The windows fit well, are keeping my home warmer and were installed better than my home's original ones. As the windows are still brand new it is too soon to comment on their quality. The after sale care is very poor.
Calls were made to advise me that my windows were being manufactured on time but they didn't come. A month later I got another call saying they were starting to manufacture my windows. When I called them out on this and asked for an explanation on the conflicting calls all they said was COVID. This doesn't explain the misinformation and without any supporting information just sounded very hollow.
Another 2 weeks later I was advised that my windows were in transit. I asked which transport company they were using as it is 4 days from ON to AB by truck. No answer other than hostile remarks that they could not tell me and there was no one for them to ask, and no, they did not have a record of the shipping of my windows.
Two weeks later, after I inquired, they agreed to set an installation appointment even though the windows had not yet arrived. This time I was informed they were coming by CN Rail, which has a poor record for on time delivery of low priority shipments. Ontario to Alberta typically takes three to four weeks using this method.
- Approximate cost of services:
- $12,000.00
- Company Response
Dear Client,
Thank you for taking the time to give us your feedback. We are genuinely happy that there were no installation or service issues and that our windows have been keeping your home warm.
Please, accept our apologies for the delays caused by COVID-19. Unfortunately, the new normal we live in is dictating its own rules, and sometimes they are tough. Originally, you were informed that the windows are going to be manufactured in time due to the confirmed date by the production line, however confirmed dates are subject to change due to some Force Majeure factors, such as the reduced capacity due to COVID-19.
As for the transport company, Ecoline Windows is working with CN Rails as we are convinced that it is the safest and the most secure method of transportation. Unfortunately, delays can occur, although, we can be completely certain that the product is not going to be damaged while on the way. And the high standard of products is one of our top priorities.We hope that you’ll give us another chance so you can get the kind of excellent experience we’re known for. And hopefully COVID-19 will not disrupt our operations anymore.