Brock Doors & Windows Ltd.

In April of 2022 we reached out to Brock Windows and Doors with regards to an issue with our sliding glass doors. The inside panel has built in blinds, which had shifted and creating marks in the inside of the glass. The blinds have taken the glazing off the glass. The doors were still under warranty at the time we reach out. Several weeks later a tech came to inspect the doors and agreed it was a warranty issue and the door needed to be replaced. After numerous phone calls and emails to Kimberly Beare Project Coordinator, which were either not responded to,or the same response that they were checking in with the manufacturer. It was not until something was posted on social media that they took my inquiry seriously and I received a response in March 2023, which they booked a tech to come out on March 27th,2023 with a replacement door. The tech showed up with the door, but was having issues with the installation of the door as it was not lining up. The coupler was taken off the old door and he tried putting in on the new door, in the process of this it was broken. The door was still not lining up and was not shutting without some effort.

On April 13,2023 another tech came out to look at the door and noted on his report the coupler on both the old door and new door was damaged by the previous installer and on inspection of the new door it was noted the panel was made wrong it was crooked. A new door had to be ordered.

We received an email from Kimberly on July 2nd 2023 saying they were working with the manufacture and would get back to us soon, the next email I received was on July 7th saying the new panel is being shipped and could we book an install date, I explained we were heading to the cottage and so I wanted to book something for early September.

We then noticed that the other panel was also showing damage to the glazing and the blinds had broken inside, we were not able to open or close those blinds. An email was sent to Kimberly on July 15th 2023, she did not get back to us until July 28th asking for pictures, these along with a video were sent and Kimberly did acknowledge receipt of these.

After we returned from the cottage I sent her an email letting her know we are back and could we please book an install date and I was asking for updates in regards to the other panel. This is where all communication STOPPED.

We have tried emailing several times and now when I call Kimberly my calls are forwarded to another employee who refused to put me in contact with her.

We have since found the email address of the Director of Operations, Olena Kotykowa. I emailed both Kimberly and Olena on October 4th and have not received any response. My husband has tried reaching out to Olena on Linkedin and again no response, also to note we have emailed Kimberly several times between July 28th 2023 to today.

Brock Windows arrived this morning by 8:00 a.m. ready to install my need windows. I only order 3 this time, as they were the largest three in the house. The guys did a great job installing the windows, making sure that all the old materials (installation, glue, wood) was removed evenly and then installed the new window. The first window was very heavy as it took three guys to lift it into place, and they struggled a bite, but nothing was broken. They workers cleaned up their mess and were able to leave within a reasonable time. 3:00 p.m.

The sales representative was very helpful. As he assisted me in making the right choice for what I wanted in a window. Bill arrived on site just before the workers left for the day, making sure that everything was up to code, both company code and industrial code.

We can't say enough about brock windows, Phill our sales associate was so helpfull right from the start. He kept in contact with us through every step. Kevin and valad are the installers we had and the attention to the little details, you would have thought it was their house. The job was to take 2 day and they were done in 2 days.

The doors are beautiful and installation team was professional. Show room and Sales Representative was very helpful during process.
Doors are solid to resist heating and cooling lose.

The professionalism and courtesy from all who were involved in the job was excellent. I would highly recommend this company to everyone who requires any replacement of any product that this company deals with.

I contacted Brock Windows to replace my patio door (sliding door). I was really impressed by the whole process from my first call up to the installation including the payments. It was by the book. The employees at Brock Windows are very professional and courteous. You enjoy doing business with them. The contactors who came to install the door were also very professional, helpful, clean, helpful, very attentive to details and the finish. I would definitely recommend this company.

I just had new windows installed by Brock Doors an Windows Ltd. The did a great job. My experience with this company was wonderful from start to finish. My sales rep Phil made great recommendations and I couldn't be more satisfied with the finished product. The installers were so efficient and accommodating and did a thorough clean up when finished. Thank you Christian and Videa (apologies for spelling).
All in all, a terrific overall experience with the professionalism I received from this company. I would recommend them without hesitation.
Linda

Disorganized, incompetent, horrific customer service, expectations were never met. Windows/doors misplaced, arrived damaged, wrong glass installed. They were to drop off the correct glass NEVER happened. Sales rep Phil was inept. Excuse for everything was, we were bought out by Americans who only care about the bottom line. I suspect with this kind of customer service they wont need to worry about the bottom line as they will go broke shortly. Nancy

Another month goes by and no glass, no response to our window and no Philip how can you defend him? Hes incompetent

Multiple installation issues discussed with tech day of installation, installed in Feb 23, resolved June 23, pushed us to the manufacturer and Brock washed their hands of us. No follow up to see if we were being serviced post installation.

Loved my main floor windows so much I came back to replace remaining windows and sliding door. Brock Windows provide quality service and craftsmanship and stand behind their products. The installers were on time, clean, efficient and friendly. They're a wonderful upgrade to my home.