The true character of a person reveals in times of crisis. Sadly, this was my experience with Ecoline Windows.
In summary, we bought windows and blinds from Ecoline. Their staff installed the blinds incorrectly and, as a result, one of the windows (my five years old son's room) only opened up to one inch of clearance.
The problem could have been solved by returning our home to its original state before their staff mistake. Instead, Ecoline proceeded unprofessionally, unethically, and careless about the safety of our family. (Examples for each adjective used below)
To start, they offered only a solution, to fix the window that did not open and patch the holes. An offer we were not pleased with because we did not pay for patch/repaired windows.
Ecoline incompetence:
This one is the most obvious. The installer did not know what to do.
Ecoline Unethical Behavior:
1. After realizing that the first window the installer worked on did not open, We requested to stop his work and pack up. He finished the installation while We were on the phone talking to Ecoline support.
2. Their staff refused to get me in contact with their manager. I had to make up his email by finding his full name from their receptionist and using their company's email address convention (first letter of the name, plus last name, plus @ecolinewindows.ca).
3. Once I reached out to the manager, he refused to answer a simple question. Can you guarantee that offered solution will not be visible? (returning our home to its original state before their mistake)
It took over a month of back and forward emails and ultimately threatening them with legal action from him to guarantee his work.
4. They offered us to refund the installation fee. Later the refund was used as coercion to pressure us to move on with the repairs. In their own words: " We will send the cheque to you once everything is resolved".
Finally, why was Ecoline careless about the safety of our family:
The City of Calgary requires you to "Except where the suite is sprinkled, each bedroom or combination bedroom shall have at least one outside window or exterior door openable from the inside without the use of keys, tools or special knowledge and without the removal of sashes or hardware."
We asked them to fix the window while figuring out an agreement regarding the patchwork. It took over three months, countless emails, phone calls, and reaching out to one of their VP a couple of times, to get them to send their staff to remove the screw that was obstructing -my five years old son- window from opening.
In their manager's word, they would rather do " it all done together". (repairs and patchwork).
And if this is not enough, as of today (September 25, 2021), We are still waiting for the refund. They claim the cheque was sent twice but, base on my recent experience, it is hard to believe them.
In conclusion, do yourself a favor. Stay away from Ecoline Windows.
