We contracted Brock on 2017/11/30 to replace a dated patio slider and two small single-pane fixed windows by the fireplace in our 1923 semi. Installation took place on 2018/03/26. Overall, I would like to share that I am quite pleased with the product from North Star but regrettably disappointed with the installation from Brock and the subsequent follow-up service, or lack thereof.
Beginning onsite, we encountered an issue with the installation of exterior flashing on the patio door with exposed unfinished and sharp edges of flashing. After challenging the contractor onsite and being met with 2-3 minutes of excuses, the contractor produced a solution and the issue was fortunately resolved to my satisfaction.
After the installation contractor departed, we had further concerns with insufficient use of spray foam/insulation and levelling shims on the patio slider, and after taking a level to the windows, finding that they are not true/level. When challenging the contractor onsite, we were met with rude lip service and dismissed immediately.
Lastly, after paying a premium for interior colour finish, the contractor completed a sloppy touch-up pen job and we were told after 4-6 hours drying time, it would be unnoticeable. Needless to say, the issue didn't go away.
Brock did send a remediation contractor who firstly confirmed my three issues were valid. He cleaned up the touch-up paint issue to our satisfaction. The contractor also insulated and shimmed the door, but did not reinstall it and after 8 months the door has a difficult time locking appropriate due to the botched installation. Brock never did resolve the unlevel/plum windows but I was told the office would contact me as the contractor was out of time. It also became clear the remediation visit was self-serving: the contractor took several pictures to go back to the third-party installation contract and make a claim. Knowing that, I had clearly and justly asked for compensation at this point, knowing the contractors have been onsite for the purposes of taking photos of the issues for recovering costs from the installation contractor.
Natalie in the office subsequently committed to getting back to me on May 3rd re: "customer satisfaction" opportunities and failed to do so. After weeks on end of unreturned emails and voicemails to both Natalie and Samantha, I regrettably gave up mid-June with no further options but to share my experience with everyone I know.
Should Brock choose to respond to my review, please send me the refund cheque I have been asking for and am rightly entitled to, for the labour portion of my installation, and then we can talk.