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:24/02/2025

  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.

  ***** ********* ***** * ** ******** 25 Year Transferable Warranty) - Purchased home with ownership date of June 1, 2018 - 25 Year Transferable Warranty that the window would not leak - Window has been leaking for years, I have sent in repeated complaints and each patch repair has not worked. Technicians have caulked, foamed, caulked again, the window continues to leak at the sill each year at winter thaw. On last visit April 4, 2023, the technician noted that there was a leak coming from the middle divider between the Awning and Picture window, he caulked it. - Ecoline has tried to resolve for years with patch repairs of foam and caulking, not resolving the leak. - At this point, I want a replacement and am willing to pay for this to happen, ideally with some warranty discount applied. Either a slider window or single Awning window works, I do not want the 2 windows with the vinyl divider again. I am tired of this issue and need it resolved finally. Thank you.

  

  Business Response

  Date: 25/02/2025

  We are pleased to assist Mr. ***** with his concern. While our standard warranty service does not include the complete replacement of the window, we are prepared to provide a quote for a new window if the client prefers. This quote will be discounted, considering the fact that it is our window that we will be replacing. To ensure a prompt response, please contact us at *************************

  We have already requested a quote for the new window and will provide a response as soon as we receive it. 

  Customer Answer

  Date: 25/02/2025

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

  The Ecoline quote for a replacement with the warranty discount applied is $*** more than a competitor's quote at **** ******

  I get that there might be a quality difference, but the reality is it is the Ecoline window leaking each winter thaw... can the warranty discount at least match the **** ****t quote?

  Sincerely,
  
  Michael *****

  

  Business Response

  Date: 26/02/2025

  We appreciate your concerns, and we would like to clarify that the discount we are offering for a new window is a gesture of goodwill. Unfortunately, we cannot match the pricing of other companies, such as **** ****** Ecoline windows are custom-made, and our pricing reflects the quality of the product and installation, as well as the post-installation warranty. 

  Customer Answer

  Date: 26/02/2025

   
  Complaint: ********
  
  I am rejecting this response because the warranty is not being honored.

  The reality is that an Ecoline window has been leaking for over 4 years, it has never been properly diagnosed and repaired but rather covered up with caulking and foam and hoping for the best. I was making a goodwill gesture to at least cover the labor associated with the replacement, but the material should be replaced at no cost.

  The Ecoline warranty is effectively useless if it will not replace a defective product after repeated years of leaks and technician visits.

  It would not be rational for a customer to purchase another window at a modest discount from the same company that installed a defective window and refused to honor the warranty. I would rather purchase with another established company at slightly more and hope for a warranty that is actually honored.

  
  Sincerely,
  
  Michael *****

  

  Business Response

  Date: 04/03/2025

  **** ********
  

  ** **** ** ******* **** *** *********** ******** ** *** ***** ** ********** *** ***** ** ******* *** **** *******. Our quote of $******** is the most competitive option available. While he referenced a quote from **** ***** ** ********** it is essential to note that this amount does not include installation costs. When installation is factored in, the total would likely range between $******** and $********* making our quote more favorable. Mr. ***** has acknowledged this discrepancy, yet he has stated that "Ecoline Windows should do the installation free of charge," which is not a valid expectation.

   

  Regarding the post-installation warranty, our head installer conducted a comprehensive inspection of the window during the last appointment. This assessment revealed no issues with either the product or the installation, as the installer removed the casings and thoroughly examined the foam and insulation. Given that no problems were identified, we recommend the client consider other potential factors contributing to the leak, such as the roof or surrounding walls. We are confident that there are no issues with the window or its installation.

   

  Sincerely,

   

  Polina ********

• Initial Complaint

  Date:20/02/2025

  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.

  I purchased windows from Ecoline , November 2,2023, and the windows were installed April 8, 2024, I paid *********. This is the first winter the windows have been in and there is ice on every window that opens ( THREE BEDROOM WINDOWS AND ONE DINING ROOM AND ONE LIVING ROOM). I have made several attempts to contact them by email and they sent two different people two different times with the same answer, that there is too much humidity. The humidity in my house averages between 35 and 40. I do not believe this is the problem I believe these windows have been made with poor seals. My windows prior to them replacing them , only one had ice on it and that was because it had condensation between the glass and I has some one come out to fix that. When they repair it , they put a small hole in the corner and fill it, which made ice on it.

  These windows have a 25 year warranty.

  

  Business Response

  Date: 21/02/2025

  We maintained consistent communication with the client following the installation. Our installer inspected the windows several times and determined that the condensation was due to a high humidity level in the client's home. There are no issues with the product or the installation. The humidity level in the client's house averages between 35 and 40 degrees, which is considered a very high humidity level for winter. 

  According to the Energy Star brochure *** *** ******** *****, the recommended humidity level during such conditions is 20%.The installer confirmed that the windows were properly sealed and found no issues with the insulation foam.

  Customer Answer

  Date: 05/03/2025

  I disagree with there finding,  this is what I have found. between 30-35%
  
  Low RH may provide an appropriate environment for the survival of some types of viruses (****** *). It may also cause wood floors and furniture to contract. Based on the chart *****, Health Canada (2007) recommends that the RH in your home is kept below 50% in the summer and between 30-35% in the winter (****** *).

   

  What is the best humidity level for a home in winter?
  
  
  ** ********
  The ideal humidity level for your home in the winter is between 30% and 50%, according to the EPA. This range is comfortable and safe. 
  Why it's important
  Health
  Low humidity can cause dry skin, irritated eyes, and respiratory problems. High humidity can cause mold growth, which can worsen respiratory symptoms. 
  Comfort
  Humidity levels that are too high or too low can make your home uncomfortable. 
  Damage
  High humidity can cause condensation on windows and walls, which can damage your home. 
  
  ********** ** ** ************* ***** ****
  
  What's my home's humidity level – and why does it matter? | **** ** ******
  Ideal humidity – and signs of trouble Every home is different, but a level between 30 and 40 per cent humidity is typically ideal ...
  
  **** ** ******
  
  
  Indoor Humidity in Winter vs Summer - *** **** ******* *** ***
  Nov 20, 2021 — High humidity, over 45 percent, can leave rooms feeling clammy and sticky which can be unbearable. A humidity level of...
  
  *** **** ******* *** ***
  
  
  This is the Best Humidity Level in Winter - ** ****
  Feb 25, 2019 — Other Factors That Affect Humidity Levels in Winter No two families and their homes are the same, and there are a wide...
  
  ** ****
  
  
  Best Humidity Levels for Winter: A Complete Guide - *** **** *******
  Jul 8, 2024 — The ideal humidity level in winter is between 30% and 50%. This range is considered optimal for human health and comfort
  
  T** **** *******
  
  
  Indoor humidity levels - ********* ******
  Humidifiers may be suited to very dry indoor air but should not be set above 50 per cent relative humidity. They should include a ...
  
  ********* ******
  
  
  What Is A Comfortable House Humidity | ****** ******** *** *******
  Dec 21, 2022 — What Is a Comfortable Humidity Level? ... The right humidity level in your house plays a direct role in your health an...
  
  ****** ******** * *******
  
  
  Do You Need a Humidifier During Cold and Flu Season?
  Dec 1, 2023 — Monitor Humidity Levels: Aim for a humidity level between 30% and 50%. Using a hygrometer can help you ensure that your...
  
  ******* ********* ***
  
  What is the Best Humidity Level for Home in Winter?
  The ideal humidity level for winter, according to the Environmental Protection Agency (EPA), is between 30% and 50%.
  
  *****************
  
  How to Change Indoor Humidity Levels - ******
  The Environmental Protection Agency (EPA) says a safe and comfortable humidity level falls between 30-50%.
  
  *********
  
  
  
  
  
  

  Customer Answer

  Date: 05/03/2025

  Completely dissatisfied customer, and  DO NOT believe that has anything to do with humidity, this company is so strong on trying to make this so. I would like a Window Expert that does not work for this company, to contact me directly.

  .

  

  Business Response

  Date: 05/03/2025

  First, it is crucial to understand that humidity levels can fluctuate, and homeowners have the ability to maintain any percentage, whether it be 15%, 30%, or even 50%. However, condensation on windows during winter is a normal phenomenon that occurs due to the drastic temperature differences between the indoors and outdoors.

  If your intention is to minimize or entirely eliminate condensation on your windows during the winter months, you must strictly adhere to a humidity level between 15% and 20%. This is not merely a suggestion; it is a requirement based on Energy Star guidelines, which clearly indicate that maintaining lower humidity levels is essential to mitigating condensation on glass surfaces.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: I had requested someone impartial that is not from the company to contact me directly.
  
  Sincerely,
  
  Judy *********

  

  Business Response

  Date: 07/03/2025

  While we understand your request for an impartial third party to contact you, we must clarify that all communication regarding your account will continue to be handled by our internal team. Additionally, it is not part of your contract that Ecoline is responsible for providing "impartial" opinions.

  Customer Answer

  Date: 13/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: Extremely poor customer service. ********** **** ***** ********* ***** *******. All I wanted was for someone impartial to call me so (if you are right) to give me some assurance , but you would not do that ***** ***** ** ** ******* **** *** *** **** ******* ****** You have had 2 or 3 people here over the course of the winter and all three indicated they did not know what was wrong with the windows. Yet here you are dictating what is wrong and have never been in my house or even called me. **** ** * ****** **** *** ** ** *********
  Sincerely,
  
  Judy *********

  

  Business Response

  Date: 13/03/2025

  All individuals who attended the appointment confirmed that the issue was attributed to elevated humidity levels. This conclusion is also supported by the information provided in the Energy Star brochure.

  Customer Answer

  Date: 16/03/2025

  This does not require a RESPONSE BACK AS. I see you have absolutely no customer service in my mind, I will not support your product, nor will I promote it. Please, no further contact is required concerning this particular matter. I do expect that all other warranties will be honored in the future.

  

  Business Response

  Date: 20/03/2025

  Good afternoon,

   

  I am writing to address Complaint #******** again and to summarize Ecoline Windows' position regarding this matter.

   

  The installation of nine windows was successfully completed on April 8, 2024. In December 2024, the client began reporting concerns about condensation around the windows. I would like to emphasize that our inspections revealed no drafts, only condensation.

   

  Ecoline Windows has maintained consistent communication with the client since the installation. Our installers have conducted multiple inspections and determined that the condensation issue is attributable to elevated humidity levels within the client's home. It is important to note that we removed the casings to examine the foam insulation and can confirm that the windows are perfectly sealed. There are no defects with the product or the installation.

   

  It is important to note that the average humidity level in the client's residence has been recorded between 35% and 40%, which is considerably higher than the recommended range for winter conditions. Despite presenting the Energy Star brochure with the appropriate humidity guidelines—indicating that the optimal level should be around 20%—the client has declined to lower the humidity during colder temperatures.

   

  We understand that the client is dissatisfied with our findings and has chosen not to take the necessary steps to address the humidity issue. However, we must reiterate that our windows cannot defy the laws of physics, and condensation will inevitably occur at such elevated humidity levels.

   

  Our technicians have already thoroughly examined the situation, and at this point, there is no further information to add to this response.

   

  Thank you for your attention to this matter.

   

  Sincerely,

   

  
  

• Initial Complaint

  Date:17/12/2024

  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.

  New windows and doors installed Feb 2024. Installers have been back 5 times to “fix” multiple issues each time I’ve had to take off work. Major issue was front door not closing properly and for the last 4 months hasn’t been able to open at all. After months of trying to speak to a supervisor as installers told me the door can’t be fixed because my house is “old” and will keep shifting..supervisor Paul told me installers ****** *** *installed the door wrong and just didn’t want to fix it”. Finally had a “supervisor” come to inspect and did nothing *** ************* This was over a month ago and still have not heard back from anyone. Other issues: back door doesn’t open right in cold weather, new window ledges are wrong size, indoor trim chipped/discoloured and doesn’t line up (was told this is my fault because I was supposed to have painted them), outdoor caulking is peeling/discoloured (was told by Paul this is because wrong caulking was used), outdoor window trim wasn’t replaced, windows don’t stay open, and other minor issues. Installers also left broken glass all over my yard and my dog cut open her paw. Mentioned this to Paul and he stated he “told them 1000 times already not to do that” ******* ** **** ** **** *****. It is a major safety issue that we can’t get out our front door and the deadbolt/lock I purchased are now damaged from having to force the door closed. It has been a fight to even get this company to respond to my multiple calls and emails and still have not come up with any solution other than blaming me/ my family. ***** **** **** ** ****** **** * ******* **** ******* ** **** *** ****** ** **** ******** ***************** ********* ********* ** *** ******** ******* ******* ******* *** ******** ********* ** ********

  

  Business Response

  Date: 18/12/2024

  We would like to extend our sincerest apologies to the client for the inconvenience they have experienced. The service appointment was scheduled for 6 January. We will address all outstanding issues to the client's satisfaction. 

  Customer Answer

  Date: 29/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  It hasn’t been fixed yet. 
  Sincerely,
  
  Nicole *******

  

  Business Response

  Date: 03/01/2025

  The service appointment is currently scheduled for January 6th. 

• Initial Complaint

  Date:30/08/2024

  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 had windows and a double door installed in spring 2024. The initial quote included that the door being changed needed to be built up by the company due to damage and it was noted and agreed. The project was completed in a timely fashion but it was also noted at the time it was installed the floor/door needed to be built up and adjusted. This was ignored by the installers. The project was complete and I reached out to to the company via phone and email (*** ******** ********) several times over the course of a few months about this issue with no response. The door is now showing the effects of being installed incorrectly. We finally got a response and staff came to the house to take pictures and video of the door about 2 months ago. They offered no information just quickly took the pictures and left. I continued to reach out for updates with no response at all. Last week their office did finally call saying that our service order has been processed. I rightfully was irritated by the lack of information and time spent chasing them and asked to speak to manager. They told me a manager would call me back between 24-48 hours. It's now been a week with yet again no response. During this time, I've noticed another one of the windows they installed is not sealed and there's signs of water damage. This is a room where the window is not used and there's no reason for water damage, except faulty installation. I would like to have both my door and window fixed as it was not done properly and should be done prior to winter before yet more damage happens. The original quote was in November or December 2023, the windows installed in March 2024 and the door about a month later. We have been trying to get a resolution since at least May 2024. Again emailed, called. Even tried reaching out via social media. All I want is the door and window fixed. The job has been paid in full and would he covered under warranty at very least.

  

  Business Response

  Date: 09/10/2024

  Please find below the response of Ecoline regarding the complaint ******** from ******, Sheldon.

  The installer attended the scheduled appointment on October 5th, 2024. He demonstrated that the window is fully sealed and that the insulation is functioning correctly. With regard to the door, I can confirm that there are no issues. It was installed in accordance with the specifications, and the measurements were taken and marked correctly. 

   

  Please do not hesitate to contact me if I can be of further assistance.

   

  Sincerely,

  Polina ********

  Customer Answer

  Date: 09/10/2024

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

  Every person who has come to inspect the door has told us they believe it was installed incorrectly or that there is an issue, but has never made any adjustments or even an actual attempt to adjust.

  My email to Econoline Saturday evening was as follows:

  Good evening, I’m following up on the appointment we had today as outlined below.
  
  
  The scheduled appointment was for Oct 5/24 between 1-3.  The installer came shortly before 3.  He asked what the issue was with the door, again, it was explained and shown the problem.  He was also shown the window on the second floor , he said the window looked fine, keep in mind there’s no casing right now as the last installer took it out (water damage).
  
  
  The installer today left shortly after he arrived and said he’d be back between 5-6.   He came back about 6:45.  He again looked at the door and said “maybe the door was made wrong or the locks are no good”. He did not attempt to fix the door (with exception of he went to **** ***** and got striker plates and tried that and didn’t work).  No reasoning or updates given what to expect next with the door.
  
  
  He advised he would call us tomorrow (Sunday) and come put the casing on the window on the second floor.  We will await that call.
  
  
  As for the door, it’s STILL left as an unknown.  We don’t know what the plan to have this door fixed. I’ve been told it was a piece we were waiting on (my call with Paul). And I was told the installer would know what the issue is and would be fixed.  For the record no installer ever had a “missing piece” when attending.
  
  
  This next appointment will be the 4th follow up visit about the door and it still seems that no one really knows what to do or how it will be fixed.
  
  
  The installer today saw the effects of the wind on the door and understood the concern.  He advised it could be a number of issues causing it but at this point it wasn’t clear what the next step is. 
  
  
  As I addressed in my phone call with Paul, I’m concerned about the door and the winter months soon approaching. I was assured that it would be fixed well before and I’m still hopeful this can be done.
  
  
  I do suspect I will receive another call for a new appointment about the door, please understand our frustration as we keep having people come to “look” at the door but no one has come up with a resolution as of yet.  I would expect if it’s not known why the door is doing it, it should be removed and reinstalled.
  
  
  Please have your team reach out to me as soon as possible for another visit to get this adjusted or reinstalled.

   

  *****ADDITIONAL NOTE - THE INSTALLER NEVER CAME BACK TO INSTALL THE CASING ON THE WINDOW OF THE SECOND FLOOR AND WE'VE HAD NO FOLLOW UP TO THIS EMAIL.

   

  The email I received PRIOR TO  this appointment dated Sept 25/24 stated:

  
  I have spoken to the person who was there last time, he said he will install the casings and the door will be reinforced so there won't be extra play on it. We are scheduling the same person, so it will be done according to the plan, he had spoken to his manager previously about it. Our scheduler will reach out to you to schedule, but the technician said he will have extra time on Saturday, so it's a preferred day. 
  Best regards,
  Natalia

   

  All of that being said, the "extra play" on the door was NOT adjusted and the casing on the second floor window is still not put back on.
  
  Sincerely,
  
  Sheldon ******

  

  Business Response

  Date: 28/11/2024

  Good afternoon,
  
  The service appointment with the head installer for the customer was scheduled for December 5th. I will provide an update on the outcome of the service appointment once it is done.
  
  Thank you.

   

  Sincerely,

   

  Polina ********

  Customer Answer

  Date: 29/11/2024

   
  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 at this time.

  We can confirm we received an email scheduling another appointment on Dec 5/24 to fix the outstanding issue of the door installation. The window casings were replaced last week with a fantastic installer who understood the issues at hand.
  
  Sincerely,
  
  Sheldon ******

• Initial Complaint

  Date:09/07/2024

  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.

  In May 2022, I spent $******** on windows for my home. 8 were to come in White Vinyl and 1 was to come in a color match to my existing windows on the front of the house. The color window was for my front living room 4 panel bow window. When the installer showed up in September for the install, he reported that 1 pane of the Colored Bow Windowed was cracked. so the other 8 windows were installed and he said that he would be back in October to do the last widow. in October 2022 the front Bow Window was installed. (* *** ******** **** ******* ***** *****) Fast forward to March 2024, I notice a large amount of color missing from the Brick Molding and the caulking. Upon closer inspection, I notice color missing in a few areas of the Window Frame itself. I reached out to ECOLINE (***** ** * *********) after some run-around, they sent the installer back to touch up the paint. I refused this course of action. They also wanted me to sign a document stating that the issue has been resolved. I stated all along that this was not a satisfactory response. Finally in speaking with ****, he first said that the installer made an error. I pressed him. He then stated that "my window came in white" "the installer painted it before he came to install it" It should have been colored! **** ensured me that he was going to order me a new window. Well, now they are back tracking. And **** is retracting his statement to me. Now its only the Brick Molding that came in White and was painted by the installer [prior to install. **** ** ********* They are willing to re-manufacture the Brick Molding, but not the window itself. Lets go back to the cracked pane from the original install date****** *** ******* **** ** **** *** ********* ******** *** ****** *** **** *** ***** ******* **** ** *** ********* ** ****** **** ** ********** ******* *** *** ***** ** ** *** *****

  Please see attached copy of Bill of Sale from Ecoline Windows w/ warranty information. 
  Please note the color for the Bay Window (most expensive widow) .
  I paid for and expected to receive the window in the color that  the Project Manager recommended. 
  **** ****** (Customer Service Manager) *** ** **** *** ** **** ** *********** *** when I pressed the situation, he informed me that my window arrived in white and that the Installer painted it here in Winnipeg before he came to install it. (that was during a telephone conversation) At which time he also said that he was going to order me a new Window. 
  He is now stating that it is only the Brick Moulding that was manufactured incorrectly.
  However, there is still missing paint from the Window Frame itself, even though **** states that the color was baked on during manufacturing. .
  I am extremely disappointed with every process since the Project Manager sold me my window package. 
  Thank you for your attention to this matter. 

  I might add that **** does agree that the missing paint on the Frame is minimal and he wishes to touch it up.
  Touch Up...!  I paid for a manufactured Baked on Finished.  Warranty provided. 
  I do not wish to have it "touched up".  And then next year more paint is peeling off.
  And yes, I have an email mail chain of all of this. 
  ***** ***** 
  
  

  

  Business Response

  Date: 12/07/2024

  After a thorough review of our records, it has become evident that no promise was made to the client that the entire window would be replaced. Our company offers a warranty for both product and labor. However, this warranty does not extend to the replacement of the entire item if only one part is to be replaced instead. We have placed an order for new brickmoulds that are to be replaced at the service appointment and have also ordered touch-up paint to address minor imperfections. 

  Customer Answer

  Date: 14/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Their answer to the problem of the missing color (paint) from the window frame itself is not sufficient. Replacing the Brick Molding and touching up the other areas of missing paint...And when more paint is missing later this year and more next year...then what?  I paid for maintenance free windows. That is what I would appreciate having. 

   

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

  

  Business Response

  Date: 16/07/2024

  Should any further issues arise, they will also be addressed as part of the warranty provided by our company. The BM and touch-up paint have been ordered and the client will be contacted to schedule an appointment. 

• Initial Complaint

  Date:05/06/2024

  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 am unable to contact the business on the phone to repair a badly leaking window installation done in May ‘23. I have tried every number listed online * ******* **** **** **** *** ** ********* ** * **** ** ******** *****

  

  Business Response

  Date: 05/06/2024

  We contacted the client to schedule the service for June 7th. For further inquiries regarding our Winnipeg location, please contact us at ************. We regret any inconvenience caused by the scheduling of this appointment. 

  Customer Answer

  Date: 07/06/2024

   
  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.
  
  Sincerely,
  
  Leslie ********

• Initial Complaint

  Date:17/01/2024

  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.

  All my new windows and doors have ice build up in the corners .. I have sent countless emails to be told they are taking care of me and will fix but this has now been going on since the summer 4 months I have upstairs windows they promised to fix before the new ones were ordered and threatened me with lawyers. when I tried to say I would cancel my order if they cannot properly fix the upstairs windows that had been installed 4 years prior as I wanted to keep warranty from the same company all the same. I have gotten emails promising to take out the old windows out and re install with custom molding cause the windows were bowing… and they show up screw screws straight up from the bottom and call it good and that they fixed it. I was promised this would be fixed before I ever decided to order the new windows they told me to place the order and then when they didn’t come to fix the windows I told them I wanted to cancel my order and they said legally I cannot do that and forced me into this sale and now I have more ****** windows with ice.

  

  Business Response

  Date: 18/01/2024

  The issue of the bowing windows was resolved during the last service appointment, and the windows are now in good condition. 

  With regards to the client's concern about condensation, it is important to note that condensation is a common occurrence, especially when there is a significant temperature difference between the inside and outside of the house, such as 30-40 *C.

  Condensation on windows and doors is a natural occurrence caused by warm indoor air interacting with cooler surfaces. It is influenced by humidity levels in your home. However, it does not necessarily indicate a problem with your windows, doors, or seals. In fact, it demonstrates effective sealing that prevents air from escaping.

  To address this issue, we recommend controlling humidity levels within your home. Modern HVAC systems often include humidity controls, or you can use a hygrometer for manual monitoring. This will help identify areas with high humidity and allow you to address the source of the condensation.

  Additional steps include turning off humidifiers, moving plants away from windows, ensuring proper ventilation in areas such as the kitchen and bathrooms, and occasionally opening windows to release excess moisture.

  It is also worth noting that the upper floor windows in the client's house are double-paned, and the condensation is highly expected considering the harsh weather conditions last week.

  Customer Answer

  Date: 19/01/2024

  Hello 

  No I am not satisfied with that response. I have 2 de humidifiers one on the main floor one on the bottom floor… and we have 2 digital monitors to view what the house is currently at on both floors and they both fall into the proper charts that hydro recommends.. we also run a furnace fan to help circulate the air same thing as an hvac system… the windows upstairs didn’t slide open and was a safety concern. None of what I agreed to with having the windows taken out re foamed and straightened happened that was the condition I had for proceeding with the new windows… we have had 4 to 5 service appointments. On these issues I was promised they would be fixed and they are not.

  Currently I have plastic on the upstairs windows as you stated it would be due to hot and cold surfaces or double pane the issue is I also have plastic on the basement windows which are triple pane and there is still ice in every window coming from the sliders inside the plastic so the theory of hot and cold touching the window there is not correct statement of what’s happening it’s probably do to improper measurements and having an inch of foam on each side of the window and bottom side and air is getting in cause the top side of the basement windows have a 1/4 gap and the foam sealed the top but not the sides and bottom.

  The door isn’t properly installed I will provide more pictures to show why I had a damaged sweep on day one call in get new last week you installed it and was ripped again after he left the door is tilting down and hitting the base there for not properly sealing there shouldn’t be ice between the door jams or at the bottom of the door. We also tested the theory of you saying it’s cause you open the door. I know ppl who have 15 year old doors and don’t have ice on the outside panel of the door cause the door is sealed.

  I have more emails when I stated I wouldn’t proceed with this purchase if you couldn’t properly fix the upstairs issues and you came up with this solution and you didn’t proceed to do the work. You waited until the new doors were in and payment received and now I don’t get a response from anyone it’s been over 2 weeks.. not acceptable I also had a few of your workers become very verbal and very threatening towards me threatening me with legal action if I canceled my order because I said I was uncomfortable with you now coming to my house and you re assured me I was going to be taken care of that isn’t the case here is it.

  

  Business Response

  Date: 22/01/2024

  Ecoline Windows upholds its warranty and is willing to schedule a follow-up appointment with the client to inspect the foam, caulking, and other relevant factors. The installers will also bring a hygrometer to check the humidity level. Our scheduling department attempted to contact the client to set the appointment, but they were unable to reach them. They will continue to call the client to arrange the appointment.

  Customer Answer

  Date: 22/01/2024

  Hello 

  I Use 2 hygrometers one upstairs and one in the basement. I have plastic over all the windows for winter… you are inspecting the new door and new windows ? What’s the plan for the upstairs windows ? 
  

  I am not comfortable with doing business with Ecoline unless there is a clear outline for what your doing cause I’ve been down this road with you guys and you will come out do nothing to fix it and I have to miss work again for the 5th time and say it’s my house.

  if your going to honor what Kay said for upstairs work then I will allow you to come see the windows and doors.. if not I’m seeking the money so I can get another company to come fix it all. 

• Initial Complaint

  Date:06/11/2023

  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.

  Since March 2022, we have been attempting to get Ecoline to honour their warranty and replace a leaking window pane. The first attempt in May 2022, provided a window with black trim while the other window panes had white trim. Although they did not match, we were told that Ecoline could substitute the window pane without our knowledge or permission. In October 2022, the window pane had to be replaced again because of a manufacturing problem. I called Ecoline and was given the contact information of the original manufacturer. *********** and was told to contact them directly. In December 2022, after contacting *********, I was told: Great, please let me know when you have the new glass unit so I can schedule my installer to come and install it. Thank you Paul Then in January, 2023, we were told: We do not use ********* for our production line anymore, nor will we pick up a glass unit from their supplier in Winnipeg. This being said, I will see if we can locate some white spacer so we can complete this request for you with our current production line. Thank you Paul In May, 2023, Ecoline came and replaced the window pane. It was not the ********* replacement pane but a window that had a blue tint. In June 2023, we were told: It is an upgrade. This is the standard. now - the coating is on all the glass - We have no match to the old glass Thank you June In July, 2023, we were told: The minor blue haze is caused by higher quality LowE coating provided at the time the sealed unit was manufactured. The tint of the glass is a normal property of coated glass when the window is subjected to sunlight under certain conditions. The trajectory of the sun will also contribute to this and will change during the year. In conclusion, the glass that has been installed on this window is not defective and there are no other options available. ********* has now provided the replacement window pane but Ecoline will not install it. We still have the blue window pane.

  

  Business Response

  Date: 08/11/2023

  The client agreement has been reached, and we are awaiting their final confirmation before proceeding with the requested service.

  Customer Answer

  Date: 09/11/2023

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

  Re: Complaint ID: ********

  ***** ** ** ******** ******** ** ********

  They have also requested that I sign a form.

  Ecoline Windows can schedule an appointment to install the part supplied by *********. Before the service, our installers will inspect and remeasure the replacement part to ensure a proper fit for the sealed unit. You'll need to sign a form, confirming that the replacement unit from ********* is undamaged after inspection.

   

  I have asked Ecoline to provide me with a copy of this form, but have not received a reply.

   

  Nor have I received any contact regarding scheduling an appointment for installation.

  
  Sincerely,
  
  Garry ******

  

  Business Response

  Date: 09/11/2023

  Mr. ****** did not request an example of the form in any of his emails. Today, we sent him the draft, and once he approves the condition of the replacement, we will schedule the service appointment.

• Initial Complaint

  Date:24/10/2023

  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.

  I signed a contract with Ecoline windows to purchase and install 5 windows. The installer caused damage to my siding when installing the upper floor windows. The installer came back to try and fix the damage he caused. In doing so he caused more damage to my siding, by using a heat gun to try and remove the indents he originally caused he melted my siding. He then used some type of spray which you can see on the front of my house when the sun shines in a certain direction. When speaking with the service manager Paul ****** he told me the installer should have never used a heat gun. They at first offered me $*** which I did not accept. Then they offered me $*** which I also did not accept. I don't feel these offers cover the damaged they caused. I would also like them to try and remove whatever they sprayed on the front of my house. I told the service manager I would accept $*** for the damaged they caused which I think is more than reasonable. My other concern is that if they try to remove whatever they sprayed all over the front of my house they may cause even more damage.

  

  Business Response

  Date: 30/10/2023

  In accordance with the contract that the client signed, A) "All balances are final, Ecoline Windows does not issue compensations/discounts." B) "Ecoline Windows advises the purchaser(s) that cracks and/or damages to exterior material that covers the house such as stucco, plaster and siding is possible. Ecoline Windows will not be held financially liable for any such damages."

  Even though Ecoline Windows was not obligated to provide a discount, our service manager confirmed that we are willing to compensate the client with $***. However, the client refused to sign the release form confirming the agreement, and as a result, Ecoline Windows cannot offer a discount without the signed form.

  Customer Answer

  Date: 06/11/2023

   
  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,
  
  Brenda *****

• Initial Complaint

  Date:10/10/2023

  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.

  I purchased new storm doors from Ecoline which were installed in August 2022. After the job was done I was told by the installer that the front door is good, but the back door is too short. "It is strange, because the door frame is the right size, but the door is too short. It is manufacturer mistake"- he said. There was a 1.5 cm gap underneath the door and the lower corner of the door was standing out (with the door closed). I emailed Ecoline photos. The technician came on Sep. 24, 2022. He examined the door and told me - "Nothing I can do about it. The door is too short. It is manufacturer mistake, but do not worry, you will get a new door. You will be contacted once your new door has arrived." He took some pictures and measurements. Mar.7,2023 I asked for an update. Answer:" We are looking into your file. Note there is no door that has been ordered for replacement". Apr.3 I asked for update. Answer: "I have requested a measurement. We have to have a new one made". On Apr.6 the technician took measurements, pictures and repeated exactly what I was told before-door is too short. On Apr.13 and 23 I asked for an update. Answer: "Our serviceman has reported that the door is fine. If you have other issues send pictures and a report". I emailed the picture again. Apr.27 Answer: "I have gone over this job with our Service manager (Rick) and he has approved for us to order a new door. Our scheduling team will call to book an appointment". Jul.20 I asked for update. They sent another technician who took pictures, measurements and repeated what the other technicians said. Few days later Polina emailed me her solution "to install custom PVC brickmold in order to lower the position of the door" On Jul 31 Paul called and told me that my door was installed incorrectly, it has to be reinstalled to include the missing piece on the top. I compared both of my doors. The front door fits perfectly into the door frame and has no extra piece, the back door is too short for its frame.

  

  Business Response

  Date: 13/10/2023

  Ecoline Windows cannot reorder the storm door if the issue can be resolved differently. To rectify the problem, we propose adjusting the height of the storm door. The current installation of the brickmold on the door is a bit higher, causing dysfunction. Therefore, we suggest lowering the storm door to its proper position. To rectify the problem, we propose adjusting the height of the storm door. We can schedule an appointment at your earliest convenience to repair this issue.

  Customer Answer

  Date: 18/10/2023

   
  Complaint: ********
  
  I am rejecting this response because: I have an agreement with Ecoline, ******* *** *********** ***** **** ******* ********  
  Sincerely,
  
  Krystyna **

  

  Business Response

  Date: 18/10/2023

  The service department's emails do not create binding obligations. Ecoline Windows provides services according to the warranty, which prohibits total replacement if repair is feasible, as it is in this case.

  Customer Answer

  Date: 23/10/2023

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

  The storm door is too short. To rectify the problem, the height of the storm door will be adjusted. Lowering the storm door will create a gap above the door, which will be fixed by installing an extra piece on the top (inside the door frame?). When the door is lowered the position of the door handle, the lock, the door chain, and the pneumatic door closer will change too. I won't have any additional holes in the door frame. It will be fixed.

  What about the lower corner of the door standing out? When it rains, water collects inside the door at the bottom.

  What the installers, the technicians, the service manager said was not binding. I want to receive in writing, what will be done and how it will be done. I want a guarantee that everything will be fixed and there will be no more excuses.
  
  Sincerely,
  
  Krystyna **

  

  Business Response

  Date: 01/11/2023

  Thank you for your email and for your attention to this matter.  

   

  The email customer is referring to was sent because we initially assumed the door arrived at an incorrect size. 

   

  Upon further investigation, we determined that the door is of correct height ( standard height) as it was sold and door can be adjusted by adding wider brickmould on the top. 

  
  Customer refused to accept this and demanded a new door which is impossible to do.

   

  We are still able to offer the appointment to come and change the brickmoulds and bring door an inch down. 

   

  Thank you