowing us to accommodate any necessary post-installation services as part of the warranty.

  Customer Answer

  Date: 27/11/2023

   
  Complaint: ********
  
  I am rejecting this response because the contract does not apply in the case of defective goods, which a consumer always has a right to reject under Saskatchewan law.

  This is a company that has received over $30,000 of business from me. I am very displeased and will commence legal action.

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

  

  Business Response

  Date: 27/11/2023

  There are no defects in the products. If the products are experiencing any issues, they can be serviced free of charge as part of the warranty. However, none of the products sold by Ecoline Windows are refundable according to the contract.