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.