Brock Doors & Windows Ltd.

Buyer beware. Our experience with Brock can best be summed up in this letter we have just sent the company:

Dear John,

It’s been 14 weeks since we initiated a window order with Brock, and for the second time now, the windows have been wrong. We need you to step in get this issue remedied immediately and own up to your company’s multiple errors, shoddy service and utter lack of communication.

On a recommendation by a neighbour, in 2013, we chose Brock Doors & Windows Inc. to install replacement windows on the upper floor of our home, and we were very pleased with the quality, speed and service. Based on 2013’s positive experience, we called Brock again for our remaining lower floor windows.

Our initial conversation and order was initiated in late April 2015. Four months, two salespeople (one of them being Michael Jr., who identified himself as the company owner’s son), four scheduled, cancelled and subsequently re-booked install dates later and we’re still waiting for our windows. Why? Because we’ve been told that twice now, order entry errors (on Brock’s part) have resulted in windows that were first, the wrong colour (original install date: June 27, 2015), and then today, upon our installer’s closer inspection, the wrong size.

We are extremely frustrated by Brock’s inability to deliver the product, unwillingness to acknowledge and take ownership of these consistent mistakes, and the total lack of communication. This is simply unacceptable.

Here’s what’s happened:

April 30, 2015 - we contacted Brock about the replacement of two simple windows.

May 7 - After some major communication issues with Sandy, we were visited by Michael Jr. to complete the order. Michael Jr. took our credit card information and charged us for the deposit.

June 27 - We were scheduled to have the windows installed, but were called at 7am by the installer, “Mike”, who told us the windows were the wrong colour and that we would probably have to wait another 6-8 weeks for new ones.

July 3 - Not wishing to wait another 6-8 weeks for an error that wasn’t ours, we communicated our frustration to Mike Jr., who said he would look into whose input error it was (Brock’s or North Star’s), how quickly new windows can be replaced, and whether Brock could offer a discount for the error. We never heard from Mike Jr. again.

Week of July 13 - Upon hearing nothing, my wife called Brock to investigate. Charlotte, in the scheduling department, told her that the “order entry error” was done by someone new at Brock. However, she said, the windows would be ready shortly (by July 22) although there was no availability until August 10 to get them installed by the original installer. Given the mistake, we asked that at least the installation happen sooner than August 10. Charlotte advised us to call Mike directly to fit us in and gave us his mobile number to arrange.

July 22 - My wife again called Charlotte to confirm if the windows had arrived. She said yes, but that they had been shipped to the Scarborough office as a mistake. My wife asked Charlotte to physically take a look at the windows to confirm if they are correct according to the order specs. Charlotte promised she would, and that she would coordinate to get the windows to be brought to Brampton where they should have been sent in the first place. Charlotte never called back to confirm if the windows were correct.

Since July 22nd, despite promises to come on various days, the installer (Mike) has attempted to fit us in, but has then cancelled four times on us at the last minute for various reasons (his staff member being sick, a family commitment, impending rain, a tire blowout) -- all this before we even found out that the windows were AGAIN incorrect.

This morning, August 8th, the installer informed us the windows are now the wrong size -- another “order entry” mistake.

This has been, by far, the worst experience we’ve had with any supplier to date and is in sharp contrast to the quality customer experience you claim to offer on your company website.

We need you to make this right immediately and live up to your stated core values:

“...each relationship we build should be comprised of the best, from excellent craftsmanship to unparalleled communication.”