Sue Green
Rating: 0 out of 5
Stay far far away from this company
Ordered a front door in March. Contacted them for confirmation beginning of June and was told "Administration" would contact me very shortly for an install date. Finally made it through their horrible phone service this morning - July 12 after having heard crickets since June 4. Am told "maybe" by end July but won't give me a date. Have already paid $1000 and I am starting to wonder if this is actually a valid business. If so, this company is not one I would ever recommend doing business with. I'm wondering if they are hoping folks will get fed up and abandon their deposit if they delay long enough. People I actually got to speak to were very unhelpful but extremely well versed in their "contract" - i.e. we get paid regardless. Horrible business in my opinion and not trustworthy as far as I am concerned. While I get that there are unexpected delays that can occur - and the contact center folks may not be the most expert - the bare bones minimum any reputable company can and should do (and this IS under their control) is keep their customers updated - basic common courtesy guys. As in my case, often the piece this bunch is doing is only one of many - and everything has to be scheduled. Ecoline is NOT doing me a favor by accepting my business - its the other way around in case you haven't yet figured that out. Ecoline is not the only nor the most important piece of this project. The "project co-ordinator" clearly understood this when the estimate was made. When I phone the "direct" line of the project person only to find the number no longer in service, it does raise some doubts. So far I have found this company to be unreliable, the opposite of customer focused, unhelpful and very much concerned they get paid no matter what (i.e. customer satisfaction a dim and distant second apparently). I live in Ladysmith so perhaps other areas have more professional franchises or branches - can only hope for the sake of their customers that is the case. Thank God I didn't have them do my windows. I am hoping their install (if it EVER happens) will at least be competent but not very confident. Glad my lawyer is a family friend.
Answer from pro:
Dear Sue, Please, accept our apologies for the delays caused by COVID-19. We can see that the commencement date on your contract was June / July, therefore we contacted you in the middle of June to give you an update and to notify of possible delays. Unfortunately, the new normal we live in is dictating its own rules, and this possible delay is connected with the reduced capacity on the production line. We are still hoping to fulfil your commencement and to perform the installation until the end of July, however there is a chance of slight delays. Thank you for your patience and understanding.
Reply created 16 Jul 2021