Complaints

• Initial Complaint

  18/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very poor install on windows and new doors in April/May 202*. Complaints have been made previously to Ecoline and technicians were sent, but nothing was ever fixed properly. I can still see outside of my house from inside at the French doors on the deck, on the top and bottom of the door, and the technician who came to view said its good, Im not willing to accept this at the price we paid. It doesnt lock all the time my front door snags often and hardware has been stripped from installers so unable to tighten anymore. There is still glue residuals around most windows. Ecoline has been here five or more times to rectify and has never been done properly, neither of the doors operate as a new door should, they drilled out the strike plate with a step bit instead of proper install, the French doors on the balcony are sagging. Ecoline advertises professional installs, I have pictures of what they would consider professional, which in anyone elses book would not be. Opportunity to properly fix has been presented several times over the last year. I have asked for an installer that has not been here yet to attend so they can see what has been done to my house and whether they consider it a professional install or not, yet they send one of the same installers. One of the technicians that was at our house was a veterinarian, not a construction professional. I have discussed with Ecoline several times over all the issues. The only one settled was a cash payment for a light they broke which they also denied breaking when I saw the window fall inside the house while they were installing it - this was the veterinarian installer.

  

  Business response

  20/11/2024

  Following a discussion with the client, we will schedule an inspection appointment with the installer different from thw one who attended earlier appointments. 

  Customer response

  21/11/2024

  The business has scheduled an appointment with myself. This is a start. I am NOT ready to drop the complaint until the issues have been addressed or rectified. The appointment is not scheduled until Nov. ****. I will update the BBB, with results from the scheduled visit.

  Customer response

  04/12/2024

  Ecoline windows sent a technician today December*  at ** o’clock this morning. It was one of the same technicians that’s been here in the past, and I did not allow him in as this was not what was agreed upon. Ecoline stated in an email “  I am not sure of the name yet, as we will assign someone from Calgary, it won't be a person who was installing last year as he left the company” this was not the case or what was communicated.

• Initial Complaint

  15/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Ecoline windows installed our windows * weeks late.They installed windows that were measured by their people and don't fit.However ecolines workers chose to install the incorrect size of windows anyways.The day of installation the installers admitted the windows were measured wrong.We can just put some smart board around the window frames on the outside to cover the gaps around the new windows.Thats to repair the outside window ********** the windows inside were to large to ****** they cut the plastic frames to fit and hammered them in.split my new drywall in 9 different spots.found out the frame was ********* they filled the gaps with caulking.Looks terrible.They have been back twice since Oct 10 2024 for what they call a service call.With excuses that the home is old etc.etc.They came Rememerance day at 10:45 to fix their mistakes.We were on our way out the door to my daughters Girl guide Remembrance Day ceremony.l was shocked,apparently *** wrong they were arriving on the 12th not Remembrance Day.Ok Whatever my mistake.There wasn't even a conformation on the date and time of the the Service call.The first apology l have got from them.They admitted they should have called yesterday but didn't.The workers then wanted to put plain flat molding in replace of the colonial style frames that are on all the other windows they installed.l almost let them do it.I also had one other window company look at the installation and * contractors look at the installation.Everyone including their own installers admit the measuring was ********* they just want to bandage up their mess.They should be remeasured and the proper size windows put in and the same trim as the other windows so they atleast match.Note all * windows are to small on the ********** first they were going to only ad smart board to the Bay **************************** they were going to ad trim to all the windows outside.We want the windows and trim in our contract.Nothing more nothing *********** homes don't have *inch walls.

  

  Business response

  26/11/2024

  Ecoline Windows scheduled an inspection with the client in the presence of the installation manager, project manager and VP of operations. The purpose of this inspection is to assess the project and offer solutions. 

  Customer response

  27/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:This will be the *** service call for windows that  have allready been installed.We are not even close to having the windows errors replaced. I only want what our contract says nothing more nothing less.lm not intrested in cut up and missed measured windows being taken apart and refinished and the trim not matching the rest of the windows.We paid for sealed window units.We will see what kind of proposal will be offered by econoline.  THIS WILL BE THEIR *** service call to patch or cover up their mistakes,made on the windows installation by ecoline windows! 

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

  

  Business response

  28/11/2024

  Further details will be provided following the scheduled appointment.

  Customer response

  30/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  This is the *** appointment to find an answer to the wrong size windows installed.This will be my last attempt to work out a resolution with ecoline.l hope they admit their errors and remeasure the windows and have the proper windows made again and installed properly.
  Sincerely,
  
  **** *******

  

  Business response

  02/12/2024

  We will provide an update on our response following the scheduled inspection on December 6th. 

  Customer response

  03/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:I have now recieved this very same message twice now.l also have had 4 service calls and one telephone conference call.With excuses for the poor installation of our windows.l will not be satisfied untill our windows have been replaced with ones that fit.We want just what our contract says nothing more nothing less.We don't won't our  seeled windows taken apart and nailed back together.Or windows that stick out over an inch.During the last telephone conference,l had to ask ** before ecolines professional installer answered my ************ FAR SHOULD THE WINDOWS STICK OUT FROM THE HOUSE?His reply on a recorded conversation was half an inch.The windows have been improperly measured and were installed anyways.We Will see what happens on another service call.Service calls?The windows need to be replaced.These windows were to be installed in August.Over 3 months and our windows are still a mess and continued service calls with excuses,instead of replacing the improperly measured windows.
  
  Sincerely,
  
  **** *******

  Customer response

  09/12/2024

  December *** 2 people showed ****** person l asked never to come back because he was rude and would not let me speak.ln fact because l was asking questions about the poor installation.This one person (*****)even said during a recorded conversation he did not like me.

  I opened the door to my surprise there was ******** and ******.l told ******** l would speak with him but ****** should not be here.l closed the door.A few minutes later ******** came to the door again.******** explained the professional that was supposed to arrive today couldn't make ***** we are going to have a phone chat and l show him the problem.We walked threw most of the issues.The whole time they spoke Ukrainian.l had my hand held recording device.l recorded the so called service call.l explained my concerns In the recording.With nothing being  answered.

  After ******** took more videos and pictures.The person on the phone with ******** ******** said he would call me back Monday with a solution to the windows.

  Well it's now ***** am Monday no call back yet.

  

  Business response

  18/12/2024

  Our Vice President sent the client an email outlining the proposed solution, which included the removal of windows, jamb extensions and brickmounds, and the reinstallation of windows with an exterior custom finish, either with PVC casings or MDF. This will be carried out by a Calgary-based installation manager, who will be happy to come and demonstrate the solutions in person. 
  

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered windows from Stage by Ecoline at ****** June 7, got them installed on Sept 9, the upstairs window was built upside down from what we ordered, it is now Nov 10 and this has still not been corrected. We also had them put a window well in for us to have a larger basement window and they did not install a weeping tile even though we had asked when we originally signed the contract if the window well would be done properly so we had no flooding issues. They said yes, put a window well in after first telling us this is a contracted out job, called us back two weeks later and said they now install window ***** themselves so we were refunded by them for the contractors and then we paid ecoline to do the window well. They cut the concrete hole, installed the window well and then put in the window on Sept 9. On Sept 12 we woke up to rain and a waterfall coming in the window because the water was half way up the window. They said yeah we hit **** when we dug the hole but nothing was said to us about that, they just filled in the hole with gravel. When we called to say it was flooded, all they did was vacuum the carpet and we had to call and complain that we needed the window well correctly installed. They said we didn't pay for that weeping tile, while I assumed they knew that when putting in a window well it has to be installed correctly(meaning if it needed that, they should have installed it) they came back to install a pipe for drainage. Now we are wanting damaged taken care of, and the window on the inside to be fixed as there is now bubbles in the finishing of the window and there is still no casing. This company has not had great communication with us to give us dates on fixing these problems. They keep brushing us off as if there is nothing wrong. They didn't even install what we ordered!!

  

  Business response

  13/11/2024

  With regard to the concrete cut, our responsibility is limited to performing this task in accordance with the terms of the contract. The client is responsible for obtaining the necessary permits, as well as for the irrigation and grading around the house. Our responsibilities included the following aspects of the installation: cutting the concrete, digging the egress-size window well, installing the window well and the framing for the new window. 

  In 2019, the City of Calgary introduced a new requirement for all new builds to include a drainage system called a weeping tile. As the property in question was constructed prior to 2019, the weeping tile drainage system was not a requirement. To assist this member, our installation manager rented the necessary equipment to do this for the member and even provided her with a discount of $400.00. Connection to weeping tile was not part of our work in the first place.

  With regard to the large window, we have placed a new order for the correct configuration and will make an appointment as soon as it arrives. 

  Customer response

  19/11/2024

   
  Complaint: 22537079
  
  I am rejecting this response because: When window well contract was originally signed it was stated to us that the window well would be installed correctly including being able to drain properly if there was enough water getting in it. Awhile after that contract was signed we were called and informed that the window well would now be installed by Ecoline instead of contracted out and we had to sign a new contract. Now the window well was put in, it rained and it flooded two bedrooms in the basement. They say they gave us the weeping tile for free but that should have been installed before they said the well was complete. As according to the contract I signed, in the event that structural issues arise during installation, Ecoline windows will be required to perform the work to ensure proper completion, in the event of which extra charges apply, which we would have been happy to pay to have the weeping tile installed, had we been notified the company had hit **** when digging the window well. 
  
  Sincerely,
  
  ******* ******

  

  Business response

  20/11/2024

  The weeping tile was not included in the original contract, and we informed the client of this during the basement flood incident. In a spirit of good faith, we went ahead with additional work. Ecoline is not responsible for grading around the windows or the soil condition.

  Customer response

  21/11/2024

   
  Complaint: 22537079
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  05/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered custom windows from Ecoline windows. A sample from my wooden window frame (old windows) was taken by the sales representative in ******************** to be shared with the factory to match the colour. They did not match the colour, instead they used an off the shelf colour by sico called Midnight Bath. ******************************************************************* . I can tell because they left a touch up bottle of paint which has the paint code and name on it as per the picture. Now our windows are mismatched and look horrible. We've paid for a custom colour, did not receive it, received wrong colour and now our house has been devalued by their mistake and they refuse to own up to it or do anything about it.

  

  Business response

  06/11/2024

  Our project manager will be contacting the client directly to discuss the matter further. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Subject: Request for Immediate Resolution of Blackout Blinds Issue SAAS CONTRACT ****** ******* Dear Sir,I am writing to formally request a resolution to an issue with our contract (SAAS CONTRACT ****** *******) dated June 27, 2024, for nine cellular blinds installed on August 8, 2024. All four blackout blinds provided were undersized, allowing sunlight to pass through the sides, which I reported immediately to Project Manager **** Ostapets and subsequently via multiple emails.Despite my follow-ups, I received an email from **** on October 3, 2024, stating the product meets standards. This response overlooks the primary functionality of blackout blinds. The photos for the defective blinds are attached herewith.Given the three-month delay, please advise on the next steps to replace or adjust the defective blinds for proper coverage. Your prompt response is appreciated to resolve this matter ******************* regards,Dayal

  

  Business response

  04/11/2024

  The blinds are manufactured from a blackout material. The measurements were taken correctly and the installation was carried out in accordance with the contract. Blackout blinds are designed to block sunlight from the centre, and should be made from blackout material. It should be noted, however, that not all sunlight is blocked from passing through the sides. This is the standard structure of all blackout blinds. 

  Customer response

  05/11/2024

   
  Complaint: 22508626
  
  I am rejecting this response because:Ecoline's response is not acceptable because as stated earlier, I have no issues with the material manufactured for the blackout blinds, however the issue lies on the gap existing between the blinds and the window frames is more than acceptable limits (1/4 in to 1/8 in) in construction industry. 

  This is due to the flaw in taking the right measurements for the blackout blinds which reflect the poor workmanship of Ecoline's personnel. As you seen in the attached photographs the gap between the blackout blinds and the window frame is more than acceptable limits allowing the sunlight to flow directly into the room while not serving the purpose of blackout. None of the other 5 light filtering blinds do not have this issue and the blinds are flushing with  window frames with minimal allowable gap.

  Hence Ecoline's response is unacceptable and unprofessional for their works completed at my residence on the blackout blinds. This flaw was agreed to us then by their installers who accepted this after the blackout blinds were installed and informed us the same shall be reported to their company. Please refer to the photographs attached herein and request Ecoline to take the right steps to address this issue for me. 
  
  Sincerely,
  
  Dayal Madhavan PMP, P.GSc, EP, P.Geol.

   

  

  Business response

  06/11/2024

  The blinds were measured correctly and installed as per contract.

  Customer response

  06/11/2024

  Thank you for confirming that the blinds were measured and installed as per the contract.

  
  However, please see the attached photographs of the blackout blinds, which may indicate they arent fitting as expected. Unlike the other five non-blackout blinds, which fit flush with the window frames and effectively block sunlight, the blackout blinds have visible gaps on the sides.Specifically, the gaps exceed inch, while industry standards suggest a gap between 1/8 inch to inch for a proper fit.

  
  I believe there may have been an error in the measurements taken, leading to light leakage through the gaps. Could Ecoline review the installation together with me to ensure they align with the standards we discussed?

  I appreciate your assistance in resolving this.

  Best regards,

  Dayal Madhavan

• Initial Complaint

  25/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a contract with this company on April **, 2024.The installation was completed on July *, ******* front door was not installed correctly and the frame provided by the company is too large for the door.I have a litany of email communication and phone call records that have netted me no resolution on my front door.Nothing but false promises and dodging of responsibilities has lead me to the BBB.This is my last step before seeking legal advice.I want what I paid for....nothing more and nothing less.

  

  Business response

  01/10/2024

  We apologise for this inconvenience and will do our utmost to avoid any further issues. The client was contacted by our service manager, who provided assurances that the part will arrive in the correct format and that the project will be completed to the client's satisfaction. 

  Customer response

  02/10/2024

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

  The service manager did call on *****2024 after multiple attempts to resolve on my part.

  I do not want to close this complaint until my door and frame are actually installed correctly.

  The service manager (*****) told me to expect mid October.

   

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

• Initial Complaint

  18/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered a contract for blinds on May ** and made a downpayment of $******. Decided the blinds weren't a fit for the house and cancelled the contract (by email and stopped by their office) within the ** day window stated on the contract. Cancellation confirmed by Ecoline on May **** by their agent ****. Contract says seller has ** days to refund to deposit. After the ** day window, I have contacted **** multiple times and she confirmed all had been approved by their finance department and the refund should be in my account about a week and a half ago. She said she would monitor and get back to me if it was late. She didn't. I called her again and she again said it will be in my account soon. It wasn't. I have since been in touch with her again and have asked for the number to their finance department so I can discuss with them, and she has not replied to me. I have also sent two notes to their service department - they send back a note saying they will be in touch within ** hours, I have never received anything back from them. They also seldom answer their office phones listed on their invoices. I had Kates number as she was the sales rep. **** frustrated. I did my part. It is now almost a month since I cancelled and the contract committed to a refund within ** days. Promises, but no action.

  

  Business response

  18/06/2024

  Please be advised that our cheque run is scheduled for once a month. Refunds can only be issued by cheque. The cancellation request was approved and the cheque for the refund of $****** was mailed on June **** so it should arrive any day. In the event that you do not receive the cheque in the coming week, please email ************************************************************ 

  We apologize for the delay and inconvenience. 

  Customer response

  20/06/2024

   
  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. The cheque was received and deposited,

   

  This could have all been avoided if the business had provided the information they gave in the BBB a response to myself. Being ignored and told no details does not resolve matters.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My wife and I entered into a contract with Ecoline windows on the **** of Febuary 2024. We dealt with a lady who went by the name of ****. I had made purchases from them just * years previous with a different sales person. Anyway, today is June *** 2024; and despite being sent an email stating that there is a " shortage of materials" and that we will be called, the original deal was for them to be installed in April or by the middle of May. It seems to me, that there is something else going on here and there is a reason that they are dragging their feet on this.Secondly; announced to the public was an "energy reduction rennovation program" that was either being promoted by ECOLINE themselves or by the government. I believe it was for a **% reduction of the cost. Our sales agent " Anastasla" never brought this up to me, but instead provided my wife and I a *% senior discount. I then went to who I was told their manager, ****************; that I was entitled to the ** or **% discount for my purchase as this was the better of the two deals. Then I had to deal with **** on this and it was very difficult. I still have not received the **% discount for which this program was to be offering. Now, I don't know if I'm not seeing something here or not. Anyway, this is only a small issue as I have not received any windows and have not been even given an installation date and here we sit on the *** of June. I have lost faith with these people and would like a refund at once. I feel that they have not bargained in good faith or been transparent through out this process. The last time I consumated business with these people was * years ago, and experienced no problems what so ever. Now there seems to be problems. Not in taking our money but more so in the deliverence of their product and in honering thier energy discount.

  

  Business response

  07/06/2024

  We contacted the client directly to address the outstanding issues, and we are glad to report that they have been resolved. Once the order has been received, we will contact the client to schedule the installation. 

• Initial Complaint

  27/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had all the windows in my home replaced by Ecoline in early 2019. I had many issues with defects in the glass units resulting in almost all of them being replaced several times. Recently, my home was inspected and the inspector noted that almost all of my windows did not have **** coating on them, which is something I paid for, and was confirmed on my invoice. After contacting Ecoline and asking them about it, they had me conduct several tests that would show I have **** coating. Unfortunately all of these tests failed. When I tested two brand new windows in my basement that were provided by another manufacturer they tested positive for ****. Again I asked that Ecoline provide an explanation and welcomed them to come test themselves. Despite a *** party test, and * testing methods that THEY suggested all of which showed the same failed results, Ecoline does not want to test the windows and insists that they all have low e. I have been patient and have given them plenty of opportunities to resolve the issue but they do not seem interested. Attached are pictures and email correspondence.

  Customer response

  27/05/2024

  Please see attached

  

  Business response

  28/05/2024

  It is not possible for the windows to have been manufactured without the Low-E film applied to the inside of the outermost pane, as our factory does not produce insulated glass units without the Low-E applied to at least one pane of glass. In this case, it would be the inside of the outermost pane. The blue tint visible in the reflection is the Low-E coating.
  

  Customer response

  28/05/2024

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

  Ecoline hasn't proved to me by conducting their own testing method or use of an electronic tester, that there is Low E.  There isn't even a certification stamp on the glass or window frame indicating **** and glass specs.  Simply stating its impossible isn't a resolution. 
  
  Sincerely,
  
  *************************

  Customer response

  28/05/2024

  Basement window - not supplied by Ecoline

  

  Business response

  29/05/2024

  Further to our previous response, we would like to confirm that we do not manufacture windows without Low-E.

  Customer response

  29/05/2024

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

  Ecoline has yet to prove there is **** on the windows.  I have been contacted by a project manager and will discuss further.  Until then, this remains unresolved.

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

  Customer response

  11/06/2024

  Met with Ecoline representative.  Waiting on written documentation. 

• Initial Complaint

  21/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April ***** 2024 Ecoline Windows installed ** windows into my home. I was assured by the salesman that the windows would be installed and the existing casings would then be placed back in the exact way they were before the old windows were removed. Two years ago i had new casings spray painted and installed by a finishing *********. they fit snug to the walls and the windows. This was an expensive venture but i was emphatically told that i would see no difference with the new windows and the * year old casings. I am totally disappointed in the workmanship done by the installer of the casings. There are gaps between the walls and windows on every window. The casings have been damaged in places and it is very obvious this job was not done professionally as it had been previous to Ecoline coming into my house. There are also cracks in the walls between the windows that had not been there. i have asked to speak to the regional manager but instead a sales manager phoned me and then proceeded to argue with me that because it was an older home the casings would not necessarily fit as they had previously. As these casings were only * years old this was not true. They were perfect previous to April ** 2024. I paid a total of $********* and have been left with a shoddy job that is not acceptable. I expect the casings to be replaced professionally to look the same way as before or a discount given in the amount it will take me to hire my own finishing *********. I will happily get a quote. I am happy with the windows themselves but not how the casing were put back nor am I happy with the mess left behind. A layer of white drywall dust covers every surface. Ecoline windows are insisting that I must be at my home if they are to come up to "look" at the problem. My parents also live in my home and I work on the coast for months at a time therefore I can not be there but my parents can certainly represent me. I am seeking a quick resolution to this problem.

  Customer response

  23/05/2024

  Third party consent form attached.

  

  Business response

  23/05/2024

  The customer's contract includes "Casing re-installation only (of existing casing)". The customer has been informed several times that the old siding will need to be repainted and that this is the customer's responsibility. The customer's contract also states "Casing must not cover imperfections around window/door/patio door". 

  Customer response

  23/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: they have not addressed the problems as stated in my original claim. The problem has nothing to do with painting but with the install of the casings. The casings do not fit snug to the windows or walls as they did previous to the Ecoline Windows installation.
  
  Sincerely,
  
  ***************************

  

  Business response

  23/05/2024

  We have proposed to the client that we perform the inspection to create a list of outstanding issues that we are willing to fix as part of the warranty. Unfortunately, we are unable to proceed with the service until the proper inspection has been completed. To date, the client has not responded to the proposal of the inspection. 

  Customer response

  27/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: I had asked to speak to the Regional General manager, and I am still waiting to hear back. I do not want to talk to a Sales Manager. There was never a proposal from Ecoline in writing just a phone calling saying they would send someone up as long as i guaranteed I would be at the house. This is not possible. When I said I could not be at the house I heard no further from them.  If they send someone up to evaluate the concerns I have, my parents can show them the areas of concern. I was told the casings would be put back in the same manner and condition they were in before this job started. I am not talking about painting. The casings should fit tight to the windows and walls as they did before this job began.

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

  

  Business response

  28/05/2024

  While we do not require the client to be present, we do recommend that at least one decision-maker be present, such as one of your parents. Furthermore, we can arrange a video call during the inspection as an alternative. The project coordinator will contact the client to schedule the inspection appointment. 

  Customer response

  28/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: until I am satisfied that they are coming to the house and arranging to fix the problem. I will be happy to set an appointment time with my parents

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

  

  Business response

  31/05/2024

  We are prepared to schedule an inspection to evaluate the issues at the installation site. The service will be scheduled only after that is done. 

  Customer response

  03/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: i will not sign off on this until the casings are done properly and in the same condition as previous to the windows being installed by Ecoline Wndows. i suggest a date be chosen for evaluation from the following days. June * * *** *** *** *** *** *** ** ****. the last time you responded you said you would set up an appointment. So far, I have not heard from you. PLEASE do not phone as I cannot answer my phone at work. Pick a date and time and someone will be there to point out the problems. Either use this site or email me at ******************.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/06/2024

  The inspection was scheduled for June **.

  Customer response

  03/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: It was my understanding that on June ** we were having the garage windows installed not dealing with this problem. I have given you dates that will work for an Inspection. As I need my parents to be there those are the only dates for the Inspection. the window installation on June **** is still good as my brother will be there.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/06/2024

  This was the date proposed for the inspection. If this date is not convenient for the inspection, the scheduling department will arrange an alternative date. 

  Customer response

  04/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: according to the phone call both my mother and I received from a woman in the Ecoline Office the date of June ** was for the garage window install. can we please make the date of June ** for the inspection and window install on the ****.  Please let me know who will be coming up to do the inspection.
  
  Sincerely,
  
  ***************************

  

  Business response

  04/06/2024

  The project manager, ****, will be attending the inspection. Unfortunately, there is no option to invite another representative since **** is the individual who has been working on this project from the beginning and there is no way to change the project manager. The installation manager will also be in attendance at the appointment. 

  Customer response

  07/06/2024

   
  Complaint: ********
  
  I am rejecting this response because: I am confused as to why I am receiving answers from Ecoline Windows through BBB and also to my personal email. It seems there is a contradiction. To clarify on June ** between *** Ecoline windows will send someone to go through the deficiencies NOT to install the * garage windows? I will not be there, but my father will be to represent me. Please confirm through BBB as to this.date.
  
  Sincerely,
  
  ***************************

  

  Business response

  13/06/2024

  The jambs arrived today, so we will add the garage window service to the inspection. 

  Customer response

  13/06/2024

   
  Complaint: 21735754
  
  I am rejecting this response because: My original complaint was about workmanship not install. It's great that the garage windows will be completed but that has nothing to do with the complaint of poor finishing on all windows. I will not accept anything until all the problems of workmanship are completed. Tomorrow, I want everything that needs fixing to be put in writing.
  
  Sincerely,
  
  ***************************

  Customer response

  19/06/2024

  **** from Ecoline Windows was at the house on Friday June 14th and looked at the problems. He is to set a date to have the frames re-installed properly and to my satisfaction.

  

  Business response

  20/06/2024

  Ecoline Windows has been attempting to contact the client to schedule a service appointment for the reinstallation of the casings. Despite repeated attempts to reach the client by phone, we have not yet been able to connect. We will continue to call until we can schedule the appointment. 

  Customer response

  21/06/2024

   
  Complaint: 21735754
  
  I am rejecting this response because: I cannot answer my phone during business hours as I am at work.  Please text or email me.
  
  Sincerely,
  
  ***************************

  

  Business response

  24/06/2024

  Sure

  Customer response

  24/06/2024

  On June 14, 2024, **** from Ecoline Windows came to inspect my complaints. My mother asked **** to put in writing what was going to be done to fix the problems. I have not as yet received anything regarding this. I want to see what the plan is before a date is set to fix the issues. i also want to know who will be fixing the problems as I do not want the same person that did the first installation of the window frames to do the repairs. I expect the window frames to fit as they did before Ecoline Windows started this job.

  Customer response

  02/07/2024

  Hello, I am confused as to why Ecoline is not answering to my request for their plan in writing as to how they are going to fix the problems that i have listed previously. Their plans were to be put in writing before making any arrangements to book a date for service. I will not commit to a service call until I know what they plan to do to fix the problems

  ***

  

  Business response

  02/07/2024

  As mentioned several times verbally and in writing, Ecoline Windows will reinstall the casings closer to the jambs.

  Customer response

  02/07/2024

   
  Complaint: 21735754
  
  I am rejecting this response because: My concerns have not been addressed. 

  1. I have asked for a detailed explanation of how this problem will be fixed in writing. The casings on the original windows were new and in perfect shape. That is no longer the case. telling me they will be put back closer to the jambs is not a detailed explanation.

  2. I have asked who will be doing the service call as i will not have the same fellow do the repairs that did the work in the first place. This also is to be in writing. I do not want any further damage to the casings or walls.

  3. I have not received anything in writing to date even though you say it was sent.

  4. I would like to resolve this as soon as possible so my parents can put the window coverings back on.

  5. i expect this to be a professional job. i can have my original finishing ********* do the job if Ecoline cannot do it professionally but I would expect Ecoline to pay my *********.

   

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

*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. ↩