Brookstone Windows & Doors

Windows & Doors Installation & Service
London ON N6E 2V2
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Reviews for Brookstone Windows & Doors

Average customer rating:
7.9 10 (11 reviews)

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Thomas
Thomas
1 review Waterloo, ON
4/10

Great windows but poor installation and service

We had our windows changed by Brookstone Windows and Doors.

In June 2021 we had a sales representative in our home. He evaluated all of our windows and said that except the three windows in the basement, all would need to be changed. We accepted the quote and he promised to have the installation by the end of August or September. The contract contained 15 openings with various sizes and types of windows, including a big front window with 3 panels and an arch top for $36,000.

Unfortunately there was a little delay and they installed most of our windows by October 14th. The front window still hadn't arrived by this time, so we had to pay for the rest and wait for that to be installed. It finally arrived and got installed on November 1st, when we paid the remaining amount.

We have mixed feelings about the whole process. I'll start with the positive things:

- We like the windows, they seem to be good quality
- The installation went relatively well, the installers were nice and friendly and addressed our questions, they also cleaned up pretty well after their job (more on this a bit later)
- They seem to have a nice lifetime warranty
- I wrote an email to the CEO of the company and he called me back to address our problems

Unfortunately we had some things that caused a lot of frustration:

- After the first set of windows were installed, we realized that for some windows we lost glass surface. The frame itself got wider and as a result we ended up with darker rooms. It would have been nice to communicate this with us before we signed the contract. Also, when I brought this up with our project manager, she assured me that she'll take care of it. She never called back to address this and when I did call her, she told me that they cannot do anything about this and quickly changed to discuss how I'm going to pay.

- To install the huge front window, they only sent two people, they struggled a lot to lift that heavy unit in place, damaging it in the process (to be honest I don't know if they did it or it came with the damage but I assume the scratched were created when they dragged it over the roof)

- After a week or so we noticed a brown spot in the corner of the front window, a leak. First they sent the same person who did the touch-ups on our other windows previously, who did some investigation and added some extra sealing. After a couple of weeks, we observed that the spot was growing. They sent back the crew who installed the windows and they added some more sealing. After another couple of weeks the spot was still growing. The crew came back again, opened up the trim and realized that there was not enough foam added to the inside which resulted in a condensation. They tried to fix it and for some days the situation was improving, the wet spot started to shrink. After this we painted the trim and thought that all is fine but unfortunately the brown spot is coming back again. Fortunately they agreed to fix it and will carry out a proposed solution in the coming week.

- A couple of weeks after the installation Brookstone called us and said they would like to come back for a quality inspection. I mentioned these problems but they did not seem to care, the person didn't even look at the scratches I mentioned above. This was not a quality inspection but an opportunity to sell us or our friends and neighbours more windows. We said that we didn't change the windows in the basement because at the initial assessment they were deemed to be fine. We agreed to have another sales person come and inspect them again. This time we were told that two out of the three basement windows are in bad shape and need to be changed... And we received a quote. We got really disappointed to learn this and also, as we used a government rebate (or at least tried to, did all the process but still waiting for any kind of feedback from the government) for the windows, we would now not be able to use them for the basement windows

Review has 1 previous version
Approximate cost of services:
$36,000.00
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Do not recommend
Do not recommend
0 reviews St. Thomas, ON
3/10

Overpriced, underwhelmed

Poor installation - doors misaligned & contact each other. Company had 3rd party company come to fix, but the issue persists leaving a large gouge. However the 3rd party replaced the "cheap" insulation originally provided by Brookstone with a better quality rubber.

Approximate cost of services:
$6,500.00
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Front Door
Front Door
0 reviews London, ON
10/10

Front Door Purchase and Installation

The sales person was excellent (knowledgeable and great suggestions). He recommended a larger door and sidelights (rather than 2 doors). Installation was well done. We have received a multitude of compliments on the look of the door. I would give them 6 Stars if possible!

Approximate cost of services:
$5,800.00
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Penny in London
Penny in London
0 reviews London, ON
10/10

New bay window

We had a new bay window on the front of our house which dramatically improved the appearance of our house and the staff did an excellent job in the instulation.

Approximate cost of services:
$6,000.00
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Stephanie in Toronto
Stephanie in Toronto
1 review Sarnia, ON
10/10

Custom Basement Door!

Toni gave me an awesome quote and was great at communicating the whole process to me. I needed a new custom basement door because the old one was 100 years old and literally had holes in it. It needed a custom fit, which was pricey but necessary. I contacted another company for a quote before I called Brookstone, not only did they quote me a much higher price, but they told me they’d go over the details with me when my husband was present, even tho I told them I was the ‘project manager’ of this renovation. Toni went over all the details with me on our first meeting, and understood I wanted something plain and cheapest available for a door no one sees and is seldom used. The installation crew was fast and worked very cleanly, they even were careful with the original mouldings around the door and reinstalled them when they were done. My house is warmer and we don’t get snow drifts on the basement stairs anymore. The company was very careful with mask wearing, even the installers, it’s a very ‘covid safe’ business to work with.

Approximate cost of services:
$2,400.00
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red door
red door
1 review London, ON
10/10

fibreglass front door

Brookstone kept us informed as to when the installation would be. Three young men came to install and they were efficient and professional. I appreciated that their language was clean. The actual door seems to be of high quality and works well. So far we are pleased with the door.

Approximate cost of services:
$2,700.00
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Private User
Private User
Private User reviews Dover Centre, ON
0/10

Rude customer service

Rude customer service. Did not even introduce himself to me or once acknowledg my presence. He only introduced himself and acknowledged and directly talking to who he assumed was going to be paying for it. like I said he didn’t even acknowledge my presence. Clearly just there for the sale

Approximate cost of services:
$0.00
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rottiheaven in Toronto
rottiheaven in Toronto
0 reviews Windsor, ON
10/10

Great company

Great company to work with. Installers were professional, friendly and tidy. Would highly recommend this company!!

Approximate cost of services:
$5,600.00
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Gordon
Gordon
1 review Hamilton, ON
10/10

windows purchase and installation

We are very pleased with the installation. The installers were polite, unobtrusive and efficient. They left the house spotless. We highly recommend Brookstone services. Moreover they were very flexible with payment plans being anywhere from cash payment to generous financing terms. Thank you Brookstone

Approximate cost of services:
$9,000.00
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Company Response

Wow, thanks, Gordon! That's excellent feedback! We're always at your service and so happy to have given you the options and terms to make this work for you! Thanks again very very much!

Private User
Private User
Private User reviews Windsor, ON
10/10

Great service and price for replacement doors

They replaced all the back doors of my 4-plex. They did an amazing job. Very professional and a job well done. Also, their pricing is the best I received in all the quotes. I advise everyone to get them to do the job. Thank you Brookstone for the amazing doors and a job well done.

Approximate cost of services:
$7,200.00
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Company Response

Thank you so much! We are so very happy you had such a positive experience with us! Thank you for entrusting with your renovation project! We are always at your service!

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Brookstone Windows & Doors

Brookstone Windows & Doors is a local, family owned, and operated home improvement company serving homeowners throughout Southwestern Ontario. Built on a culture of excellence and integrity, our company is committed to providing our customers with durable, high-performing products, expert installation, and friendly customer care.

Our industry Best warranty....non-prorated, for as long as you own your home (and transferable) on parts and labour. Simple .

Serving all of Southwestern Ontario including Windsor, Chatham, Sarnia, London, Brantford, KW - Cambridge, and Hamilton and all communities in between.

CATEGORIES
Windows & Doors Installation & Service
PRODUCTS
Residential Window and Exterior Door Sales and Installation
SPECIALITIES
Replacement Windows and Exterior Doors
WEBSITE
https://brookstone.ca
YEAR ESTABLISHED
2014
NUMBER OF EMPLOYEES
58
RETURN POLICY
See Warranty
PAYMENT METHOD
Cash and/or Many Financing Options available
MEMBERSHIPS
SAWDAC
LIABILITY INSURANCE
Yes
WORKERS COMPENSATION
Yes
WRITTEN CONTRACT
Yes
WARRANTY TERMS
True Lifetime, Transferable, Non-prorated Warranty - the best Warranty in Canada.
Company profile information is not moderated by HomeStars. Ask the contractor to verify before hiring.