ComplaintsforEco-Choice Windows and Doors

• Initial Complaint

  27/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Eco Choice Windows for my windows in June 2022 and they failed to install the black siding to the top of the main outside window. (I have copies of the order form clearly outlining the work), I have been chasing them for over one year to finish the work. To top it off they damaged the wooden area on the roof. I paid $7180 for the work. For a year I have been met with empty promises on finishing the work/repairs, being accused on re-writing the order form even though it was clearly written by the salesperson, told I was not being patient enough and that no one wanted to come a fix the issues so they would need to find a new team of workers. Which is appalling as I paid for the 4 windows to be completely replaced. What was mind boggling is that before the window repair men had left, I told them the job was not completely, but they drove off anyways prompting me to call the salesperson assuring me it would be done asap. Everyone has known about this since day one. It’s not like it was sprung on them months after the installation. Nothing during this whole process has been easy. First, I’m told they need to investigate this, then we need to find a date, the holiday season means workers won’t be around, winter comes so it can’t be complete, then spring was an issue, then they couldn’t find a workman to complete the job, then after getting a date for the repairs they cancel the day before. One year of chasing, arguing and being extremely patient. The final straw was today a worker came to finally finish the year (13 months later) and the work is terrible. The siding is bubbled, wrapped and not straight. My wife called Joe (our salesman who was extremely flippant. We’ve complained, tried to reason, and still 13 months later left with shoddy work.

  

  Business response

  27/07/2023

  We appreciate your feedback and are apologize you are not satisfied with our service.  The order form you are referring to is not a contract,but a estimate.  The contract that you signed with Eco Choice Windows & Doors did not have any mention of siding work above a window.  Our install team does not do siding work and thus we needed to find another crew that would be able to do this work. I agree, this should not have taken this long and I understand your frustration.  Please contact us at 1-855-273-3261 so we can discuss your concern with the siding further and come to a amicable resolution.

  Customer response

  28/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: That was the only document provided by Eco Choice Windows. You failed to complete a job and your second team who replaced the siding was not done right. The siding is bubbled, warped and not straight. 

  In November 2022 you're email agree that the work needed to be completed and that you failed to provide the service. 

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

  

  Business response

  16/08/2023

  We understand that the initial work did not meet expectations, and we sincerely apologize for any inconvenience this may have caused. As soon as we were made aware of the issue, we immediately sent the crew back to redo the work. I'm pleased to inform you that the service has now been completed. Since the client's were away during this time, we have tried to reach out to ensure that the work was done to the client's satisfaction. However, we have not received any response from you. If you have any concerns or if there is anything else we can do to address the situation, please do not hesitate to let us know. Thank you for your understanding and cooperation. We value your feedback and strive to provide the best possible service to our clients. 

  Customer response

  19/08/2023

  
  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,
  
  ****** *******

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New doors were installed in August 2022. I was asleep for work when the installers were finishing up. They had left my soffit damaged and exposed, live wires where the door bell was through caulking with no place to put a doorbell at all. My wife had asked where they put our old doorbell and they had thrown it out! Caulking around the new back sliding door was damaged. My wife had asked for them to fix it before they left and they did but it looked terrible! Screws were left EVERYWHERE! I am talking about 100 screws between the front and back door. We have left multiple emails (with pictures),voicemails, as well as spoken to the receptionist a handful of times and the installation manager. Every time we were shut down with "we will get back you in a couple of days!" Our last conversation with the installation manager was on a Tuesday, I let him know I was off work the rest of the week and the plan was to have the guys come out to do repairs. Guess what? NO phone call and no one came out to complete these repairs. Contacted the sales rep "Ken" who informed us as it stands everything was taken care of, which it clearly has not been!! VERY disappointed as we have used this company before and were super happy.

  

  Business response

  03/11/2022

  Thank you for your feedback. We are sorry to hear about your experience. During the initial call made by the customer, we explained that we will need to order a part to complete the service, Unfortunately, the part took much longer to arrive from our supplier. Our service team has been in contact with the customer and a service date has been scheduled.
  

  Customer response

  08/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: On November 2nd we got a call saying someone would be here on November 5th between 8-9am. On November 5th after 3 phone calls form us, someone finally arrived around 11:30am. If they were going to be late we should have been notified! The soffit was covered beautifully but, the doorbell is a hot mess! There is no way the wires should have been coming out of the caulking! Yes, now I have a doorbell but it looks awful!! If I ever needed to replace my doorbell I will not be able to. The lack of communication has been one of the worst experiences I have ever encountered. All of the lies and excuses as to why this wasn't taken care of on the day of installation. I mean, we had 3 consultation visits prior to installation date so you would think things would have been seamless. Not to mention I am still finding loose screws all over my property! Very careless and unprofessional.
  
  Sincerely,
  
  ***** *********

  

  Business response

  11/11/2022

  Sorry to hear you about your rejection and apologize for our service tech being late, this was not our intention.  Communication could have been better but to say we lied and provided excuses is simply not true.  We communicated with your wife on several occasions about your service request and notified about a delay in parts. Your Service was completed on Nov 8.  Best Regards.
  

   

   

   

   

   

   

   

   

   

  Customer response

  14/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: My wife spoke once to you at the very begining and after all of my phone calls, she received 1 voice mail asking for her to call back, which she did 3 times with no amswer! Still no reason why my doorbell looks the way it does and why there were screws left everywhere(very unsafe for my dogs and children)! Very unpleasant experience. When the installer left he said someone would be reaching out regarding this doorbell issue yet we have still heard nothing from you.
  
  Sincerely,
  
  ***** *********

  

  Business response

  24/02/2023

  As discussed over the phone, we are working with the customer to find an amicable compensation for the inconvenience caused by the door bell installation.
  
  
  
  Let me know if you have any other questions
  
  Regards
  
  Alan
  
  --

• Initial Complaint

  22/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid Eco Choice Windows and Doors $11,340 to replace 12 windows in my house. They got the measurements of all the windows twice, once at the time of providing the initial quote and then sent someone else to get the measurements again. The installation date was in the last week of April 2022. When the installers showed up they informed me that the main window, that was in the front of the house was measured incorrectly and they will not be able to install it. I got in touch with eco choice and they said they will give me 10% off the remaining amount and I can pay them when they install the last window. I was given a date of June 16 by their scheduler Adriana but they have not honoured their promise. I have been trying for over a month to get my issue resolved but every week I am told that someone will get back to me by the end of the week but no one ever calls back. Since last week they are not even pick up my phone and have not replied to my voice mails either. It is very frustrating to have an incomplete job in the house as the installers also took all the old window screens with them and now we can't even open that window. It has been a very disappointing experience dealing with Eco Choice windows and doors, especially their scheduler Adriana. It is as if they don't care that they left the job incomplete and that a customer is left hanging.

  

  Business response

  11/07/2022

  Business Response /* (1000, 5, 2022/06/22) */ Mr *****, Thank you for your feedback. We apologize for the delay in getting your remaining window installed. Due to the current supply chain shortage, we are facing longer production times that impact the installation dates. We have since booked your installation of the remaining window. Consumer Response /* (2000, 7, 2022/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Eco Choice did get in touch with me and their installer came and installed the remaining window yesterday. I appreciate the work getting done. My feedback to Eco Choice would be that they should have pro-actively kept me informed rather than me having to call them multiple times and every time the person answering the phone had no idea what was happening with my order.

*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. ↩