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...
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.
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.
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.
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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.
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! ...
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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