Ecoline Windows reviews (1218)

Thank you very much for your business and of course for your positive online feedback about our company. Please keep in mind, we do also offer a referral incentive if you decide to recommend us to friends or neighbours. Enjoy your new windows and please note we are always here if you need us. Thank you again.

Dear Jagdeep, 
 We received this review on June 15. For the first time you called our office and asked for a BC Hydro invoice on May 27. The invoice was sent on May 29.  
 On June 11 you called us again to say that you’ve never received this invoice. We have re-sent it to you right away on the same day. Please, note that we have reviewed all those emails and there was no mistake , therefore Ecoline Windows tends to disagree with all the accusations in this review.  
 We are going to resend you the invoice for the third time, and we hope that it finds you well.

Thank you very much for your positive review! It is always a pleasure to read good things about our staff. Please keep in mind, we also offer a referral incentive in the event you decide to recommend us to friends or neighbours. We always strive to deliver the best possible product and service while maintaining competitive prices at the same time. Enjoy your new windows, and thank you again.

Dear bk, We take these matters very seriously, unfortunately, we have no record or recollection of any customer experience fitting this account, nor can we verify anything about your identity from your name in our records. If you are a client of ours, we would like to investigate this issue further, please give us a call at 403-668-1447 and our agent will help to address this matter. Thank you.

Dear Jeanne, We just want to tell you that we really appreciate your business. Your feedback means a lot to us as we are passionate about providing the best service possible. We are very happy that you've found our work to be satisfactory. Please keep in mind, we do also offer a referral incentive if you decide to recommend us to friends or neighbours.

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.

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.

Dear Client, Thank you very much for your feedback. We would like to apologise for the inconveniences you had during our project. We have a high standard of window replacement and your experience should never have been an exception. Even though we recognise that it has been not a pleasant experience, mistakes happen, and Ecoline Windows was glad to invite our main installer to rectify any of the issues to your satisfaction. Unfortunately, you let us know over the email that you refuse to pay your balance at all or to have us back to patch the drywall. If you would be willing to talk further, please, give us a call, so that we could work on a compromise together. Thank you

Dear XTOS, Thank you for taking the time to write a review for us. Although it is difficult to hear the negative feedback, we appreciate your experience so that we can improve moving forward.