What started out as decent price has turned into a nightmare. We started our journey getting a quote from another company for replacing all 22 windows in our house. We wanted to upgrade to triple pain as we figure if we were going to go through the trouble we might as well get the best we could afford. We got ecoline to come give us a quote to compare to the quote we had received and wanted the comparable to pricing. The original quote would have given us: triple pain windows, all pieces of glass would be 5mm each no matter the size. Low E Color extruded vinyl. (instead of painted vinyl) The ecoline sales person came out, and we told them what we were quoted on, and he said they offered all the same things. but only used 5mm glass for all windows depending on the size. After doing the measurements, confirmed we would get 5mm glass for everything. The price was comparable to the original quote, but the warranty they offered seemed better so we went with ecoline. There were manufacturing delays due to covid. We excepted that. We were delayed a few time, that was not a big deal. They showed up when they said they would. Great! One of the windows was broken in transport, no big deal, things like that happen. When they pulled out the door they would be installing we realized it was not the right one, but they could replace the door slab alone and proceed with the rest of the install. The door would be an easy fix as it is manufactured locally, and we should have it in a week. No problem! We paid the balance when they showed up, as per our contract. The guys worked fast considering it was cold and the end of January. Great! The install is where everything went down hill. First off, we had been told and quoted that we were getting triple 5 mil glass for all our windows. I came home to see the windows were not what we had been quoted. NONE of them were. When we contacted our sales person, he told me that we had misunderstood, and only certain windows would get the full size glass. When i noticed that the windows were painted vinyl, i was told extruded color was not possible and the other company had misrepresented their product. I called the other manufacturer of the product and they confirmed that they indeed use color extruded and not painted vinyl in their windows. The installers barely used any foam in the cracks of the windows. I had to ask them to add more. Even with that, After they had left, I had to go and add foam to 5 windows because you could clearly feel a draft coming through. We had an octagon window made, every cut is wrong. There was even pencil marks left on it. IT LEAKS!!! We brought it up to the service department, they are now telling us we have a balance outstanding, and wont repair the window until they receive payment which was already done! There were nails and broken glass everywhere! I had to pick up most of it so my kids did not touch it. Most windows were not installed level as i could no longer put back my trim flush to the walls as all the windows have some type of bough to them. There are gaps between the jam and the frame of the window, when i brought it up to the sales person, he said he thought it was normal, but would look into it. Never heard back on it. The holes they drilled for the screws into the frames are all different sizes, some of the plugs have fallen into the frames. There were black marks everywhere. The caulking on the outside is atrocious. I have now been waiting since January for my other window and door. When i call for an update, the response is, "I will get back to you today" and never hear back. We have been asked on more than one occasion who did our windows. I will happily tell them Ecoline did and to avoid them at all cost.
- Approximate cost of services:
- $30,000.00
- Company Response
Dear William,
We would like to apologise for the negative side of your replacement project. Ecoline Windows is very grateful for your feedback.
According to manufacturing standards, the thickness of glass varies between 3mm and 5mm depending on the size of the window. Our representative explained that the glass thickness is counted based on the square feet, for instance the window of more than 16 square feet has at least 4 mm glass.
Extruded colour is possible only for the windows that are either white or cream, but your order was for grey windows, meaning that painted vinyl technology was the only option.
After you reported the cleaning issue on February 2nd, Ecoline Windows came back right away on February 3rd to address the problem, however due to the snow covering the whole surface the service had to be rebooked for the warmer date. Our crew visited you again in Spring to clean the remaining debris.
During the service visit in Spring, we kindly asked you to inspect each and every window together with our service manager for him to fix any possible deficiencies, mentioned in your review. We were quite surprised to find out about your outstanding concerns two months after the last service from this review, whereas you have reported none of that to our service department. Knowing that you are still not happy with the results, we will make sure that our service manager will perform all the necessary job.
New windows are made to fit rough openings, and original old casings may not fit new windows' perimeter perfectly, consequently it does not mean that the windows are not levelled. You reported an issue with the possible leaking of your octagon window in the second half of May, consequently Ecoline Windows has opened the service on your file and scheduled the appointment for tomorrow.
We have all the notes of our phone conversations, and you have never been told that the services won’t be performed until the balance is settled, even though there is still an outstanding balance of your account. As you remember on the day of installation you paid only 80% of the outstanding balance and we agreed to hold 20% until the slab and the window are installed.
We are sorry for the delays with the remaining products delivery. Unfortunately, due to the shortage of building materials at the production line from our supplier, it takes longer to receive the remaining window and the door slab. We will keep you posted and schedule installation, when the order arrives at our warehouse.
Your project manager is doing his best to assist you in this situation. Please, feel free to contact him or our service department to address any issues in regards to your replacement project. Thank you.