“Accesible” access fail! Terrible customer Service
Buyer Beware!!! Terrible Customer Service! This company does not honor its warranty. Relentless in pursuit of sales but completely hands off when needing warranty or service.
I am a full time wheelchair user. My wife and I bought our dream home and were renovating to allow seamless access for me to access our new home. The sales representative assured me that Ecolines product were affordable and was able to provide the low to zero barrier access I required to access my home and assured me the doors would be leak free and well insulated.
After waiting for almost 6 months for our door we were told that the order had to be rebuilt as it was shipped with damage. When the doors was installed I noted that the threshold angled into our home and was told that it was designed that way for my requested access and that there were no issues.
After the first rainstorm of the season we noted a substantial amount of water coming under the door and requested warranty service. We had a technician come out and I pointed out the water damage to the casing and the water coming from under the door. I was told there was a seal issue with the windows in the door and that the water wasnt coming from underneath. Again, I showed them the photos and was rebuffed. The technician replaced the window seals and then left. The following rainy weather again we had water coming under the door. The same technician came out and tested the door and saw the water coming under the door and called the office. They had a long conversation in Ukrainian and to which I was told the office would call. I heard nothing for months and had attempted to contact the service email and received no reply. I finally got an email stating that they would no longer be able to help me and told me to alter our roof line to mitigate the leaks.
I had an independent contractor come in and assess the issue and he advised me the door Had been installed backwards and was not installed properly and that if they wont honor their warranty that I should retain council and pursue legal options
- Approximate cost of services:
- $5,000.00
- Company Response
We appreciate your taking the time to provide us with your feedback. We regret that our service did not meet your expectations. Our service manager has attempting to contact you on several occasions with a view to addressing the concerns you raised in your review and finding a solution. Please contact us on 780-628-2915 when you are ready to discuss the matter further and ask for Paul.