Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:14/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Ecoline Windows and Doors in Winnipeg to get my side door and 2 basement windows cost estimation. I was happy with the pricing and the discount i got so i proceed with the transaction. September 30 2023 Side door and 2 basement window was installed. December 12, 2023 i notice severe freezing on all sides of the door to a point that we couldn't get inside or outside the house. They came over to check but they didnt do anything. Just say contact Ecoline again if it happen again. Since they didnt do anything, so the issue wasnt resolve and the freezing just keeps happening. 3 times they came over to check and still do nothing. They blame my humidity level and i showed them my humidity meter i have 2 place inside my house and it reads at 40%. they said it should be 20% which they think im probably dont know anything about humidity level and the safe level it should be. I also have dehumidifier that it set to 40% so every time humidity goes up my dehumidifier kicks in. I told them my 10 year old door never does this, and the front door i replace 3 years ago also not freezing. The only reason why i replace my side door its because its already pretty beat up and faded. Since i havent heard anything from them, and judging what they say when they come over. I dont think they will do anything at all. I sent them my last email about filing a complaint here and to Small Claims Court. They havent said anything at all so im proceeding to file a complaint. I would like them to pay me $7,000 for all the trouble and ignoring they did to me to so i could make an impact to them, so next time they should not ignore their clients who has a valid claim. The money i paid here was a hard end money that i will going to work hard for 3 years to pay it off. I hope the *** would understand and can be able to do something about it. I will also going to file this complaint to Small Claims Court. Thanks ****

  

  Business Response

  Date: 15/04/2024

  It is important to understand that condensation is a common occurrence, especially when there is a significant temperature difference between the inside and outside of your house. The client was informed multiple times that a humidity level of 40% is high, particularly when it is -20 degrees Celsius or lower outside. The high humidity level during low temperatures is causing the door to freeze.

  Condensation on windows or doors is a natural occurrence caused by warm indoor air interacting with cooler window surfaces. It is influenced by humidity levels in your home. The presence of condensation does not indicate a problem with the door. Instead, it demonstrates effective sealing that prevents air from escaping.

  Customer Answer

  Date: 16/04/2024

  
  Complaint: 21574297
  
  I am rejecting this response because: what is the resolution of my claim?
  
  Sincerely,
  
  ********** ******

  

  Business Response

  Date: 16/04/2024

  The customer was asked to reduce the humidity level in the home. No problems were found with the product or the installation of the door.

  Customer Answer

  Date: 17/04/2024

  
  Complaint: 21574297
  
  I am rejecting this response because: As mentioned, humidity level is at 40%. Anything lower than this will result on dry mouth and nose bleeding. i have dehumidifier so the humidity is always being maintained.
  
  Sincerely,
  
  ********** ******

• Initial Complaint

  Date:11/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Ecoline Windows in ****** 2021 to replace all of the windows in our home as well as two doors - the front door with side panels and an interior garage door. The windows were installed in ***** 2022 but the doors had not yet been received at that time. In *** 2022, when the doors were scheduled for installation, it was noted that the front door was defective (scratched glass, dripping sealant). We were informed by the installer that the service department had ordered the door to be installed despite knowing about the defects and they advised us to send the door back for repair/replacement as it would be more difficult to resolve this issue once they were installed. Neither the defective front door nor the intact garage door were installed. Over the course of 12 months we have had to chase down information regarding the progress on this project. On several occasions we were told they were ready for installation only to have the service cancelled at the last minute, sometimes on the same day it was scheduled, which resulted in lost wages from taking time off from work to meet the installers. We have been in contact with our salesman, the service manager, and various front end staff answering the generic service email to try to remedy the issue but are continuously told to "just keep waiting". No one contacts us with updates and the salesman has stopped returning our messages altogether. In addition to the repairs to the front door, we are now told that they (Ecoline) have caused damage to the garage door and that we are to wait indefinitely for that job to be completed as well. I have asked repeatedly to be in contact with a manager who can address this concern but the request is ignored. There is no way to get ahold of anybody in this company directly. We have paid for this product and service in full and have been waiting in limbo to complete it for 21 months.

  

  Business Response

  Date: 26/05/2023

  We are in the process of clarifying the issue and will contact the customer directly to offer the possible solution.

  Customer Answer

  Date: 31/05/2023

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

  The response states that Ecoline will contact us directly to offer a solution to the ongoing delay (21+ months) in fulfilling our contract but we have not heard from them during the timeframe allotted to respond to this complaint.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:21/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #****** with Ecoline Windows was placed May 15, 2022 with a deposit of ********. Installation date was December 5, 2022. They would not start install without payment in full. I gave them a cheque for *********. They installed 7 of 8 windows. Kitchen window had electric in the way (my error).Within a few days all window flashing fell off revealing numerous installation issues. Insufficient nails in the flanges, i.e.( 8' x 6' window had 8 nails total). Flanges were not flush with exterior but 3/4 inch away. Cracked and broken flanges on many of the windows including 2 large cracks on tops of both bedroom windows. Inside issues were rough openings too large and filled with foam insulation leaving no solid wood for nailing casings to. Many of the cripple studs coming down from roof line cut too short leaving 1/2 in - 3/4 in gap and not resting on window headers. Same with below - window sill - not resting on support studs. Jamb on one of 8' x 6' windows completely out of level possibly from too much foam. Some drywall was installed but on closer inspection I realized they had not put any vapor barrier so it has to all come down. I had a building permit and inspector wanted the box header for 8'x6' window changed to a 3 ply 2x10 header. Installers came February 11 to do that. In the meantime I had siding scheduled and so had that team properly install all the flanges and flashing, and window #8. I contacted the service **** to inform them of all the issues and included photos. I was not asking for financial compensation for kitchen window install or ****** and flashing repairs. I only asked for a price reduction in the two bedroom windows which had cracks in top flanges. They were each *******. The **** Manager phoned and dismissed my concerns and would not offer compensation. Now they are offering 5% discount of future Ecoline product purchases.

  

  Business Response

  Date: 21/03/2023

  The client asked the compensation for the damaged nailfins, however Ecoline Windows cannot provide compensation in those cases since we offer warranty services free of charge. It was offered to the client to replace the brickmold with the nailfin attached, however, she refused to have the parts replaced because the siding company she hired previously has already put j-trims and siding.

  Customer Answer

  Date: 22/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: The damaged flanges are only 1 of 10 issues and the only only I asked financial compensation for. All the other issues with photo evidence have not been acknowledged by Ecoline and completely ignored. A client should not be left with more work to do after window installs.  I have all these issues to take care of myself. The crew who did the installs do not know what they are doing, don't know building codes and would not be qualified to do the repairs.  I feel that a reduction in price paid ****** would be appropriate. 

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 22/03/2023

  As previously mentioned, Ecoline Windows does not issue compensations in those cases. In case there is an open service request, Ecoline Windows is ready to address the service issue as a part of the warranty for the client. 

  Customer Answer

  Date: 23/03/2023

  
  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

  Date:26/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 19 Windows and 1 Sliding Glass door from Ecoline windows. Order confirmation date was April 23 2022. They told me it should be 3-4 months to receive my windows. In July and August I made numerous calls trying to get a hold of someone regarding when delivery was coming but was always left with little to no answers. Finally the end of Sept I was informed my windows were a few weeks out. They Delivered all the windows on Oct 06 but told me it was going to take another week or 2 to get the sliding glass door. After numerous follow up phone calls and emails that weren't responded to I got a call Dec 08th Saying that my sliding glass door was in the process of delivery and they would schedule a time shortly to install it. It is now Jan 26, again numerous calls and emails sent off trying to find when my sliding glass door is arriving. The customer service is horrible promises have been made and not kept, response times are ridiculous. My project has basically been put on hold for 6 months as we are unable to continue with inspections until all the windows are in.

  

  Business Response

  Date: 30/01/2023

  Unfortunately, Ecoline Windows has experiences some delays with the project's completion due to the shortage of building materials. As per contract that Mrs. ********* signed with Ecoline Windows, «Ecoline Windows shall not be responsible for any delay or failure in performance of any part of this agreement to the extent that delay or failure is caused by a shortage of building materials from the suppliers in case the supply sectors are strained.»

  The patio door is currently on the last stages of production as necessary parts will finally arrive next week. We hope to install the patio door as soon as possible.

• Initial Complaint

  Date:25/01/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately August 2022, Ecoline Windows came to my home for a purchase/installation of 2 doors. I agreed and give an initial deposit of $1080.60 in good faith that they would follow the contract and representations made by the salesman. To Date the following;1. Thursday Jan 19/23, A scheduler booked service (installation of doors for friday JAN27 and was told prepayment for the work had to be done prior to the service. I told him I agreed with the salesman/contract which states "upon delivery" which indicates delivery of service. He then asked if I would like to speak to a manager to which I said yes as well I have other questions.2. A second individual calls me claiming to be "collections" without any work or delivery or anything being done. I asked if she was a manager and she stated she was a finance clerk then proceeded to ****** telling me I better pay upfront and she will decide who I can speak to.3. A finance manager then calls me the next day demanding same and stating SHE will be the one to answer my installation questions 4. This left me in a position that I was forced to contact the Director and request help with my questions as they refused to cooperate 5. Finance Manager calls me the next day again ********* me. 6. I emailed the director and informed that I will not be proceeding under these circumstances as I agreed to pay once the service is done, and he refused to communicate with me 7. I emailed the director and indicated That since there is a breakdown between client and contractor I would like a FULL refund which caught their attention to respond to me 8. They refused a refund and offered me 2 options to proceed with the installation under their conditions not the contract or to buy the doors 9. I requested a copy of the wholesaler cost for the doors and was provided a misrepresented outrageous cost of $3000+ for 2 doors. There is no agreed price in the contract for the doors at retail and they refuse to come to a reasonable resolution.

  

  Business Response

  Date: 25/01/2023

  *************** originally claimed over the phone conversation with our project coordinator that he will only make the payment for the installation once the installation is completed, which is a breach of contract from his end, therefore he was transferred to the financial department. Our representatives tried to elaborate the payment policy, and it seemed that at some point **************** accepted the fact that Ecoline Windows is a prepaid contractor.

   

  **************** had some questions in regards to the installation and he was transferred to our service manager, who kindly responded to all the questions **************** had. All our representatives made an effort to achieve the compromise and to make sure that all the questions of **************** are addressed.

   

  Once everything had been clarified, **************** sent an email, requesting to cancel the order. It is evidently impossible to cancel the order since the products have already been manufactured. It was explained to **************** that he has 2 options: to keep the installation day as is or to get the doors delivered to his premises and receive an updated cost for the order without installation. 

   

  As per contract that he signed with our company, "Requests for cancellation or changes to custom orders that have been accepted by Ecoline Windows are not cancellable or changeable after order has been started in production. Customers will be invoiced for any part of the order which has been manufactured." Ecoline Windows provided him the cost of the installation that *** be deducted in case he chooses to proceed with supply only, however **************** did not accept it either.

   

  Unfortunately, Ecoline Windows will be forced to proceed with legal actions in case **************** does not proceed with the installation or does not settle the balance for the product he ordered, as there is a clear breach of the contract from his end. **************** was formally notified of our next steps, however Ecoline Windows still believes that we will be able to achieve an agreement without legal steps, especially taking into account that Ecoline Windows has been complying with every part of the signed agreement.

  Customer Answer

  Date: 25/01/2023

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

  They are erroneous in their response and manipulating the contract terms. I have been doing everything within my power to come to a fair reasonable resolution and they are refusing all of my options and offers and have even refused to provide me the documentation of the doors at manufacture cost so I may pay for them as per the contract. They are threatening legal action when they havent suffered any losses as they have both the product and my deposit of $1,000. TO REITERATE IF THEY SEND ME THE MANUFACTURE COST WHICH I AGREED TO IN THE CONTRACT WE CAN GET THIS MATTER SETTLED. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:17/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ****** Order status : shipped (not complete)June 2022 I ordered a new front door. Was told it would be installed by Sept/Oct. Which was pushed to Oct/Nov. When the order came in they scheduled an install for nov 17th. Canceled on me because their vehicle broke down, they're a large company, I'm sure they have other vehicles. Rescheduled for Dec 2, canceled due to weather (it was -18 C). Rescheduled for Dec 21, called today (Dec 16) to cancel due to weather (predicted the future). I have been waiting months. Tried to cancel and get a refund but they are refusing. As per the contract i signed i am entitled to a refund "If you do not receive the goods or services within ***************************** the contract, you may cancel this contract within one year of the contract date"Saying the cancelations are out of their control. As per their website they can install in the winter "it is possible to successfully install windows in temperatures as low as -20 degrees Celcius" . The vehicle issue is also in their control / easy to find a solution. They are refusing to give me my money back, I paid the door in full already $3000. They said the order is complete but it is not. And services have not been completed.

  

  Business Response

  Date: 19/12/2022

  The last installation for the client's project was scheduled for December 21, however Ecoline Windows was forced to cancel the installation due to the weather conditions as it was physically not possible to seal the windows properly in those conditions. The project commencement for the client's order was marked as October / November in the contract (not September / October), however it is clearly stated in the agreement that delays are possible which occurred with manufacturing, and as per contract "Ecoline Windows shall not be responsible for any delay or failure in performance of any part of this agreement to the extent that delay or failure is caused by a shortage of building materials from the suppliers in case the supply sectors are strained." It is also mentioned that the installations are weather permitted, and if the weather is not cooperating on the day of the installation, we will contact the client first thing in the morning if we cannot install.

  As per contract, "Requests for cancellation or changes to custom orders that have been accepted by Ecoline Windows are not cancellable or changeable after order has been started in production. Customer will be invoiced for any part of the order which has been manufactured.". We offered the client two options: either to reschedule the installation for another day or we to recalculate the outstanding balance and exclude the installation cost from the contract. Further to that we could refund the client the amount for the installation. After that she can to pick the door up from our warehouse.

  Customer Answer

  Date: 22/12/2022

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

  The ************* was actually scheduled for Nov 17th. Which was canceled due to a vehicle breaking down. Although inconvenient it is possible for the company to use another vehicle and proceed with the appointment. 

  I did not order windows. I ordered a front door. 

  Your website claims you are able to install up to -20 C . It was -18 C that day. But this shouldn't matter, as the first appointment was in your control.

  I understand there were delays due to covid but this was not my issue. It's not a supply chain issue. It's a company issue as the product is apparently ready but yet they haven't installed it. 

  It's pretty simple. They did not follow through with their end of the agreement. I do not have the product. The service was not provided. 

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:24/11/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have signed a contract with Ecoline windows in April 2022 for the new windows installation to be commenced in August. The total sum of the contract ******** cad, including a deposit of ******* cad. The installation happened in late September. They were not able to finish installation within agreed upon 2 business days, so they had to come back to finish part of the unfinished work a month later. the delay might have cause structural damage to the outside wall, as outside flashing of the window was not done and rain water got into the wall, but assured information can only be obtained next summer. Another part of unfinished work is still not done. Inner casing on another window is missing due to allegedly incorrect measurements taken. The company suggests to cover a 4-inch-wide layer of polyurethane foam with a piece of drywall, which infringes the ******* building code, allowing up to 2-inch-wide gaps to be covered with that type of foam. The root cause of this problem is the window installed being incorrect size. The signed quote Ecoline presented me contained measurements of that window 62x38 inches, whereas installed window is 57x33 inches. The company clearly declines to render service agreed upon and paid for, saying the window will not be replaced, not offering any apologies, missing service calls and barely replying to my requests to fix the situation.All correspondence concerning the issue is available upon request, as it contains names of the company employees involved

  

  Business Response

  Date: 01/12/2022

  After thorough investigation of the issue, the upper-management took a decision to replace the whole window. The appointment for remeasurement has already been scheduled.

  Customer Answer

  Date: 01/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this suggestion is satisfactory to me. However, to completely close the issue, I would wait for them to actually do what they have promised
  
  Sincerely,

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

• Initial Complaint

  Date:26/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sadly, we have had numerous issues with Ecoline. This is focusing on the last issue that needs to be resolved. Ecoline installed a new window in our back wall. It was not a replacement. See ******** pictures. The installer knew the window would be close to the light. He talked to my wife about it. My wife said just as long is it does not interfere with the light. In other words, move it to the one side so it does not interfere with the light. this was not done. In the ******** pictures under "ecoline issue pic 2" you can see how they dealt with the light during install. They actually notched the trim to make a space for the light base. That does not look professional. I complained and they came back to fix the issue. what did they do to fix it? They bought longer light mounting studs for the powerbox and then re******** the light to the box at a bit of an angle just to get it out of the way of the trim. This is unacceptable. So, what happens if I need to (and I will be) change that light and the light base is different? Am I now expected to "notch" the new trim to make the new light fit? or am I stuck with this light for life because of this window? All I asked was to have the light moved. I was told in the latest ******** email "Unfortunately Ecoline is not responsible for moving electrical wires and can not do this." They are the ones who made the error so they need to correct it. I asked Ecoline to have an electrician to come out and move it. it is mounted on the outside of the wall and the siding/Styrofoam insulation was put around it. This is not a big job. Even if it was, I am not sure how this error would be the responsibility of the homeowner. This needs to be corrected or I will persue this matter further.

  

  Business Response

  Date: 28/07/2022

  Mr. ******** wife was present during the installation appointment, and she verbally confirmed to the installer that the position for the window is satisfactory. Once the window was installed, the client complained about its location. Due to the fact that Ecoline Windows strives to deliver the best service, we are ready to reinstall the light for the customer. The service request has been opened and the customer will be contacted shortly.

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have booked two warranty appointments recently after several other missed commitments during the installation process (arriving outside of their appointment windows no fewer than 5 times between the visits to inspect, measure, measure again, perform the concrete cut, and actually install my windows). No contact was made by the company for either of the recently missed appointments and now I have a window that does not open/close properly and blinds that are prematurely wearing due to improper installation by Ecoline. Terrible customer experience and zero accountability from them thus far. I need them to finish the job correctly as agreed upon or I require a refund for the blinds and problematic window so that I may hire another company to complete the required work.

  

  Business Response

  Date: 21/07/2022

  The service on the client's file has been scheduled, and completed as per our records. Our service department is going to contact the client to collect any further information and complaints (if any) to address them as soon as possible.