ComplaintsforEcoView Windows & Doors

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 6, 2024, I signed the contract to replace my windows for $15,584 and provided my payment information (2 different cards) for 50% down. Per the contract terms, the expected time frame to get the windows delivered to Ecoview *********** is 6-8 weeks, and they will call to schedule installation with a maximum of 2 weeks. Thus, this is about 8-10 weeks for the project to be completed. ****** gave me an estimated date between mid-February to early March. On 3/23, I sent her an email for update. She responded to my email with a suggested date for April 1 and 2 and the project would take 2 days to be completed. April 1, I called and confirmed the appointment. I was informed that everything was as scheduled. When the installer (*****) arrived, I told him which window to start with, and told me that he did not have the window. I called Ecoview to talked to *****, but again she would not come to the phone. The person answered the phone (****** or ********) stated that they found out earlier that morning that the window was missing. Finally, they were able to tell me that the window would arrive on 4/11 and expected installation 4/12. 10 windows were installed completely and 2 not completed installed missing screws and balancers. The installer (*****) stated that he would finish when return on 4/12. This was documented and signed by the installer and my husband. 4/11/24, I did not hear from ***** again. I called her, no answer and same runaround. So, I emailed her and, she said that the window did not arrive and no estimated date. ********************* (owner) called and left a bad message for me. On 4/18/24, I requested another update, she responded and scheduled installation on 4/24. 4/24/24, a new installer showed up and stated that he was there to install just one window. I informed him of the other two windows that her not completely installed. He appeared annoyed. He said that he was not told about the 2 windows. I informed him that the other installer documented it. I showed him the 2 windows. The installer refused to accept the fact that the previous installer gave instructions, and he stated that one of the windows is completed. The installer became argumentative. I answered to a call, the installer was rude and loud, the person on the phone heard him and said to call back at a better time. I called ***** and explained what was going. initially, she seemed to have no knowledge of the 2 windows; then later stated that it was only one window that needed to be completed. more aggressive and started talking even more rude to me; ********************* him and apologized. I emailed ***** the proof of the documentation from the previous installer. While I was on the phone with *****, the installer walked out the job and left the windows he was checking wide open. I looked at the window and just saw him drove off (abandoned the job). Fast forward, installation rescheduled for 4/26, when another new installer arrived again, he said he was there to install just that window and did not have the tools to complete the other two windows. Then, I asked to check window, and it was ordered wrong, missing pieces (grid) and cannot be installed and old one had to be put back. Since then, several phone calls and email, no answer. I am seeking assistance to get Ecoview to complete this contracted as promised and per contract. Today is 5/3/24, 17 weeks since I signed the contract. Considering the maximum time of the project per the contract, it 7 weeks behind. Thus, taking the fact that I have made several attempts to communicate with Ecoview and its owners and corporate (who told me that the company cannot help.

  Business response

  05/09/2024

  Unfortunately, Ms *** ****'s statements are not exactly accurate for the situation. It is true that she signed a contract on January 7th however her deposit was declined by her bank. After several attempts to work with her through the process, she was finally successful in making her deposit a month later. Ms *** **** was very adamant about having her windows installed even though she had one that had not arrived. (that window is a complicated oval which requires additional lead time). The remaining windows were installed as promised - on time. Of the three instillation crews that were dispatched to take care of Ms. *** ****, all three commented on her poor behavior, being verbally abusive and unreasonable. She refused instillation of the remaining oval window due to it not having grids. Further review of the contract and through conversations with the sales rep., a discussion was had about that window not having grids and not contracted for. With that being said, we have ordered a replacement window to satisfy the homeowner. All issues are to be resolved. 

  Customer response

  05/09/2024

   
  Complaint: 21660875
  
  I am rejecting this response because:

  
   ***** choose to lie and being dishonest, about what happened, please see the attach as some of my proofs. I have more if needed. I have left several messages and I have phone records and texts and transcribe voice messages, which I have sent some to them to address my issue prior reaching out to Better Business Bureau. I even reach out to the corporate office and file a complaint. I was told that they are franchise, and ***** and ***** are the owners and the corporate office couldnt do anything. I was referred back to them. They were avoiding my calls to the point. I had to call as a new customer in order to be able to talk to someone and come to find out they had me as a verified caller.  On his statement, he stated that I signed a contract on 7 January, so please refer to the contract that I have attached. Also, please see attached receipts of when he took the payments. And I have phone record of me, asking him and ***** off whether the issue with my bank was going to cause delay and where both said no as my windows have been ordered before.
  On April 2, when the installer, ***** came and I found out one of the word window was missing I called ***** and ******, the salesperson to find out what happened. ***** apologized as she overlooked, and she did not know that the window was missing. So since ***** wants to address this complaint by lying, I would like that he provides his evidences. I am more than happy to provide more proofs of everything I stated on my complaint. When ***** called me regarding an email I sent to *****, he left me a message which I stated that they were out of the time frame for the project, I have the transcription to what he stated on the voice message he left me. If you look at my contract, although in my initial complaint statement I stated I signing on the contract on 1/8/24, the contract was actually signed on the 6th of January 2024.
  ***** said that I was abusive verbally to his workers, I would like him to provide evidence of me, being verbally abusive to all three of them. When the first installer, ***** came, I had no issue with him. I asked about the number of windows, he let me inspected the windows he had. Majority of the time he was doing the work I was not there. On the first day I was there for half of the day. The second day I only saw when he came in and I open the gate and I was on my way out to work. My husband was there and there was no issue. The second installer was the only one who came up with an attitude. I did not want to address the completion of two windows wish the previous installer inform my husband that he was not done with it and will come back on the 11th as was discuss with *****. When the previous installer was becoming rude, I call *****. Prior to me calling ************ was on the phone with a doctor regarding my father who was hospitalized to the point. The doctor had to ask me to call him back as he realize that it was a bad time based on how the installer was talking in the background. When I call *****, she heard he was talking to me, rudely and she apologized for how he was talking and confirmed that she heard how he was talking to me. all I said to his staff was what that the first installer told us not open to windows because they werent complete and to finish them. The installer was not aware of the two unfinished windows and when I called the lady in the office who told me that ***** and ***** were busy. They didnt know anything about the two windows and ***** never called me. ***** on several occasions admitted that it was an overlook and was not sure why the window did not come, so how did I insisted knowingly that one window was missing to be installed? The first installer stated himself that he found out the window was missing that morning as he was loading the truck to come and do the installation. The reason I was very upset as I called early that morning to confirm the appointment, and was informed was good to go.
  Below is a full description of my complaint. Please let me if additional information needed. I couldnt attach more due number attachments allowed. Thanks.
  I met with ******, a sales representative from Ecoview on 12/28/23. I informed ******, that we decided to move forward with Ecoview to replace 13 windows from my basic to impact windows on 12/29/23. On January 8, 2024, I met with ****** and signed the contract. He told me that he would call later to get payment information later the evening on 1/8/24. I did not hear from him, and I called him the next day 1/9/24 and provided my payment information (2 different cards). Per the contract terms, the expected time frame to get the windowsdelivered to Ecoview ****************;is 6-8 weeks, and they will call to schedule installation with a maximum of 2 weeks. Thus, this totaling about 8-10 weeks for the project to be completed. ****** gave me an estimated date between mid-February to early March. Per my bank information on one card, payment was made to Ecoview on 1/12/24. On 1/19/24, *****, the office person and co-owner called me and left message that payment did not go through one of the cards. I called the bank, and they said that there was no transaction submitted to be processed and no payment was declined. I spoke to ***** and told her the transaction did not go through and the card company asked to be resubmitted. At that point, due to this situation, I asked ***** and the Salesperson if that would delay the project. Both stated no; in fact, the windows have been ordered. Then, on 1/23/24Tracy called again stated that it did not go through. I called ***** with the card company on the phone, but she did not answer, and I left message for her. That same day, *********************, the owner of this Franchise called me to address the issue and same payment information was given to him for the payment as the fund was available for payment. Per this card company, payment was submitted and received on 1/30/24. ***** also informed me that the windows were ordered and no expected delayed due to the issue with them process the payment.
  From there, I did not hear from Ecoview for the month of February. On March 9, I called to get an update. ***** agreed that the windows were taking longer than expected and told me that the windows were expected to be delivered in March 11, and stated that she will call me on that date to schedule installation. I did not hear from her on 3/11/24 as indicated, so I called her on 3/13/24, but she did not answer. I continue to reach out to her and left several messages for her, yet no answer. So,on 3/23 I suspected that she was avoiding me as a new person(******/********) kept telling me that **********;is unavailable. Inoticed that they have my phone as a verified caller so, I sent her an email. She responded to my email with a suggested date for April 1 and 2 and the project would take 2 days to be completed.
  Now, on April 1, I called that morning to confirm the appointment and was told that the appointment was still scheduled as planned. When the installer (*****) arrived at 11 am (2 hrs. late), he asked of my preference of where to start with the installation (which I appreciated), and I told him. Then, he seems a bit apprehensive and told me that he did not have the window. I called Ecoview to talked to *****, but again she would not come to the phone. The person answered the phone (****** or ********) stated that they found out earlier that morning that the window was missing. I was very upset and frustrated as to why they did not inform of this when I called to confirm the appointment. It appeared that they would not have told me anything if I did not ask the Installer to start with that window. I called ******, the salesperson who did not seem to want to help me to find out what happened until I insisted that he assisted and called the office to get some answers as to what happened as ***** told me on 3/23/24 that all the windows were delivered. Finally, they were able to tell me that the window would arrive on 4/11 and expected installation 4/12. 10 windows were installed completely and 2 not completed installed missing screws and balancers. The installer (*****) stated that he would finish when return on 4/12. This was documented and signed by the installer and my husband.
  On 4/11/24, I did not hear from **********;again. I called her, no answer and same runaround. So, I emailed her and, that is when she said that the window did not arrive and no estimated date.Thus, expressed to her my frustration and unprofessionalism and how the project has passed the projected time frame. She did not answer. Instead of acknowledging their mistakes, *********************;(owner) called and left a condescending message for me about having my time frame wrong, without any apologies or accountability. So, I sent evidences of my tracking and concerns to ***** since she is the person handling my project and point of contact. No answer. On 4/18/24, I requested another update, she responded and scheduled installation on 4/24.  
  On 4/24/24, a new installer showed up and stated that he was there to install just one window. I informed him of the other two windows that her not completely installed. He suddenly appeared annoyed and unpleased. He said that he was not told about the 2 windows. I informed him that the other installer documented it.  I showed him the 2 windows. The installer refused to accept the fact that the previous installer gave instructions, and he stated that one of the windows is completed. The installer became argumentative stating he been doing this work for 30 years and making aggressive comments. I received a call regarding a family member in the hospital so, I went and answered it, trying to avoid negative interaction with him. The installer was so rude and loud, the person on the phone heardhim and said it was ok to call back at a better time. I called Tracy and explained what was going on whom seemed to haveno idea at first about the 2 windows; then later stated that it was only one window that needed to be completed. I explained to ***** that I did not appreciate her company sending and unprofessional and rude person to my home to be disrespectful to me. As I am on the phone and explaining the situation to *****, the installer became even more aggressive and started talking even more rude to me; even ********************* him and apologized. I emailed **********;the proof of the documentation from the previous installer, and then could not say much. While I was on the phone with *****, the installer left leaving all the windows he was checking wide open. I looked at the window and just saw him drove off. Fast forward, installation rescheduled for 4/26, when arrived, again he said he was there to install just that window and did not have the tools to complete the other two windows. Feeling tired with Ecoview and its staff, I told the installer to install the missing window. As the worker is working, something told me to check the window, and when I checked, window was ordered wrong missing pieces (grid) and cannot be installed per Homeowner Association rules and regulation. Thus, window cannot be installed and old one had to be put back.  ***** refused to talk to me although talking to the installer. I was told by (*************;********) that ***** and **** were unloading a truck and would call me once they are done.Since then, several phone calls and email, no answer, no update. Completely being ignore. I informed ***** that the term of the contract has been violated and need a solution, yet nothing. 
  Due to the nature of the project, I must wait until inspection is completed to rearrange my home. Thus, for the past month, things have been difficult to get around.  Additionally, the way Ecoview has handle my case has caused many stresses to my life as my husband and I had to take time off a to the point it is affecting our job. I explained to ***** I have family member in the hospital that I could not continue to do things like that. I am seeking assistance to get Ecoview to complete this contracted as promised and per contract. As of 5/3/24, 17 weeks since I signed the contract. Considering the maximum time of the project per the contract, it 7 weeks behind. Thus, taking the fact that I have made several attempts to communicate with Ecoviewand its owners and corporate (who told me that the company is franchised and only the owner can resolve the issue, I am asking for your assistance to address this issue. I explained everything in detail to help understanding my challenges with this company.
  I am grateful for your assistance.
  
  Sincerely,
  
  Cleane St Eloi

  Business response

  05/21/2024

  It is unfortunate that Mrs *** **** continues to feel this way. I stand by my initial response and will continue to replace the window in question as a peace offering to appease the situation. 

  Customer response

  05/22/2024

   
  Complaint: 21660875
  
  I am rejecting this response because:
  
  As of 5/22/24, the work is still not complete. No one is reaching out to to communicate. Thus on 5/6/24, I continued to call Ecoview. I spoke to ***** and she told me that she was expecting the window in approximately 2 weeks. So, on 5/20, I emailed her to get an update and now she said that the window is expected to be delivered on 6/724. As one can see Ecoview is taking its time when I have a deadline because I am with a program which I have informed them. So now, from January to June for a project that was supposed to be maximum time of 10 weeks. Please BBB dont close this case as I concern that Ecoview and its staff will not follow through as discussed. Thanks
  Sincerely,
  
  Cleane St Eloi

  Business response

  05/23/2024

  I do not know what else I can do for this homeowner. She did not order a product, but I have agreed to provide it to her. It's that simple. Her deadlines that she speaks about are a non-issue. Her state ****** for free windows by the way, runs out twelve months from award. More than enough time for us to provide her with the additional request. 

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