Sales OK, Installation OK, Poor Post-Sale Support, Non-Existent Customer Support...
Pre-sales was great, sales person was friendly. Ordered a nice door and window unit with expensive finishings, probably over paid, but I liked the sales person.
Upon delivery, wrong parts were delivered - the specific finishings I asked for were not installed on the door. Unfortunately I noticed this after my old door and windows were taken down. Brock was not able to deliver on what I wanted - the parts were not available with my specific combination. It took months of negotiations and involvement with the BBB before it was resolved.
Since then, the product has since failed multiple times due to defects. I have had multiple service calls, problem is that each time it takes 3 to 6 months to get a replacement. Not only that, their supplier routine screws up orders - wrong parts, defective parts, etc. Also, service department is hard to reach, does not call back, takes weeks of phoning to get a status update. I've had to call service 3 or 4 times - so yes, I've spent years dealing with Brock...
Brock looks good up front, but Brock ultimately fails to deliver.
- Approximate cost of services:
- $10,000.00
- Company Response
Lucas,
We're sorry to hear that your experience did not live up to the expectations we set for our clients to receive. We'd like to ask if you could kindly connect with our general mailbox with further information pertaining to your file and any outstanding items you have relating to your renovation, as the information listed is not sufficient in locating your customer file.
We apologize for the difficulties you experienced, as this is in no way acceptable or our standards of service.
Kindly connect with us through info@brockwindows.com, and we will work towards a rectification plan. Your satisfaction is incredibly important to our team and we look forward to resolving this alongside you.
All the best,
Steavi Potter
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1-800-449-3808
info@brockwindows.com
Brock Doors & Windows Ltd.