We had to replace all the windows in our home (20 in total). My husband met with several companies and we choose Brock based on price and the speed in which they said they could deliver and install. We started the process in late September and it was our intention to have the windows replaced before the holidays... Brock was very competitive on price and assured us delivery and install would happen in early December!
We provided them with a deposit to order the windows and were told we would be contacted for someone to come in to take exact measurements and place the order. At this point our sales person (Brian) became difficult to reach and began referring us to a coordinator at the office. It took 2 weeks to get someone to come in to do this.
By end of November, early December we had not heard from them so we started calling to try to arrange the installation. I personally left 4 messages with no response. We finally heard back and got an install date for mid-January. While this was well past the date we were originally given, we just wanted the new windows and we were told the actual install would be 2-3 days maximum.
It is now two weeks later and there was still someone here last night working on the outside. The original crew who showed up to start left after 3 days, accomplished very little and never showed up again. A new crew was arranged to come in the following week and we were told by the new crew that that had to redo the majority of the work as the first crew did not properly install them.
We were given no priority as the crew working with us had to finish other jobs they were assigned to before they could return to complete our job. The installer who has been working with us has been very good and very helpful but ultimately takes direction from the coordinator.
We have asked for a discount but we were offered a new door. I am pretty sure we will never see a new door and will push for a discount.
Buyer beware... this company will under cut on price and promise to meet deadlines but you get what you pay for. If you want the cheapest windows and a big hassle dealing trying to get them installed... this is your company! Otherwise, run the other way!
- Approximate cost of services:
- $15,000.00
- Company Response
Cheryl,
We understand your hopes of having your windows installed before the holidays. It is unfortunate that we could not, due to unforeseen circumstances, have them installed in a timeframe you were hoping for. This can not and will not excuse us, but we were at that time going through a transitional period with coordinators, and unfortunately the communication might not have been up to its usual high-standards.
We have the start date in our system as January 18th through till the 20th, and due to required service as a result of an unfinished job we had another installer visit your home last night to correct anything left unfinished or of concern. All installers within our company take direction from their coordinator, if they did not they would have no coordination of how they would complete their work in a given timeframe.
We have absolutely no record of a door being offered to you at any given time, that unfortunately is not something we have ever offered clients to compensate for any inconveniences in the 27 years we've been in business, we wish to know who you spoke with that offered this to you & your husband.
It's unfortunate that you find our products to be low quality, but we guarantee that we provide one of the highest quality windows & doors in the Canadian market. We tried to offer you affordable pricing, for a very high quality product but unfortunately could not satisfy you.
We're glad you found your second installation crew to be very helpful and we wish we could've done more to satisfy you and your husband, you are absolutely right that you deserve a fast and friendly flow of communication throughout your project but given the transition of coordinators some communication was lost and for that we're sorry.