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High quality product - with a high price & high pressure sales tactics (& no flyscreens)!
**CAUTION: they have twice refused to return our 20% deposit (to replace 4 windows + door) when requested via email and phone within the ACL's cooling off period of 10 business days - stay tuned for update... **
* Update: all our requests for a full refund of our deposit under the ACL's cooling off period were politely but firmly declined by the sales rep via phone, after allegedly consulting with his superiors. My email to the office went unanswered. After confirming my rights with Consumer Affairs Vic (see below), I rang the office and aske...
Expensive, variable installation quality and repeated call backs for repair
The quote process with hard sell and sexist questions are true - as per other reviews. But I succumbed to these expensive windows, which I had installed over three separate installations. The first order and deposit made in January 2020, was for four windows (you get a bigger 'discount' if you order four). However when the guys came to install them in April, there were only three windows. Apparently the surveyor had neglected to order one of them. I was required to complete the payment for all four windows on the day, even though one had not ev...en started manufacture. I was given a discount in order to complete the payment. I then had another 20 weeks to wait for the fourth window, holding up other work on my renovation. A second installer came to install the window when it finally arrived. These two installations appeared to be reasonably well done and insulated except caulking was not done above the kitchen window. At the time of ordering the replacement fourth window, I ordered six additional windows and a laundry window and door. The installation of these was exceptionally poor. I asked for the lower architrave to be left off as with previous installations (as I will install it after the floating floors are installed), however after these windows were installed in October 2020 the house was freezing! The insulation around the windows was terrible, with gaps between the windows and bearers (pictured). In one window daylight was visible though the insulation (pictured). Trim had been removed from the outside between the window and eaves, the trim was broken and a gap left between the installed window and eaves. When I complained to a manager about the quality of the insulation he said that they don't insulate to the bearers! My house has foil insulation and I have had insulation pumped into the walls and installed underfloor. Given the window size of replacement windows is reduced so they can fit them in easily, without proper and full insulation around the window, the only insulation around the window is the architraves, which is insufficient as a form of insulation or noise reduction - very poor indeed given what I paid for and what is advertised as high quality noise and thermal insulation! A repair man came to improve the expanding foam installed, but I ended up completing the job after he left with more expanding foam and insulation. Three days after installation, the laundry door would not lock, so the house was unsecure. I called for a repair, which was not able to be offered for three days, leaving me feel quite vulnerable during that time. The repair man took the door apart and it locked after that. A couple of weeks later on the Monday afternoon before Melbourne Cup, the same thing happened again. I called, but the office had gone home early, so again it was another three days before someone could come and fix the door so it would lock. This time lots of 'spare parts' were removed. At the same time one of the windows was jamming on closing - within month of installation - and it was fixed, but still hits the side of the window on closing. The door has worked for five months now, but I've been very nervous about it happening again. I have since had a security screen installed with the sister company - the only company that you can use to keep your warranty. And of course this comes at a premium price! Do your research - get other quotes before you call this company, knowing it will be expensive, with hard, sexist sell, time consuming, a long delivery time with the risk of poor installation and the need for repair calls. They have a full time employee who goes around doing repairs - but don't dare mention that you expected better for the money you paid, as apparently he tires of hearing it everyday day!
Great but expensive product with archaic sales process and very poor customer service
We have now purchased windows from Ecostar in 3 lots over the past 4 years. The windows do what they say and what we needed, reducing heat gain or loss and reducing sound intrusion into the house. I was only home for the installation the 3rd time (now working from home). The technicians undertaking the installation appear competent and fairly tidy about their clean-up inside the house, although a bit rough about where they set-up their drop saw for trimming timber, leaving sawdust through the garden.
I have been constantly disappointed with...the archaic high pressure sales tactics and long-winded discussion that HAD to occur for each sale in our house. They insist you must have their salesperson in your home for 1-2 hours. The salesperson takes some measurements and puts together a quote, but spends a lot of needless time talking about the company and the manufacturing process. The Salesperson puts the quote together and then tells you about discounts available, including an extra one which is only available for you if you sign-up tonight. My initial reaction the first time was to tell him to go jump, but my partner wanted to proceed, so we did. These same high pressure tactics and waste of time in your house were still required for subsequent orders (of course, once we had some of their windows, we needed to go with them again to ensure the windows all look the same). In the 21st century, we should be beyond inflated prices that are specifically designed to allow for discounts. The other area of complete failure for this company is customer service. There is almost none. Their office can't provide information when you ask for it and are very poor at returning calls or emails. Once the windows are ready to go they are very pushy to get them installed just as quickly as possible, but up to that point it can be very hard obtaining any updates. As someone who has worked in customer service for 20+ years I just cannot fathom how such a company can survive with such an uncaring attitude towards their customers. Shop around and I'm sure you can find a better solution of equal quality for less cost and far less issues
Placed our order on 26 October. Still waiting. Communication from the company is not great - we have now made monthly calls for the last 3 months. I hope they are everything they promised.
Beware of Ecostars Sales Tactics .
The windows and installation were great; but that's where the positives end. This company uses high pressure to sell their windows. In doing so they no doubt make a huge profit as people get over-whelmed by the tactics they employ. Be warned - before having them come and quote make a COMMITMENT with your partner not to sign a contract no matter what discounts and incentives they offer to get you sign before the salesman leaves. Hold out for a much better quote at a later date. Just read the negative reviews on this website as they consistentl...y criticize their selling techniques. Ecostar always responds by saying "our sales practices are not for everyone" but believe me their high pressure tactics are not for anyone. Just read the negative reviews - Ecostar is rarely in the wrong according to their passive aggressive reply's. Another thing; based on personal experience it seems they don't check the windows for faults / breakages before installation day so if something is wrong it can be a few months before replacements arrive from England. In our case they pressured us for full payment yet the job would take months before it was finished.
High end product
We had to run the gauntlet of a totally excessive sales routine for 3 hours and the installation was three months late but the product and installation were excellent. They are expensive but high quality if that's what you're looking for.
Inflexible, outdated, interminably long sales technique
Seemingly a very good product but the sales technique needs a complete re-think. The salesperson was a very pleasant, personable guy but it was clear that he had a script and he had to adhere to it. 3 hours later... the torturous script complete with endless laminated sheets finally ended. Then the routine of a discount that will only be applied if you sign on the spot was rolled out. This was backed up with a pre-arranged fake call to the boss for even more discount to be applied. Massively overpriced even with the discount. I suspect that t...his feedback will fall on deaf ears based on the defensive responses to other people’s reviews. Clearly Ecostar knows best in all matters. We had 3 different companies quote on this job and the other 2 companies understood that we were experienced renovators, had already read the technical specs online and adjusted their pitch accordingly, and were in and out in 30 minutes. We are happy with the company we chose and at a much more competitive price than Ecostar.
Premium product and quality service
5 Star initially then 3 star (read on... I know it's a little long)
Firstly we want to say that the quality of people we have engaged with throughout the entire process has been fantastic! We felt that looked after every step of the way from the after sales service/support answering all of questions throughout the months (thanks Jared) and to the super efficient installers that were as professional as they were delightful (Matt and Ollie)!
Wonderful personalities, each and everyone; it is great to see a company treat it's customers in high reg...ards even after you have signed away on the dotted line. The end result is schmick and we will be saving up to get the last three windows done. We think anyone will pleased with the quality product and service received. We noticed a lot of the 1 star reviews were regarding the sales presentation (and none actually got the product), and we get it - it is long. The product is in the upper tiers price wise but so is the actual product and service you get with it, and the presentation shows you why it is worth what they charge along with the peace of mind that comes with it. --- 3 Star bit below --- [update]: I'm late in posting my update here but originally I rated it all 5 stars as per my above comments. But I noticed some split weatherboards about a month after the installation; not sure if the heat expanded the wood and made the cracks bigger? But contacting the after sales area was absolutely horrible, the lady on the phone didn't want to entertain my query at all. Said that I signed the "workman ship" form on the day and therefore my fault; I don't know about you but I'm no carpenter and didn't know what to look out for. I called multiple times and I just wanted someone to come out and see the damage but they only wanted digital photos. The sales person tried to help me and get his boss out but ultimately it was the wrong area. The after sales component was atrocious!! When you are paying several thousand per window you want some quality customer service instead of not even wanting to send someone out to have a look - appalling. I had to pay a carpenter $600 to do the repairs (mates rates), other quotes were over $1000; just more out of pocket. Everyone should post their quotes on this website so people know the prices they are expected to see and compare.
Sales Technique too much
Can't fault the sales pitch. Very nice man who explained well. But by the end of the three hours WE were glazing over! And don't expect any discount, advertised, unless you commit AT THE TIME. We didn't and so, in front of us, he rang his office (he claims, but it might have been his wife!) and told them that he had told us everything expected of him but that we weren't buying. Obviously a technique intended to embarrass us.
Pressure sales tactics and installation delays
Sales tactics are very similar to a car salesman....'hold on, I have to ask my manager if you can get a discount'...or...'discount is only for today if you sign now.
My installation date has been delayed...salesman said installation in 3 months...but management says contract says installation could be up to 5 months....so be aware of delays.
The good, the bad and the dangerous!
Just had windows and two doors installed by Ecostardoubleglazing.
Excellent installers who were on time efficient and professional
Fantastic windows that are professionally built and installed.
Eliminates the condensation that I was getting on inside of glass
Reduces, not eliminates, the outside noise,
Improves insulation, should reduce heating and cooling costs
Salespeople who start very high and know all the tricks
No provisions for fly screens as they are a UK product. This is Australia! ...
old fashioned, high pressure sales techniques make me suspicious of the company
Do not speak to these guys unless you already have other quotes for direct comparison.
Their sales process is from another era, like selling vinyl cladding to OAPs in the '80s.
The patter at the end of the 'consultation' is classic high pressure, get a signature at any cost, buy now for immediate discount, which when rejected will be followed by "there's a price rise on it's way...and..we can magically offer you an extra 10-15% off.. and...I've got to ring my boss and speak loudly to him and he'll speak loudly back and pretend to offer an add...
Be prepared to wait
Apart form the expensive windows in the first place, the wait for them to arrive was explained from the start. Ok a 15 week wait for them to come from England. The insulation was great, quick, tidy and professional. But when I pointed out I didn't get the correct product installed I was told its not possible to get what I was originally sold. After many calls they said they can fix it. 3 months later and I'm still waiting for the fix. They will not get a look in on other replacement/extension job, that's for sure!
3 hours to quote for one window costing $10,000 with 4% discount if you sign up right there & then is enough to put anyone off buying!
I guess we are just Unlucky
We signed the contract in Jan 15 then had the windows installed in Feb/Mar I think. They came with a quite expensive price tag but we thought it'd be a good investment in a long run. Generally speaking, the windows were good. The quality was good; the look was amazing; the technical/installing team was professional and thorough. My husband and I were both very pleased with the result.
However, as days got warmer, we recently realised we needed the fly screens. Hubby recalled that at the initial assessment, we asked the sales rep about it. ...He said they use the magnet ones and we can put it on the order so that it would come with the window. We were OK and happy to do that. Hence the request was put in the contract and we paid the contract in full. We know "remembering" doesn't mean anything therefore we went thru the documents' box and found the contact. Here comes a mixed result. On the contract, 2 windows had the fly screens included but the other 2 window didn't. (guess this is the lesson for us all to learn that before you put your name down on the paper, know what you are signing) We decided to bite the bullet but still ask for the 2 screens ordered but didn't turn up. Emailed the support team but got told - " Thank you for your enquiry, Sales has passed this to me to explain. You have not been charged for flyscreens within your contact as we do not supply them and have to source them elsewhere. If flyscreens had been included it would have had to be shown separately in the total figures. but items 3 & 4 say Flyscreens this should read reveals as per the other windows. The Salesman has ticked this box in the software by mistake, all windows have reveals. This should have been picked up at out end earlier and I do apologise, If you have any further please do not hesitate to contact me" When I future asked if the company can quote and order them for us, I was told to DIY.
Questions & Answers
What is the BAL rating of your double glaze windows?
Hi Philip , As we live in the middle of a suburb that has never seen a bush fire , l considered the BAL as not applicable, You could contact Ecostar directly to acertain your individual requirements.
We are fully tested and compliant to BAL 40. We also comply to BAL FZ as long as external BAL FZ steel shutters are fitted.
Any more info, please call 1300 ECOSTAR
The Ecostar Team
I am only interested in noise reduction as I live on a busy road. Could you provide the RW rating of your various products?
Sorry Peter, we missed this question. Our standard double glazed glass unit will eliminate 80% of external noise. If acoustic glass is used in the unit, them almost 100%.
The Ecostar Team
How much does a standard room window cost?
Ni Idea Bernard. I didn't buy the windows.
There are no standard room windows. All Ecostar double glazed windows are individually made to measure for maximum thermal efficiency and noise reduction. The price for the window depends on your choice of design, opening option, double glazed unit spec, colour and much more. That is why we offer free quotations in the comfort of your own home. When you have made your choices, we will leave you with an itemised quotation there and then. To arrange a free quote, call 1300 ECOSTAR.
2 windows 2.4m wide each - $17,000 - after sales discounts ringing boss etc $8,900
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