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:09/04/2025

  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 had my windows replaced in November of 2023 by ecoline. From the minute they finished installing it had complaints. The bottom floor of my house all stuck out varying amounts, from 3/4 of an inch to 2 inches kore than they were supposed to. There was no vapor barrier or foam insulation as the company states, and lots of scratches and nicks to the frames. I had added a moulding package, and they were all scratched. They have re installed and and fixed some issues, but it's been 17 months and I'm still dealing with trying to get the windows finished. One window was a completely different frame and still hasn't been replaced. Dealing with this company is impossible. Usually takes about 2 months before can talk to someone. And over a year before I was aloud to speak to a manager. Lost for where to go or what to do at this point, I've never dealt with anything like this or have been treated like this by a company.

  

  Business Response

  Date: 10/04/2025

  Its important to note that we didnt receive the client's response until two months after your initial complaint, which has impacted our ability to resolve this more quickly. Additionally, it seems there was a reluctance to discuss these issues with our service manager, **** ******, during the past year, which could have expedited the resolution.

  That said, we offered a solution part of which will involve replacing the brickmold on the downstairs office to 3/4 to match the rest of the home and will also provide new MDF jamb extensions and casing to ensure everything is scratch-free.

  Customer Answer

  Date: 10/04/2025

   
  Complaint: 23180795
  
  I am rejecting this response because:

  Im not sure what you talking about me taking 2 months. I wait 2 months everytime to be able to speak to anyone. I made it clear things weren't right the day the install was finished, and the installer wouldn't perform the walk through as ecoline says they do. I immediately contacted my salesman. 

  The first time I spoke to **** I had just got off the phone with my salesman and he told me to deal directly with him, because he couldn't believe it hadn't been dealt with.  **** informed me I would never speak to a manager ever. 

  The second time I spoke to ****, the day after filing this claim and writing a negative ****** review, I was informed by him it was my.fault this was dragging on, because I wouldn't deal with him before. 

  All the fault is on ecoline here, I don't understand why they can't have any class and just correct their issues. 

  Unfortunately it took writing these negative claims/reports to get any action from ecoline. 

  I have heard a different proposal to settling this issue which includes painting the moldings, that is why I declined this.

  But my complaint is settled bbb.  

  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 11/04/2025

  An agreement has been reached to provide the additional service to the client. We will send the release form, and once it is signed, we will proceed with the service, concluding the matter. 

• Initial Complaint

  Date:20/01/2025

  Type:Service or Repair 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.

  Jan 20 2025, (emiled to Ecoline) Mold is now showing up on the plywood they put while waiting for the damanaged on arrival glass. **** has now showing up on the plywood with the health and safety hazzard!I did receive a mail in Dec 19 2024 from ***** **************** supervisors) indicating the final piece of glasses was shipped but then have not had any follow up since then.**** ********* (Project Manager / Sales who I signed the contract with) has never been able to be found since September 2024.Nov 18 2024, (emailed to Ecoline) I am still waiting for my last piece of glass which was damaged by the installer during their final piece replacement. I understood mistake and accident happen but I sincerely hope Ecoline means what they reply with as its been delay after delay without a sense of urgency to make things right as the window is now covered by a piece of plywood with the winter arrives --Nov 2023, The project was 10 piece windows/ door agreement signed with paid deposit of 2300 dollars. We were aiming for March 2024 for the install but was never started until May 2024 May 2024 (first install apt which was left with one piece of window not complete due to damage on the window frame upon the delivery)Then the nightmare begin with the ever postponing for the last missing piece of the window:July 2024 (a different installing team with no new windows with them coming in for an installation apt)Sept 2024 ( Ecoline called to cancel at the morning of the install date saying their installing team has again damage the 2nd new frame while loading it to the truck)Oct 2024 (tried to reach out to the project manager **** by text and email which were never returned for an request for the update for the installing date to the last piece)Nov 2024 will mark for 1 year of retrofit project agreement signed and I am still dealing with final piece to be installed since May 2024 which will be 6 months since the first actual installation.

  

  Business Response

  Date: 21/01/2025

  We would like to express our apologies for the delays in providing the outstanding service. Unfortunately, the cardboard template we previously created has damaged corners, and the factory is unable to see the line where the glass edge should be. Consequently, it is necessary to create a second template. The service appointment has been scheduled for today evening. We will expedite the production process and proceed with manufacturing. 

  Customer Answer

  Date: 27/01/2025

   
  Complaint: 22834872
  
  I am rejecting this response because:
  

  I have always been very patient to allow extra time to Ecoline to have the project completed set for March/April 2024. 

  This was actually a third attempt to create the template for the glass (scheduled for Jan 21 2025) while the second template was actually completed on Nov 19 2024 and was informed in Denys's email on Dec 19, 2024 that the glass was to be on the way from the factory on Dec 10,2024.  If the second template was never completed and shipped out from the factory at first place, then could we agree that Dec 10's notification and Dec 19's email of the glass shippment was a lie?  As this could have been dealt with much quicker if with a sense of urgency and responsibility if a third template was required back then.

  On the phone conversation on Jan 21, 2025, I have also offered solutions such as shipping out a rush order of the glass from Ecoline's own production (was told it costed too much to ship out on rush during low season) or sourcing out a local production to expedidate with this third attempt to obtain the adequate glass for the installation (was told they do not usually do this).

  Further to that, I have yet to received any reponse from Ecoline's operation / service department from the email sent Jan 20 2025 (see attached) of a request to bring this to the attention of higher in the command chain of Ecoline to communicate and to offer an actual solution to this complaint.

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

  

  Business Response

  Date: 04/02/2025

  The template has been delivered to the production line, and the sealed unit is currently in production. As soon as it arrives at the warehouse, we will schedule the service appointment. Upon completion, our service manager will contact the client to address any outstanding concerns. 

  Customer Answer

  Date: 12/02/2025

   
  Complaint: 22834872
  
  I am rejecting this response because:
  

  As this response was same as previous few which resulted in many of failed attempts to resolve the issue.  Therefore, instead of having to ignore all my previous email by different departments and only to repeat in BBB without any meaningful resolution, I strongly encourage that your managment of the operation should be involved with this esclation as to my prevoious response.  There shoudl be an actual timeline set to complete and resolve the issue as this project has been delayed multiple times with different excuses or errors made from your company since November 2023 of the contract agreement started and fully paid for.

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

  

  Business Response

  Date: 12/02/2025

  The current *** for the glass unit February 19. We will set the schedule as soon as the part arrives. 

  Customer Answer

  Date: 21/02/2025

   
  Complaint: 22834872
  
  I am rejecting this response because:

  As expected, the third failed ETA has past as of Feb 20, 2025.  This is the third try on the glass.  As a client, I believe you should bring this issue to your VP of operation as this is repeated fail attempt to complete a paid project instead of simply replying to BBB in a way to look like this is going somewhere.

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

  

  Business Response

  Date: 24/02/2025

  We regret to inform you that it is not possible to expedite the process any further than what has already been arranged. Our Vice President has been in direct communication with the production team to ensure that the part is being manufactured at an accelerated pace.  

  Customer Answer

  Date: 27/02/2025

   
  Complaint: 22834872
  
  I am rejecting this response because:
  
  Regarding your service manager, *****, the estimated timeline could be four weeks from January 21, 2025, and based on your previous response indicating an ETA of January 19, 2025. Now that another week has passed, how does Ecoline intend to resolve this?
  

  As there has been no meaningful dialogue to address this through the BBB, I am afraid my only option is to proceed with legal action.

   

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

  

  Business Response

  Date: 27/02/2025

  We will update you as soon as the part has been shipped. At this time, we do not have additional information to share, as it is currently queued for shipment.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 22834872
  
  I am rejecting this response because:
  

  With the initiation of my BBB complaint on January 20, 2025, my primary objective has been to resolve the issue and ensure the completion of the fully paid project. However, Ecoline has consistently delayed progress without providing a foreseeable timeline for resolution. As such, I am formally requesting that Ecoline refund the amount I previously paid for this specific window.

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

• Initial Complaint

  Date:14/11/2024

  Type:Service or Repair 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.

  On June 19 I ordered a new front door from ********. I asked the salesperson at the time if they sold storm doors as well. He replied that they didn't, but if I purchased one, they would install it for me at no charge. I purchased a storm door from **********. On Oct. 21 they finally installed the doors. I was very surprised to see that the storm door was about 2 inches too short. This was the result of them tearing out the entire door jamb and not replacing it on the from of the doorway, They simply left exposed, unfinished cement.I of course asked them to fix it, but they basically said it was not their problem. I complained to the office and on Nov. 6 they sent someone out, who basically told me I needed a new door, or that ********** should fix it. I had a new door, exactly the same size as the original. It didn't fit because they left the door opening unfinished. I spent over $3600.00 for the front door alone, and for that I expected a professional finish. I will advise that the installation of the main door was done well. I believe that if they were not prepared to do a good job on installing the storm door, they should not have volunteered to install it. I want them to either install a proper jamb so the door fits, or replace the storm door to accommodate the change they made to the jamb.

  

  Business Response

  Date: 15/11/2024

  Our scheduling department has attempted to contact the client to arrange an inspection appointment with our head installer, who will be able to offer some solutions. We will continue to contact the client by phone. 

  Customer Answer

  Date: 15/11/2024

   
  Complaint: 22553502
  
  I am rejecting this response because: the message I received said I had an outstanding service appointment. I have no outstsnding appointment and they have already sent out someone to inspect the door. His conclusion was that I needed a bigger door or that ********** should fix the problem. Further I replied to their email. I also tried to return the call. but got caught in an endless voicemail cycle. I will try to reach them again.

  Sincerely,
  
  *** ****

  

  Business Response

  Date: 15/11/2024

  The scheduled service appointment for the storm door is on November 25th. 

• Initial Complaint

  Date:04/11/2024

  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.

  - New windows were not properly installed earlier this year in June 2024 (Ecoline windows Vancouver office: ******************************************) and caused serve leakage of rain into the house. - Ongoing problem. Rain water leaking for months and months. Then raining season hit and water leakage became very obvious (water came down from the ceiling). We were on vacation for two months and saw the damage when we came back. Phoned the company immediately and they came and re-installed the leaking window on the second floor. However, the work is not complete yet, the problem is only temporarily fixed. We were told the windows were not installed and sealed properly before by the new fixing crew, and that we need to contact the office for further fixation.- Rain water all came in from the second floor window and slide in to the gap between stucco and drywall and went to the first floor. The drywall on the second floor was partially taken out by the fixing crew but they had nothing to replace it. the ceiling of the first floor is all yellow and water leaked out from the light. Large portion of the house was damaged as there is a big repair and paint work. Highly suspect mold growing inside the drywall as it has been wet for almost six months. - We tried numerous contacts afterwards (phone and email) but there was no reply. We requested contacts numerous times but the service team never contacted us.- New windows were installed by a new crew of workers from ecoline windows, crew members were freshly new (less than a month) landing immigrants.- Solely a window installation problem, as we hired inspector for the roof top and stucco, both were perfectly fine, no leakage.- We need the company to fix or pay for the fix of the drywall damage and mold problem caused by the leakage. Both upper floor and lower floor. - We choose an expansive company expecting better windows and insulation, however, the result is so disappointing.

  

  Business Response

  Date: 05/11/2024

  The service and inspection appointments were scheduled for November 5th. Our service manager contacted the client on the same day to ensure that the issues were included in the service request. 

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22505973
  
  I am rejecting this response because:
  Still needs a couple visits to fix the problem. Not sure what the next steps are, wood and drywall is still wet. We have increased the heat and put more heaters on to try to dry them. Insulation foam is exposed.

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

  

  Business Response

  Date: 06/11/2024

  The final service call will be completed on November *****, the date was agreed upon with the client.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 22505973
  
  There will be costs buying paint and primer of the areas affected, plus popcorn for the ceiling. I request the company to pay for this cost according to my receipt.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:19/08/2024

  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.

  We had windows and doors installed in our house. Ecoline did not put trim around the back door of our house and the deck door has no trim at the bottom of the door. The spray foam is showing at the bottom of the deck door. The back door has stucco showing at the sides of the door. *** complained to them and they told me I would have to pay a siding company to fix the trim around the doors. We payed $24,000.00 to have the windows and doors installed. Ecoline has done enough doors to know there would be a problem with the siding on the sides of the back door.

  

  Business Response

  Date: 21/08/2024

  Regarding the back door, previously, a storm door was installed with aluminum cladding on the edges. We are unaware of the material beneath the aluminum cladding. We have installed this door into the opening correctly and are not responsible for the uncompleted siding and the cover-up done by the installer of your storm door and aluminum cladding. The J-trims were correctly reinstalled. It is unclear what occurred between the time our installer departed and when you discovered the J-trims had been moved. As for the back door, please be advised that a missing part for the bottom on the outside has been ordered and will be installed when it arrives.

  Customer Answer

  Date: 22/08/2024

   
  Complaint: 22157016
  
  I am rejecting this response because: The j trim at the back door is not attached to anything it will slide down again.  The stucco isn't showing at the front door and it had a storm door too. Why didn't the back door get finished the same way? Also the deadbolt at the back door doesn't work right when I try to lock it with a key.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 27/08/2024

  The back door storm door was installed poorly prior. We do not know what additional materials would be required. Should the client wish to proceed with this, we will arrange for an installer to discuss the available options and provide a quote for the additional materials.

  Customer Answer

  Date: 27/08/2024

   
  Complaint: 22157016
  
  I am rejecting this response because:
  I will not pay for repairs. Ecoline should pay for repairs to the back door and fix the dead bolt on the door. A month after they installed the door the j-trim slid down.  Also I had to email ecoline many times to get them to install the door bell. The ******************* were hanging out for about 2 months. The least they can do is have the back door repaired.  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 28/08/2024

  We are not able to know that extra materials would have been required to cover the extra stucco hidden by whomever previously installed the storm door. We will fix the dead bolt and attach the j-trim correctly. 

  Customer Answer

  Date: 28/08/2024

   
  Complaint: 22157016
  
  I am rejecting this response because:
  Does attaching  the j-trim include trim, so the stucco is not showing?
  Sincerely,
  
  *********************

• Initial Complaint

  Date:22/05/2024

  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.

  DATE OF TRANSACTION: MAY 8TH **************** #****** We paid a downpayment of $4419.71 on NOVEMBER 2ND, 2023.MAY 8TH, 2024, We paid $12866.73 in full, BY ******.ON MAY 11TH, WE STOPPED THE PAYMENT OF $12866.73.ECOLINE WINDOWS committed to: manufacture and install EIGHT triple glazed windows and one set of patio doors.NATURE OF DISPUTE:1.THREE of the windows were measured incorrectly. The jams were too short for the window openings. I have attached a photo of the windows, showing exposed insulation and no trims. We are waiting for new jams or windows to be manufactured and installed.It was not explained as to whether they will manufacture jam extensions and attach them to the existing windows or manufacture completely new windows. The installers stated that it could be several months before the new jams or windows are manufactured.As of today, May 21st 2024, we still have not received an ETA as to when this will be done. ******************** will pay the amount outstanding when the new jams or new windows are installed. The ECOLINE installers stated that it could be several months before the new jams or windows are manufactured.The CANADA GREENER HOMES LOAN is only available to ******************** until JANUARY 19, 2025. The windows need to be installed well before this date, in order for her to complete the final CGHL application process.WHETHER OR NOT THE BUSINESS HAS TRIED TO RESOLVE THE PROBLEM:As of today, MAY 21ST, 2024, we still have not received an ETA as to when the new windows will be manufactured and installed. Neither have they informed us as to how they will repair the windows. Will they manufacture jam extensions and attach them to the existing windows or will they manufacture completely new windows?With full payment for the windows, we could not trust that ECOLINE WINDOWS would complete the job.The sales representative lied and withheld information multiple times. For this reason, we do not trust any discussions with ECOLINE WINDOWS or the sales rep

  

  Business Response

  Date: 28/05/2024

  On May 24, the client consulted with our service manager regarding the matter. The plan of action has been successfully established. While it is a clear breach of the contract to cancel the cheque, we will complete the service of the jambs replacement before demanding payment in a formal manner if required. 

  Customer Answer

  Date: 29/05/2024

   
  Complaint: 21742838
  
  I am rejecting this response because:

  A plan of action has been established however, we still have not received a date that the windows will be repaired.

  We will close our complaint when the windows have been repaired and we have received a receipt for our payment. We were told we would not receive a receipt until Ecoline Windows received the ***** from CleanBC.

  In addition, the screen for the patio doors keeps falling off (installed 9th May 2024). If needed, we can open a separate complaint. However, given the poor service overall which can be documented, I trust that Ecoline will repair or replace the screen. Is the screen for the patio door covered under the warranty?

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

  

  Business Response

  Date: 29/05/2024

  The client currently has a balance outstanding of $20,466.73. Of this amount, $7,600.00 is covered by Clean BC. We will only be able to submit the file to Clean BC once the payment of $12,866.73 has been received.

  The replacement part is expected to arrive in the first half of June, so we anticipate completing the service around that time. Once this service is completed, Ecoline Windows will immediately require the payment of $12,866.73. Only after that will we be able to address any further client complaints, such as screens, since the client's warranty is currently inactive (due to the cancellation of the payment). The client will receive a receipt for the payment of $12,866.73 once they make this payment at the end of the service. 

  Customer Answer

  Date: 19/07/2024

   
  Complaint: 21742838
  
  I am rejecting this response because:

  We are re-opening our complaint, ID #********

  To review the original complaint, new windows were installed May 8th 2024 by Ecoline Windows, however, three windows were the wrong size. For this reason, new jambs needed to be manufactured and installed.
  

  The new jambs were installed on June 28th 2024, however, there is a crack in one of the jambs.
  

  I emailed **** of the service department twice regarding the crack but received no reply.

   

  Over time this crack will extend further and compromise the window. I have attached two photos, spaced two weeks apart. In just two weeks the crack has expanded, exposing the space under the jamb.

  I would like Ecoline Windows to acknowledge the damage to the new jamb during installation and to manufacture and install a new jamb and to provide the new date of installation.

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

  

  Business Response

  Date: 24/07/2024

  The client was promptly contacted and the necessary service parts were ordered.