HomeOwner
Rating: 0 out of 5
Retrofitted windows
I've purchased multiple replacement windows from this company over the past three years - not anymore. During my most recent installation, they installed one of my windows so that it is not level. It is an old house, and to be sure, the frame is not level, but one would assume that the replacement window, as a custom product, could have been of dimensions that would allow for a level installation of the window itself. When I attempted to discuss this with the installation team (who summoned me mid-install to show me that it was not level) they told me that it was not a problem as I have a warranty. Had I been told from the outset that they would be unable to install this window level, I would not have ordered it, as I did so merely for cosmetic purposes, but I went into it with the assurances of the salesperson that the existing framing posed no problem. (This same salesperson offered to send out a second installation team to fix what the first had deemed unfixable, too). Further, the frame of a second window sustained significant damage in the removal of the old window. And, to top it all off, my "late July/early August install" ended up happening in late August, and only after I called to see where my windows were. I am certain that representatives from Ecoline will respond to this review stating that I am wrong and that my expectations of a good result are out of line - that seems to be their approach to customer service overall - that, and conversing among themselves in Russian before addressing any questions and comments. There are enough people offering this work in Winnipeg, no need to gamble on the results you will get with Ecoline.
**since posting this review, I have received a call from Ecoline's director of operations, suggesting that since I posted an honest review, I should repay the 5% "sorry-not-sorry" discount I received or my account would be in arrears. When I informed him that I had a voice recording of my conversation with his subordinate confirming my balance owing, a credit card statement demonstrating the balance as paid, and that I would not tolerate being bullied, he offered me a total $500 discount to remove any and all of my reviews from social media.
I ASKED FOR NO FURTHER DISCOUNT OTHER THAN THE NOMINAL ONE I HAD ALREADY RECEIVED. You called me, threatened me, and when that failed, offered me quid pro quo: you'd give me money or work on my window (the one you said there is no problem with and that your people can't fix) if I remove my honest reviews. You are welcome to defend your business practices, but you may not cast aspersions on my character - (although I suppose that doing so demonstrates what doing business with ecoline looks like).
Answer from pro:
Hello Melissa, thank you for your honest feedback. We appreciate that you replaced windows with our company for the past three years and this was your 3rd project with us. We offered you to have our installer come to your residence and address your concerns, in return, you let us know that "it is another day of my life" and you do not want any issues to be resolved, you strictly wanted get this window free of charge which is unreasonable, because there is nothing wrong with your window. If you like to have your concerns addressed you are free to call us, we will be happy to assist you.
Reply created 24 Aug 2017