Complaints

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Ecoview over $16,000 to replace our windows, the initial part in Dec 2021 and the final balance in Oct 2022. Ecoview did not properly install and seal the windows, causing separation - this allowed water to get in through at the top of the window. According to the stucco repairman, the wrong materials were used and this created water damage. This affected the stucco on the 2nd story back of the house. The stucco started to crumble and break - we noticed this in May 2023. The repair required the stucco at the base of the windows removed, the wood replaced, caulking and sealing of the windows, which resulted in a $3275 stucco repair bill. Additionally this will require us to repaint the entire house - which has not yet been completed. The stucco repair was completed in the summer (2023).

  Business response

  11/21/2023

  The customer did not reach out to us to let us know they were having issues. We were completely unaware anything was going so we haven't had a chance to go back and look to evaluate or rectify the situation. 

  Business response

  11/21/2023

  We have not been back out since 10/21/22 Nor has there been any communication.

   

  You stated to the BBB You wanted repair but then your response says you didn't want us to do the work so you had it done?

  How would you like to proceed? 

  Customer response

  11/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was asked for a response of what we wanted to get out of this complaint.

  To acknowledge the fact that we did not contact the company since 2022 - that is likely true. We did not know the damage was caused by the windows when we first noticed the stucco problem.  When we got the stucco companies out here to inspect the damage, we were told about the cause.  We did go ahead and have the stucco company repair the damage because we trusted the stucco company. In hindsight, we could have contacted EcoView at that point, but at the end of the day, we wanted a trusted stucco company to make the repairs.  Would EcoView allowed our company to make the repairs at that point? I do not know, and that is on us, but the original damage is still on EcoView's lack of workmanship. According to the stucco company, they told us that EcoView cut corners in the sealing process. Since the area was large, they should have used something to bridge the gap, and the opening caused the water damage. At this point, it would be great to be reimbursed for the stucco damage, but ultimately we want to have the complaint on record that the cause of the damage is due to poor workmanship on EcoView's part. As a consumer, our goal is to hold the company accountable for faulty work, so this does not continue to happen to other customers in the future.  

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

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In June 22, 2021 we placed an order for new windows with Ecoview Windows. Window installation was October 27, 2021. I noticed immediately after installation, and before the post installation inspection, that the windows were difficult to latch shut and that specifically one of the master bedroom windows was unfinished, a piece on the bottom was missing. A screen on one of the front windows was also missing due to damage upon installation and I was informed a new one would be brought to me. I called the company asking them to come out and look at the problems. The manager came out and noticed that 9 out of 14 windows were bowed in the middle causing the latches to misalign as a result of a manufacturer defect and would have to be replaced. And the master bedroom window missing piece was lying on the ground in the room but when he installed it the window failed to close at all, which apparently was the reason it was left off. None of which was pointed out to me during installation. They tried to send a window repairer to fix the windows which resulted in 2 cracked window panes. He ordered new windows to be installed that did not show up until March 14, 2022. Upon arrival to my home each window was pulled off the truck and individually I spected by the crew and myself with levels and all but 1 or 2 were noticably bowed and the other 1 or 2 were bowed but not as severely and considered to be just acceptable. I then asked Ecoview if they used a different manufacturer and requested my windows be replaced with them instead since the current manufacturer has faulty product. It's been weeks with little communication from Ecoview and when we called them the manager said that since the manufacturer won't refund them that they can't replace our broken windows that we have paid in full for. Also, still missing screen for front window.

  Business response

  05/24/2022

  Business Response /* (1000, 8, 2022/05/04) */ We have tried to work with this customer to reach a resolution. We have offered to completely replace the windows; she has refused to work with us. She wants here money back. All windows are custom made so this will be a complete loss for us. On the contract it states This is a custom order- No refunds after customer order is placed Cancelation must me in writing postmarked no later than midnight of the following third business day. We have offered her a $1500 refund as well. In which she stated she will have to think about it. Hoping we can reach a resolution soon.

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