Did not deliver requested product
We ordered 2 windows and sliding glass doors from Ecoline. When they arrived, the installer waited in the driveway until I paid my balance, which I was happy to do. When I was on the phone with the office, they told me their credit card system was crashing. They wanted an etransfer. I insisted on the credit card payment and it worked first try. Then, they installed one of the 2 windows we ordered. The screen was torn. The other window did not arrive. Worst of all, they installed a door without a lock. We specifically requested a door with a lock because this door is the only way in and out of the suite. We spoke with the company after the installation. They said to talk to the salesman. When we reached him, he said they'd look after the door without the lock when they received the parts. I explained that we needed it immediately because we can't leave the suite without locking it. He said he'd get back to us. That was 4 hours ago. This after the whole order was a month later than promised.
- Approximate cost of services:
- $12,000.00
- Company Response
Dear Ronnie,
Ecoline Windows is very grateful for your feedback.
While scheduling installation, our project coordinator asked whether you would like to install the whole order all-together, or to wait a little bit until the last window arrives. You confirmed that there will be no problem in performing a partial installation.
It is unfortunate that the window screen has a small hole in it. Our service manager will re-mesh the screen at our next appointment. As per our records the installation itself went flawlessly without any complaints recorded, so we hope that a hole on the screen did not worsen your impression of our installation quality.
We are sorry for the misunderstanding about the patio door key lock. While you are saying that you specifically requested a door with a lock, your contract does not have a word mentioned about it. At the same time, Ecoline Windows values your business and your satisfaction so much that we ordered an elite lock for you on the same day. We understand that you would prefer having the lock installed immediately, however our doors are custom made, that is why it is not possible to go to the nearest store to pick it up. While your key lock is on its way to Langley, we would like to hope that you are enjoying your new window and a patio door.