Replaced 19 windows in our house
We had Ecoline provided us with an estimate to replace all 19 windows in our house. Our front window had a stained glass overlay on it. The Stained glass overlay is very important to us. We designed it and had it custom made We asked the Ecoline estimator if Ecoline will re-install the overlay once the new window was in place. The answer was "no problem, we do this all the time". New window was made smaller than the original window size by 0.5 inches. Overlay will not fit on the new window. We signed the contract based on estimator's words that overlay will be re-installed, it was valuable to us. Estimator now denies saying "no problem". He now says it was not written in contract. Case is now in court. Unbelieveable...Ecoline will not honour what they agreed to do. A long discussion in person and on the phone with whom I was led to believe was the most senior person in Ecoline. Luckily I held back $3700 pending resolution to this issue. I have all intentions of paying the balance owing to ecoline. However, they will either need to make a new window or replace my stain glass overlay with a new smaller one that will fit on the window and install it over the new front window. The low rating I gave to Ecoline is due to Ecoline not backing up what they said they would do. The produce seems good. Lesson learned is ...get every detail down on paper and save problems later.
- Approximate cost of services:
- $18,000.00
- Company Response
We apologize for the frustration you experienced with your installation. The window replacement process is a complex and expensive one, with little to no room for error. As we tell all our customers during the consultation stage, there are a lot of different options and choices, and that is just in regards to the product. When it comes to accommodating your choices into the existing structure of your windows it can get even more complicated. Cutting a custom made glass overlay is a job for specialists that work with fragile material. As much as we would have loved to cut the existing glass to accommodate for our window, it is simply not a job we can provide, and therefore would never indicate it verbally or in writing. We apologize that we could not complete the job up to your expectations of how it should be performed. Our project consultants are explicitly directed to put in writing all stipulations agreed upon with a client to avoid any discrepancies on the day of installation. We apologize for not being able complete the job up to your expectations.