Vancouver home improvement company solves member’s window delivery woes

Vancouver home improvement company solves member’s window delivery woes

Member Complaint

I hired EcoBest Home Improvements of Vancouver, Wash., to replace five windows and one sliding glass door. First off, a third-party company delivered the windows. They showed up in an open trailer strapped to a gate with no exterior protection. The windows are now scuffed and dinged.

The window delivery seems weird to me, because I was expecting the actual installer to show up with the windows and have them transported on a glass delivery truck.

The delivery men dropped the picture window and broke the external nailing flange. Due to this, the exterior corners of the window frame, which are exposed to the world, are damaged. My biggest concern is that the double-pane, low-E, argon filled glass pack is now compromised.

My wife called EcoBest, and was told that a representative from the delivery company would look at the damage. She gave no answer as to what was going to be done beyond that. The representative showed up a few days later and said he wasn’t concerned with the structural integrity of the window, because the glass wasn’t cracked. My wife said the two men didn’t even unstack the windows to fully inspect the damage.

That same day, the salesman whom we first dealt with called, because he needed us to sign more paperwork. He was shown the damage as well as a lock on the sliding glass door that was wrong. After seeing everything, he called the owner and stated that something needed to be done.

Shortly after the installers showed up, their foreman stated that they were not made aware that one of the windows had been damaged and was upset by this. They were also not made aware it was a two-story home, and that the windows to be replaced are on the second floor. They had no ladders with them. They left to get a ladder and never came back.

When we called EcoBest, they said they fired the installer and apologized. I also didn’t get the exact products I ordered. I’d like to have the picture window replaced with new glass or receive a discount. I’d also like them to get the sliding glass door and bring back the door I ordered with the cylinder lock.

Brad Slate, Troutdale, Ore.

Provider Response

We deeply apologize for the project starting off badly. The manufacturer has taken full responsibility for the dropped window and has issued a large rebate that will adjust the final balance of the project.

In the customer’s favor, the manufacturer not only dropped the window, but also dropped the ball on their ordering process. They sent out a few windows with an upgraded frame, which our customer likes.

We’re demanding that the manufacturer take back the original remaining windows and send out the upgraded windows at no additional cost. As a family owned business, we try to stay closer to our customer’s needs than your larger corporations. The manufacturer dropping the window, not having it protected during transportation, and not having good customer service skills all reflects back on us. However, we’re doing everything we can to make sure the end product is what our customers expect, and more.

Mike Puranen, general manager

Status

Resolved

Have a complaint?

Our Angie’s List complaint resolution team attempts to mediate disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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