Order #s202519/210427
We had the misfortune to place an order for extension (cut outs) of windows with Brock. It has been an extremely unpleasant, distressful and painful experience -from the discourteous installer to poor planning and poor follow ups. The installation which was to happen on Jul 06/21 is still pending till today Jul 28/21, which is three weeks overdue now. No one should have to go through this sort of experience that they have put us through.
A brief history of events –On Sales Rep (SR) visit for the order we mentioned our concern that cut out was below the electric outlets. He didn’t show any concern, even the Installer (IR) who came for the measurements did not mention the nature of work involved which according to “SR” he should have done. On Installation day Jul 06/21 “IR”shows up without a mask, he had to be reminded a couple of times before he put it on. It was in total contrast to the COVID procedures Brock had emailed earlier. Then he starts to explain what they would be doing and to our surprise he said we were responsible for moving the electric outlets .His demeanor throughout was extremely upsetting therefore, we asked him not to go ahead. We called the “SR” who we were to call if there was an issue with the installation, HE DIN’T RESPOND. Next we called the coordinator and explained the whole episode to her plus a request for a new “IR”; she stopped the installation at our request and said a supervisor will call us. We waited two days for the supervisor’s call which didn’t happen. We decided to put everything in writing and on record so we sent an email to the coordinator on Jul 09/21, of no follow up and what transpired that day and a request to refund our deposit of approx. $2,600. Till today there has been NO RESPONSE from the coordinator to the email and to a later voice mail. Out of desperation we emailed our concern to info@ Brock... on their website, NO RESPONSE ONCE AGAIN.
A week or so later the “SR” calls and informs us that they will send a new installer and give a credit of$ 250 against electrical works. We email our OK on Jul 19/21 with the condition that the new “IR” should come before the installation date and explain the work involved .SR emails to inform same day that the installation team will be in touch with us on Jul 22 or 23.As per norm no follow up, we inform SR on Jul25 of no follow up, guess what, evening Jul 28, no follow up from anyone!
To make things worse, as requested we removed our blinds and furniture before installation. The room remains without privacy and the furniture is scattered all over the house.
Regretfully, we have to post this because future customers should keep in mind what we are going through. We wouldn’t wish anyone such an experience. This has been an excruciatingly painful experience for us. We would just like our refund back now.
