I ordered new windows and they were installed ahead of schedule. The Installers were professional if a little lax when it came to mask wearing.
Everything was fine with the install except one small issue with one window. No big deal. I used a Credit Card for the original $2,000 deposit. 6 weeks later I paid for the completed job with my Line of Credit ($5700). They had for some unacceptable reason retained my original MC info and wrongly charged that account. OK mistakes happen. I called immediately (Nov 12) and left several messages. No response. Called again the next day and no response. Later that day Brock's Service Dept called me to arrange an appt to fix the problem window and I asked them to transfer me to the Accounting Dept. After explaining the issue the gentleman I spoke to assured me the issue would be fixed immediately and he would confirm by email. It is now Nov 17 and nothing has been fixed. I am overdrawn on a MC I use for small expenses, have been charged an overdraft fee of $29 and probably had a notice sent to the credit bureau. All because of a mistake that shouldn't have happened and once notified should have been fixed immediately. I am very unhappy.
- Company Response
Hello Mr. L,
We would like to again extend a sincere apology for the misunderstanding that occurred relating to your method of payment. We understand that you've been in communication with a member of our Finance Department, and that the refund has been issued to your MasterCard. We're very sorry for the undue stress this has caused you and look forward to you seeing this reflect in your account within your financial institution's designated processing time.
Brock Doors & Windows Ltd.