Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
27/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ecoline has sold me two sets of defective motorized blinds and refuses to remove them and issue a refund. Timeline of events: Sep 6, 2022: blinds installed (both sets). Jan 5, 2023: first set of blinds stops working (motor breaks down). Problem reported to Ecoline. Jan 20/23: Ecoline technician comes to inspect blinds. Feb 17/23: Ecoline removes first set of blinds to attempt repair. Mar/Apr 2023: “repaired” blinds re-installed (exact date unknown) May 21/23: second set of blinds stops working (motor breaks down). Problem reported to Ecoline. Late July 2023: Ecoline removes second set of blinds to attempt repair. Sep 22/23: “repaired” second set of blinds re-installed. Nov 2/23: first set of blinds (re-installed in spring 2023) stops working again. Problem reported to Ecoline. November 2023: I demanded removal of blinds and refund of purchase price. Ecoline refuses to remove the defective blinds and refund the purchase price, claiming its contract only requires it to attempt another repair or issue store credit. Ecoline is wrong. It has sold me defective goods. The Sale of Goods Act (Saskatchewan) and The Consumer Protection and Business Practices Act (Saskatchewan) provide that a consumer may always reject defective goods and demand a refund, regardless of what any contract says to the contrary. Any portion of any contract which purports to waive these rights is automatically void. I am not interested in attempting another repair. Repairs have already been attempted without success, and Ecoline’s repair times have been painfully slow. I have advised Ecoline that if they do not remove the blinds (both sets) and issue a refund, I will commence legal action, either through BBB arbitration or Small Claims Court.Business response
27/11/2023
As per the contract signed by the client, "All sales are final. Custom window coverings are non-refundable and non-exchnagable." Therefore, refunds cannot be provided. However, both product and labor warranties are offered by Ecoline Windows, allowing us to accommodate any necessary post-installation services as part of the warranty.Customer response
27/11/2023
Complaint: ********
I am rejecting this response because the contract does not apply in the case of defective goods, which a consumer always has a right to reject under Saskatchewan law.This is a company that has received over $30,000 of business from me. I am very displeased and will commence legal action.
Sincerely,
**** **********Business response
27/11/2023
There are no defects in the products. If the products are experiencing any issues, they can be serviced free of charge as part of the warranty. However, none of the products sold by Ecoline Windows are refundable according to the contract.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
8 total complaints in the last 3 years.
2 complaints closed in the last 12 months.