Salesman was good, fair and on time. Customer service is terrible. Ordered windows in March 2021 and was told a 8-10 week turn around. Given no updates during lockdown about delays. Had to reach out myself to customer service to get minimal answers. Project coordinator has not returned phone calls or emails for weeks on multiple occasions. Still don't have have installation date and windows not even made yet. It's been 15 weeks. This has now delayed my mainfloor renovation with my contractor which means I am out of my house for at least an additional 2-3 weeks because of this. There have been no explanations given and no one seems in a hurry to address my concerns. I have also emailed Brock Windows customer service email directly and still haven't heard back in 3 days. I'm very disappointed as I've used them in the past and as a returning loyal customer I thought I would have been treated more fairly. I will not be using them for future projects again after this experience.
- Approximate cost of services:
- $7,200.00
- Company Response
Hi Allison,
We're sorry to hear of your concerns with your window replacement project. We understand you have experienced delays in scheduling your installation date, and for that we'd like to apologize. We have been working alongside our manufacturer to ensure your products arrive on schedule and do see that your project coordinator has been in communication regarding these delays.
It is incredibly important to our organization that our clients feel heard, informed and satisfied with their experience, we'd again like to extend our apologies for not meeting your or our own expectations in this regard.
We appreciate your feedback and will utilize this to better our services to our valued clients, and look forward to the successful completion of your home renovation.
Kind regards,
Brock Doors & Windows Ltd.