BEWARE! The sales person was new and Ecotech did not assume total responsibility for his mistake.
You can really tell how much a company is really invested in customer service when things don’t go as planned. Good, reputable companies will assume responsibility for errors. This company blames others first… never themselves.
Do yourself a favor: sort the reviews by rating, lowest first and read through them. They may sell good windows, but their customer service is very poor when problems do occur.
I contacted Ecotech to replace four windows, the sales person came over to assess my needs, measured the existing windows correctly but wrote down the wrong color in the contract/quote.
Four months later, they came over to replace the windows at night, after 6pm in February. It was dark and cold out and it wasn’t until the next day that I noticed the color of all window caps was obviously wrong.
I put a stop to the payment immediately by cancelling the cheque before it was cached by Ecotech. This was the only way I could put pressure on Ecotech to resolve the problem quickly. I contacted Ecotech right away to inform them of the wrong color and ask them to fix it. I told them I had cancelled the cheque and wouldn’t pay until the color problem was resolved. They said that they had fulfilled the contract that I signed and that, if I wanted to change the color of the window caps, I would have to cover those costs on my own. They demanded payment immediately or they would start charging me for interest.
Ecotech’s office staff was rude, at times threatening and didn’t want to assume full responsibility. They still tried to deposit the cheque that I had told them was cancelled. This prompted Ecotech’s owner to call me directly. He was rude, threatening and not understanding at all of my frustration as a client.
Many telephone calls and emails were exchanged and they were only willing to cover half of the cost to replace the window caps. I reluctantly accepted to cover the other half after requesting legal advice on contract disputes. The contract was filled out by Ecotech’s sales person, with the correct measurements and wrong color. I signed it and that was all that mattered. No judge would ever look past that.
It took them about 4 weeks to send someone over to replace the window caps. I'm afraid it would have taken much longer if the original cheque had gone through.
The new windows are fine, they are well insulated and work as advertised. I regret having contacted Ecotech just for the way I was treated. They were rude, threatening and made me pay for their mistake without never apologizing for anything. A reputable company focuses on good customer service, Ecotech doesn't.
