Contacted Brock for a small installation to complete a kitchen renovation. Agreed to the quote on April 9th. Installation did not occur until June 11th!
Ordered an expensive door, with integrated blinds and multi-point locks for added security.
Upon installation, the installers complained that the door that was delivered was 2 inches wider than the opening!! They needed to cut out a wider opening in order to fit.
Here are the problems:
The door latches are now only secured to the door jam frame! This is the 1/2 inch inside wood frame. The bolts do not extend and further. The 2x6 stud was not replaced.
The door is out of true, such that the lower latch of the multi-point lock does not catch. You have to push the bottom of the door with your foot in order to latch it.
The outside finish around the brick opening is now some hollow plastic cap! I can't re-install the screen door as this cap is not structurally solid enough to support any hinge mounts.
That, and more. Just a very un-professional installation. It would appear as if this was the first attempt at a multi-pint lock door install.
The worst part is the customer service. I have called and emailed my concerns to the company, hoping that they would provide some sort of resolution. To date - NO RESPONSE AT ALL!
Phil Minuk - Sales Rep. Came into my home, made the sale. - NEVER heard from him again.
Dan - was supposed to do the exterior measurements. I don't know what happened.
Jim Wier - Customer service - No response or follow-up from call and email.
Sorry guys. You failed bigtime on this one.
I can appreciate that mistakes get made, but it's how you fix those errors that define the level of service.
No response? - Not acceptable.
- Approximate cost of services:
- $4,000.00
- Company Response
Dear Kevin we are extremely sorry with the mix up on your door sizing. Occasionally we do make mistakes and really wanted to make this right for you. We work hard at achieving customer service excellence and talked with you about the issues and resolution on the day of the install. The installation was not fully completed as part of that resolution. I know you were pleased with the windows and would have been pleased with the door had we been given a chance to correct things for you. We take your feedback seriously and are always looking for ways to improve.