ComplaintsforEcoTech Windows & Doors

• Initial Complaint

  11/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Dates of transactions: 5 Jan 2022 & 15 Apr 2022 Amounts paid: $2837 & $5463 Purchased: Living room window, bedroom windows X2, Front door Nature of dispute: I’ve requested multiple times for the invoices to show what the Energy Ratings are for the windows and doors installed. They have only provided me with one invoice and in the invoice it shows N/A under energy rating (see attached invoice#***** for window and door). Other invoice for living room/bedroom window has not been provided. I’ve called and emailed the company multiple times. The energy rating is required in order to receive the government rebate, this is required from the energy advisor.

  

  Business response

  12/10/2023

  We are actively working on the customer's request to ensure their invoice contains all the required information for rebate application. We apologize for any inconvenience this situation may have caused. The customer can expect to receive their updated invoice shortly.

  Customer response

  20/10/2023

  
  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

  22/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ecotech installed three windows in my home and absolutely refuse to come back and remove and replace the improperly installed woodwork. One window has a half moon above it. There should be a straight flush seam between the curved woodwork of the half moon and the straight wood work of the window. One side of the curved woodwork is cut crooked. As a solution the installer just cut the top of the straight woodwork crooked. On the other side of the window the woodwork was cut too short so they just filled the gap with putty! The two sides of the window do not even match! As a solution Ecotech offered to come back with more putty! They absolutely refuse to remove the wood work and do it properly. I even offered to bring in another company to fix it and Ecotech refused this as an option. And now they have sent me to collections and are *********** me with small claims court! All I want is a professional job! I have two other windows exactly like this one in my house, so I know what a professional job should look like. I held back $500 to force them to come back to my house. I paid the full balance of the rest of the bill. Contract # *****. At this point I want to bring in another company to fix Ecotech's work. My picture demonstrate the excessive putty used to try and fix the one side. The picture of the good cut was done by Ecotech. The edge of my ruler is straight and parallel so you can see how bad the cut is on the left. Please help me with this situation.

  

  Business response

  24/08/2023

  We want to assure the customer that we take the situation seriously, and that we are actively working towards a resolution that addresses the customer's needs and concerns. There is already a service appointment scheduled for the customer and upon discussing it with the customer, we have put it on hold to come up with a resolution on how we are going to address the customers concerns. Our team is committed to providing the customer with a satisfactory outcome. We are dedicated to resolving this matter and we will continue to communicate with the customer directly to ensure their concerns are addressed promptly.

• Initial Complaint

  15/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 23rd, 2023, we met with Derek from EcoTech Windows and Doors. He was very nice and assured us that Eco Tech was a renound company and supplier of windows to mostly all window and door companies in Greater Sudbury and the north. He pulled us in as he said the company wanted to help people get energy grants. After letting him know our plans, he said he could have a quote to us that same day and we would qualify for an energy savings refund ONLY if we signed with them that same day. We felt pressured. He gave us a quote within an hour. It was not itemized (like i've seen in other quotes from my past experience) and was quite high. He explained why it was so costly (as they were making a new entry through a brick wall). So, we signed the contract and provided the down-payment requested ($2,441.25) that day. He left our home and said to call him if we had any questions or changes to make. That same evening, I called the Derek and asked if we could make a change in our agreement by switching out the proposed French Doors for a single hung door. He said this would decrease the price slightly but that he would provide me a new invoice agreement the next day. By early July 2023, we had still not received a revised agreement/contract from Derek or EcoTech. After almost 2 months of waiting, i decided to seek out a quote from another provider just for comparison. The difference in price was over $9,000. So I decided to reach out to the Derek directly to let them know i wanted to just cancel my order. He immediately said we had a signed agreement!!! I sent an email to the company and received a call back immediately from Mark. Their have been multiple emails between Mark and I going back and forth (********). In my opinion this is grounds that the first signed agreement is voided/anuled and that the deposit of $2,441.25 should rightfully be reimbursed to me. Thank you, ****** **********

  

  Business response

  23/08/2023

  We want to assure the customer that we take the situation seriously, and that we are actively working towards a resolution that addresses the customer's needs and concerns.
  Our team including Mark is committed to providing the customer with a satisfactory outcome. We are dedicated to resolving this matter and we will continue to communicate with the customer directly to ensure their concerns are addressed promptly.

  Customer response

  23/08/2023

  Complaint: ********
  
  I am rejecting this response because: I was offered "lower tier hardware" as quoted from Mark's email ********.
  
  Sincerely,
  
  ****** **********

  

  Business response

  24/08/2023

  Upon a review of the customer's order, we acknowledge that a significant concern has arisen due to the customer's discovery of a more competitive price, prompting a desire to cancel their order.
  In accordance with our records and the terms outlined in the contract, it is evident that the customer has exceeded the stipulated cancellation period for the order. Despite this, we wish to extend a gesture of goodwill. In good faith, we are offering the customer the option of a discounted rate on their order or the possibility of matching the price they have received. Our objective remains to ensure the customer satisfaction and address this matter in a fair and accommodating manner.

  Customer response

  25/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: Our initial reason to cancel the order with Eco Tech was because of a lack of communication on their part from the beginning of the process.   This has delayed our plans to renovate our home as the windows should have been replaced by now.  We are frustrated and do not wish to deal with Eco Tech on fear that they might use lesser quality products (as was mentioned in an email from Marc) and/ordelay our window installation further than needed or not provide great service in the installation or final product.  

  If Eco Tech is not willing to return our deposit in full or partially to us, we will just take a loss.

  Sincerely,
  

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

  

  Business response

  01/09/2023

  We'd still like to offer the customer a discounted rate on the order. We understand that circumstances can change, and we want to make sure that our products/services are accessible and affordable for the customer. We're also open to discussing a price match to ensure the customer receives the best value without compromising on quality.

  If the customer decides not to proceed with your order, we respect the customer’s decision. We can keep the deposit that the customer made as a cancellation fee and cancel their order if the customer want’s to go with that option.

  Customer response

  01/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not ideal but we will accept to take the loss and they keep my deposit of over $2,400 as their "cancellation fee" seeing as they are not willing to admit their negligence in providing an update contract when requested and that they offered to provide me lesser quality or lower tier hardware in order to reduce there overpriced windows.  I will be sharing my experience with this business with everyone I know.  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  13/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two of my windows were too small in my addition I called the sales guy spoke with him spoke with the owner and with customer service they all said they would call me back and no response from anyone my contact clearly shows the size I asked for as does my other quotes the windows they installed are installed into the old window frames which are rotten which is why I was having them replaced I simply want my two windows replaced with the size I asked for thanks for your time

  

  Business response

  24/07/2023

  During our detailed and comprehensive initial consultation with the customer, we extensively discussed and provided a comprehensive explanation of both installation methods available, ensuring that the customer was well-informed and well equipped to make an informed decision. After thoughtful consideration, the customer weighed their options and chose the insert install method, a choice that perfectly aligns with their specific requirements and personal inclinations.

  As per our our records and the contract we have with the customer, it is clear that the windows have been installed following a insert install approach exactly as specified on the customers contract and we have installed the correct sized windows as per the contract, that precisely meet the customer's specifications and requirements.

  Customer response

  24/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: the windows installed clearly are a different size than what I agreed to the main house which is double brick were installed correctly the two in the addition were not to be installed in the old frame and they changed the size without my knowledge as you can see in the sizes I agreed to and what was installed 
  
  Sincerely,
  
  *** ****

  

  Business response

  01/08/2023

  our sales rep provide sizes on the contract for quoting purposes. our measure techs are then sent out to re-measure the actual production sizes.  the windows were all measured accordingly as you can see from the pictures you have provided the windows fit perfectly, their is just enough room for the spray foam. 

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

  Customer response

  15/08/2023

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

  as I said the windows are not the same size as I agreed to in the contract sent to me and they are installed in a rotten frame with no spray foam on the outside of it I will not let this go and will continue every available avenue until this is resolved thanks 
  
  Sincerely,
  
  *** ****

  

  Business response

  23/08/2023

  In order to address the matter concerning spray foam insulation, we are prepared to dispatch one of our skilled technicians to apply additional spray foam on the exterior as a proactive step towards resolution.

  In regards to the measurements we have measured the windows twice. Our sales representatives diligently supply initial sizing information within the contract to facilitate the quotation process. Following this, our team of measurement technicians conducts on-site assessments to ascertain the exact dimensions required for the manufacturing and installation of the windows.

  The visual evidence provided by the accompanying images confirms the precision of our measurement and installation processes.

  Customer response

  23/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: put spray foam on a rotten frame is not going to solve the problem it was never relaid to me that my window size would change as I was clear wit the salesman on the size I wanted wit no exceptions and was told that it would not be a problem same as the other 2 quotes that I retained at the same time my next step in this matter will be to continue the process of in acting a lawsuit against the service provider I would rather not go this route but need to have this resolved 
  
  Sincerely,
  
  *** ****

  

  Business response

  29/08/2023

  The customer's decision to proceed with a frame-to-frame installation has been acknowledged and implemented in accordance with the agreed-upon terms.
  We have ensured that the windows were installed correctly, as per the terms specified in the customer's contract.

  We possess the necessary documentation to substantiate this approach, as outlined in the contract.

• Initial Complaint

  13/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Received windows and doors installed on May 11th. The door was being switched from an inswing storm door and outswing screen door to a single outswing storm door at the recommendation of the rep to assist with space. The installers didn't realize this at the time of install and thought the door being switching sides, not that it was an outswing and I had to correct them. After install, we realized that the door would swing right out and hit the brick fascia, so I emailed asking for input about what we can use to keep the door from swing right open against the brick. The side near a latch hole also chipped within a couple days that I also reported under their warranty line, to receive no response and had to email again. May 29, a door hinge fell right out. This revealed that the door hinges exposed to the outside we're simply slid in with little decorative tops and bottoms, anyone could come unscrew the hinges and remove the door from the outside. There's absolutely no security. I email them to get a reply that this was a huge oversight that would be addressed promptly. The scheduled the installers to return (June 8th) but they had no idea what they would be doing. The installers had no idea why they were here, and simply assessed the complaints to take back with them. I didn't hear back from anyone and followed up by texting the rep on June 23rd who thought everything had been resolved, so I explained that they didn't even know what they were coming for, so no they didn't resolve anything, especially the hinges which is the most pressing matter. He said he would get it dealt with. I sent another email to Ecotech service and the rep on June 30th to which I've had no reply again, July 10th. My house is insecure and it's be no means acceptable that it's taken this much to get it resolved and I'm tired of the amount of time I have to put in to chasing a resolution and taking time off to get work looked and and eventually fixed. Hopefully.

  

  Business response

  21/07/2023

  Based on our records, since the customer didn’t have a lap lock and handle during the installation of the door and the customer decided to install it by herself on a later date. According to our records, whoever installed the lock, did not screw it in properly and that’s when the chip was detected. We have installed the plates and screwed in the handle of the door during the initial service that was scheduled for the customer and we have also re-applied the silicone at the bottom of their door. Adjustments on the order are being made for the customer to to fix the issues with the hinges and to the satisfactory of both parties.

  Customer response

  21/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: The door hinge situation has been reported to the company since May 29th with literally 0 communication as to how it is going to be address and when. My house has been insecure for nearly 2 months which is completely unacceptable and this matter isn't resolved until I'm informed of an acceptable plan to correct the issue and a date.

  As for the door plate, I didn't install the plate, I installed the handles without plates, our salesman came by after the work was done and started helping me, and he placed the plate where it was and didn't finish install it to which I didn't notice. I also would have expected a level of contractors professionalism to have intervened and explained to me why it would be a better idea for them to install the door handles themselves, and to have been explained from the beginning the pros AND CONS of the outswing door that now hit's my brick fascia when I got upsold to changing my door orientation, unfortunately I'm not experienced in door sales and installation to have known what kind of issues to be aware of, but it sold a little extra since it included have to re-do the entire door frame instead of just replacing a door. 

  
  Sincerely,
  
  *** *****

  

  Business response

  01/08/2023

  we will be scheduling our installers to return on August 18th  in the afternoon to install the self closing hinges.  please advise if date is suffice.

  Customer response

  21/08/2023

  
  Better Business Bureau:
  
  The installer has come and installed appropriate hinges that addresses the issues of insecure hinges and assisting the door from flying open and shutting on its own. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Window installed on April 24 + 2 doors delivered for $4650. When the installers came, they did not speak English so I was not able to communicate with them or question them at all. They blocked my stairwell (the only exit) while present without moving, so I was unable to fully inspect the install of the window until the job had been completed. During the install, I noticed that the window appeared to be too small. As they held the window up to the opening there were several inches of sunshine pouring through the underside of the half-moon shaped window. Later I saw them holding the window high in the frame and inserting 2x4 pieces under the window to try to fill the gap. I could not monitor them constantly. I tried to question the installers about the window being sized incorrectly and they simply said yes - which I presumed to mean they didn't understand. I foolishly assumed that if the window weren't the correct size that they would STOP TRYING TO INSTALL IT. After 4 hours, they called me to look at the job and the window was too small for the opening. The interior new moulding was 1.5 inches larger than the old moulding and yet you could clearly see where the former moulding used to be. Outside the house, they added 2 inches of flashing to also cover this gap. I immediately spoke with their office to explain the issue and was brushed off. It's now Friday and I have called EcoTech several times. They're screening my calls. No one will speak to me on the phone - only one of them will communicate with me via email. The resolution offered was "You owe $162.75 I can wipe that out and offer another $200 as a discount for all the trouble. As stated before they need room for the spray foam." This installation is not up to code, the window is too small, my house is less efficient than it was with the 32 year old window that preceded this. A 2-3 inch gap on one side of the window is unacceptable and 10000% means the window is too small and should be replaced.

  

  Business response

  02/05/2023

  An email was sent to Rebecca informing her a new shaped window has been ordered. she will get a call from Ecotech when the window is ready to be installed. 

• Initial Complaint

  31/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a window installed November 11/ 2022 Upon it being finished we discovered the one frame was cracked and that they didn't install the window up to Ontario code with there not being a proper header board above the windows After constantly calling and emailing finally got through and they said they were making a new frame for us to be installed and give us a date in December to have it done so I booked it off work so I could be there. The very night before it was supposed to be done they call and cancel on me and the the lady I talked to got very confrontational *** **** when I was asking questions about it. Now I'm down another 500 dollars from missing a shift. Almost a month goes by after that due to them being on holidays and when I call back after the holidays they give me another date for January so I book it off work again. The night before I still haven't heard anything so I give them a call to find out once again oh sorry installer can't do it now and we have no idea when but we will contact you in a couple days. Another 500 dollars down the hole because of lack of communication. Those days go by and still haven't been contacted by someone who knows what's going on. We are going on almost three months now since the window was installed and paid for in full and all I'm getting is lack of communication and no one giving me an answer no matter how much I try to contact them. We just want this window done and done properly as we are moving into the place very soon now and need to finish the wall/ insulate it all.

  

  Business response

  24/02/2023

  Installation has been corrected with the customer as well as concerns have been adressed.

  Customer response

  24/02/2023

  
  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

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 12, 2022, we had Paul, sales representative from EchoTech come to our home for a quote on a new front door and large bow window. We were very satisfied with his sales pitch and felt confident in the products. We signed a contract that day and gave him our credit card information for deposit. The following day, September 13, 2022, Paul contacted myself via email telling us that our credit card was entered incorrectly and was hoping to confirm the numbers. I responded to him immediately at this time requesting for a few days to go to our bank to figure out if its a problem with our daily limit. Paul acknowledged this request via email. September 15, 2022, I sent an email to Paul telling him that we have reconsidered and decided to put this project off until the spring. I sent this email as an understanding that we were cancelling our project. I then received a return email which I felt very uncomfortable with and didn't feel the need to respond nor would we ever get another quote from them. During this time, we were under the understanding that our credit card was denied or not entered correctly. Someone did contact me offering a payment plan but I declined this and said that if we were interested, we would get back to them. The day that I sent that cancellation email, our credit card was charged $2353.44. We cancelled our contract within the 10 day allotted time. When we discovered these charges, my husband spoke to the office and the secretary said this would be corrected. Then we promptly got a call back from someone else saying it would not and that we agreed to the spring. This is not the case at all. I've requested in writing twice over the last 4 weeks our money to be returned to us. We have not so much as received a courtesy response of a reply or a refund. I am writing to you for assistance before I go to small claims court. Thank you

  

  Business response

  17/01/2023

  Following up regarding the customers concern regarding cancelling the order at hand. We will be redunding the customers deposit as we have been able to speak to the customer to confirm the details. Customer wasn't able to be responded to as we were closed for a couple weeks over the holidays. Credit for the deposit has been redunded today resolving the complaint.

  Customer response

  17/01/2023

  
  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

  05/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 2022/08/03 Wade came directly to my home to tell me that Ecotech was a very reputable company that specialized in customer service and could provide a lifetime warranty on a living room window and would deliver as soon as possible, probably within 3 months. I paid a deposit of $1,639.96 with a balance of $3,826.57 due upon installation. On 2022/11/10 at 7:58 pm we were informed by email that the window would be installed 2022/11/15 between 9 am and noon. I received a telephone call at 11 am on 2022/11/15 stating that the truck broke down enroute and they needed time to rearrange a delivery. I asked if they could rent a truck to deliver it and they said it was coming from Toronto (which I did not know) and that an alternate truck was not feasible. He stated that it could be delivered tomorrow or the next day but Friday at the latest. Installation caused us to move furniture away from the window area, and into my walkway, limiting my mobility. Upon phoning Ecotech on 2022/11/28 I was PROMISED that it would be delivered 2022/11/30 at 9 am. When it didn't arrive by noon, I called and was informed that all deliveries had been cancelled but I would receive asap. The person I called was surprised that no one had called to let me know of the delay. Upon explaining to him that this window was so important to me, he proceed to **** *** talk over me, not allowing me to speak. He told me it was "only a window" and that i shouldn't be upset and that I would get the window asap. On 2022/12/01 I proceeded to call five times and they kept putting me through to the answering machine. When I called next my phone would not connect, so I had to call from a different phone. I was then told there was no installation date set. I want my window or a refund within the next week. Sincerely, ** *******

  

  Business response

  12/12/2022

  In regards to installation date we do have the product ready at the time being, installation date has been confirmed with customer. unfortunate events had occurred with the installation team assigned with the job as previously explained. A credit has been given to the customer on the 15th as compensation towards the missed installation date due to the truck being out of service. Customer will be getting the windows installed within the week. 

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During installation of my windows they cut a wire. To replace the wire and get the holes patched will cost 1200$. The company refuses to pay more than 50%.

  Customer response

  23/11/2022

  I have heard back from Ecotech and the issue has since been resolved. Thank you for your support!

*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. ↩