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Complaint Details
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Initial Complaint
11/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ecoline installed windows throughout the main floor of the house in the fall of 2022. I have a window extended warranty package for 25 years. on Easter Sunday, April 9, 2023, it got really hot in the living room due to the heat coming into the living room window. Even the blinds got hot. on May 30, 2023, I phoned Ecoline because I could not keep my hand on the window because it was so hot. On June 5, 2023, I phoned again. On June 9 of 2023. Someone came out from Ecoline, opened the windows on the side, and said the windows are fine. They blamed the heat on the blinds. November 20, 2023. I phoned eco-line because the windows were very drafty. December 4, 2023, ***** came to check the windows. He discovered bubbles on both side windows due to the heat. Both side windows were warped. He could not close the windows. He told me to tape up the windows and someone will get back to me. December 8, 2023 I phoned Ecoline, but no help. They sent an email saying I have to pay part of the cost of new side windows because they said it was the fault of the blinds. On March 6, 2024 I spoke to service manager, ****, about the problem of the windows getting too hot and the side windows having a bubble so the windows couldn’t even be closed. **** ascertained that the fault was not due to the blinds. he said he would get back to me. I have not heard from him. At Easter this year my daughter and her boyfriend both said the whole window is warped. I occasionally hear a cracking sound coming from the window. To be honest, I’m worried that the window could start a fire. In the last couple weeks the temperature in the house has risen to 21° a couple days and 22° a couple other days. This is when the heat outside has only gone up to 15° or less. I feel the window is very dangerous and the whole window should be replaced.Business response
22/04/2024
Our service department will be in touch with the client to propose the solution.Customer response
27/04/2024
Complaint: ********
I am rejecting this response because: past history has shown this company does not reply in a timely fashion. I had someone inspect the window. This person has stated that this window is substandard. It may not even have protective coating on it that it should have. It’s definitely not the fault of the blind. It is producing cracking sounds, which shows movement in the frame. That should not be happening. I would like to arrive at a resolution with this company.
Sincerely,
****** ****Business response
02/05/2024
Ecoline Windows is prepared to replace the window for the client on an exception basis. ******** ** ******* **** *** ***** *** ****** ** *** ********* ************ ** ******. However, our investigation indicates that the issue was likely caused by the incorrect installation of blinds. Our service representative will contact the client to obtain further details.Initial Complaint
03/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ecoline was hired to install new windows- windows were ordered and paid for and to be installed on October 2nd,2023. Installers arrived 9:45am where I asked how long it would take they said two hours (we left to keep the kids out of the way). We came back at 11:45am and the installers are gone and the house locked up assuming they finished. They were to complete a quality inspection before leaving and made no contact with me about doing so- the work was not completed. The outside casing was left damaged and unfinished, there was no quarter round installed and the caulking was bubbling. I phoned and spoke with the representative who said they would contact the service department (but unable to provide a time). Speaking with the sales rep he said “Hi ******, I just was talking to the installer who was installed the windows by the contract, so, he told me that he did not have a chance to explain you that, because you were not home on the moment of completion . In a such budget type of the installation the customers just need to paint the exterior after our work. That is nothing special, just a touch paint needs to be done by the owner.” This was not a budget option nor were other options discussed. The contract states to finish inside and to finish outside. This is unfinished.Business response
30/10/2023
The service and sales team clarified to the client that they purchased the Insert installation, and the contract does not include any additional exterior touch-up painting work. The job was completed according to the contract that the client signed.Customer response
30/10/2023
Complaint: ********
I am rejecting this response because:As per the contract wording that I signed it says that both the inside and outside of the window inserts would be finished. The inside of the window is finished, the exterior is not finished at all.
Sincerely,
****** HlushkoBusiness response
31/10/2023
The contract signed by the client specifies "Quarter Round Custom Vinyl" as the exterior finish, which has been installed and completed.
Optional aluminum cladding on the outside can be installed at an additional cost (it is not included in the contract).Initial Complaint
13/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
contract signed 04/27/21 to install doors at the end of August. Rescheduled Sept.10 then Sept.29. No communication . One voice mail saying doors out of paint about 2 weeks ago. tried talking to the company at these numbers 306-998-8456 306-994-5826 306-994-8313 866-281-5623 866-644-6418. First number I was on wait for total of 29 minutes, the other numbers on average 2 minutes. I have had E-mail communication with the salesman saying they will call me to no avail.Business response
03/11/2021
Consumer Response /* (2000, 11, 2021/11/03) */ ******************************************************************************************************************************* The doors were installed satisfactorily. It took them the whole day. Started at 9am and worked straight through till 6:30. The installers did a good job. No complaints with them. The company in general doesn't communicate well, if at all. Can not get through on the phone. The woman at the head office, ************** was wanting it resolved. She worked at it and got it scheduled. Thanks for your help. ***********Initial Complaint
01/10/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
My complaint is simply unable to verbally connect. I ordered a new xterior door on May 6, 2021, Order number *****. Measurements were taken and deposit of 700.00 plus dollars paid. Promise for installation was latter part of August or early Sept, 2021. I have received no word from them and I have tried every phone number theylist. I either get no answer or put on hold. I even e mailed them a couple of weeks ago with no answer. The weather is closing in on us and I would dearly like to find out what the hold up is.Business response
12/11/2021
Consumer Response /* (2000, 14, 2021/11/10) */ The door was installed November 9, 2021 to the consumers' satisfaction.
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Customer Complaints Summary
7 total complaints in the last 3 years.
2 complaints closed in the last 12 months.