Jeff from Willowdale

We used Brock because we wanted North Star windows and they were the only authorized North Star company for our area that is also WindowWise certified. We had 6 brick-to-brick bedroom sliders replaced by casements, and one long basement window replaced with two sliders. The installer measured the windows without removing the trim, so they ended up about 1-2 inches smaller than they could have been. Other than cracked plaster, an expected event, there were no problems with these windows. The living room window is another story. The flat living room windows were being replaced for a bay. This is a very large window, 12' x 6'. We were told by the sales rep that they use cables to hold it up, so we wouldn't need a support underneath. We were very happy about that, because we hate the look of skirts underneath bay windows. When the installer came to take the final measurements prior to the installation date, he never mentioned any problem with using cables. On installation day, the installer didn't use the cables for the bay window. When we asked him why not, he said there wasn't enough room between the top of the window and the soffits to do the work, But he said that there was enough of a ledge below the window to hold it up. We called John, the owner. about it. He investigated and called back and said that they would have to build a support and skirt under the window. We were very disappointed. A different installer came to build the support and skirt cover. He couldn't drill through the brick wall with his non-hammer drill, so he fastened the 2x4 skirt supports into the mortar (a no-no). We asked him if the sides of the skirt would line up with the ends of the window frame. He didn't give a clear answer and just said that it would look good when it was finished the next day (though we wouldn't be home). At that point, we should have insisted that he come back when we were at home. When we got back the next day, we were most upset. They used recycled vinyl siding which looks grey, not white like the window frame (bad enough), and the skirt doesn't line up with the sides of the window so it looks chopped off and stands out. Called the owner, John, about it and he insisted that's the way it should be and wouldn't listen to any arguments. The next day John and another person came over without calling. He said he saw no problem with the skirt. He also drove around and found a window in the area that he said didn't have the skirt the same width as the window. When we went out later we drove past that house. It looked horrible. It was some kind of cheap, amateurish, thrown together job. John should have been ashamed to use that as an example. We also showed John that the bay window frame allows cold air to blow in where there were large gaps in the foam insulation around the frame shims. He said that the air leaks came from the walls!! He said that he refused to fix any of this...that that was the way it's going to stay. He mentioned that the skirt was worth $425, as though we should be happy not to have to pay for something we hadn't wanted. (And the cables, which we paid for, he got to keep for some other job.) He also said we were too picky. (So remember folks, expecting a good job is being too picky.) He left and phoned shortly afterwards telling us to pay up at once - which we did. If you have a simple, straightforward job, Brock will probably do an adequate job. But be very careful with anything more than that. Customer satisfaction is definitely not important. It's a good thing that the trim wasn't put on around the bay window or it wouldn't have been so easy to see where the leaks are coming from. We're fortunate in that our handyman can seal up the leaks before the trim goes on. He also said he will fix the skirt size and replace the siding if we wish. But we shouldn't have to be doing this. That's the job of the installation company. As for the window manufacturer, North Star has been excellent. We found some scratches on two windows. North Star replaced them quickly and without question.

As very picky customers (we try to know as much or more than the person we hire if possible), we found Avenue Road to be reasonable. The clean up was not very good, we still find nails in gutters and the lawn (they should use a magnetic sweep - they didn't). On the plus side, the site supervisor had the crew fix things up the way he felt they should be (primarily the flashing), and they messed up the flashing on a bay window roof. However, they sent a specialist (who we knew to ask for) who came and spent a few hours redoing the flashing over that small bay window. During the reshingling, the crew let me go up and cut my own wood to fill in two old vent holes (why not), and did the entire job in one scorching hot day with only a lunch break (we provided ice, juice, and fruit drinks all day - sugar and cool liquids keep workers working...and happy). AR gave us no problems about the 10%, 45 day holdback, and though AR charges more than most, we were able to be sticklers about every detail on the contract without a peep from them. AR was up front to begin with, and we were willing to pay a premium for the honesty - note: we showed every estimator what we wanted in written detail, and still got quotes for jobs with incorrect materials/work.