Brock Doors & Windows Ltd.

Rating: 4.6 out of 5

Brock Doors & Windows Ltd. reviews (2820)

  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 12 Dec 2016

    Great product, efficient crew, very professional

    This was the second time we used Brock Windows and we will use them again. Both times, the experience was wonderful, start to finish. The first person to help us both times was Dorian Ciupac, who met with us and discussed each project fully, providing us with great ideas and advice. Both times, the crews who did the work were efficient and professional and left our home in pretty good shape, given the amount of dust that window installation can cause!! The cost of each project was reasonable as far as we are concerned. Thank you Brock Windows!

    Answer from pro:

    Hi Cathy! Wow, thank you, we're so ecstatic to see that both times you've gone with our company you were completely pleased and that you're planning to go with us again! We appreciate you for commending Dorian, who explained everything thoroughly with detailed and more than helpful advice on both your projects. It is wonderful also, to hear that your installation crews preformed your jobs seamlessly leaving your home exactly how you would expect. Thank you so much Cathy! We look forward to working with you again on your next home renovation project.

    Reply created 13 Dec 2016
  • Review from Louis Lansing
    Rating: 5 out of 5
    Review left on 12 Dec 2016

    13 New windows installation

    Few years back we changed our front door and I had the pleasure of dealing with Brian the sales rep. And when it came time to change our windows this summer, Brian came and again with his knowledge we went through the process and pricing which was very competitive for a triple glass window. When it was time for the installation, we were lucky to have Amry and his helper who were very honest, clean, and knowledgeable. In all, we are very happy with our good looking efficient windows.

    Answer from pro:

    Hi Louis! It is wonderful to see that you've gone with our company not once, but twice and that each time you experienced a smooth sailing job. We appreciate your positive feedback and generosity to reach out to us via our HomeStars page. We're so happy that you were pleased with Brian your sales representative and Amry alongside his helper with your entire installation process. Thank you so much for commending them in all they provided, and we hope we can work with you again in the future!

    Reply created 13 Dec 2016
  • Review from Customer of Brock Doors & Windows Ltd.
    Rating: 1 out of 5
    Review left on 11 Dec 2016

    Late & lack of customer service

    We got our quote in mid September & was told that we could expect a delivery within 8/9wks. I call to follow up and was told the new Eta was end of November.We have a small child so the need for new windows before the weather became cold is priority. End of Nov. comes I hear nothing. I call then I'm told in fact the Eta is now December 16 & 17 (2days after being promised installation over a 1 day period) Temperatures have dropped and the snow has started. We are inconvenienced greatly.

    Answer from pro:

    Hello, We're very distraught to hear of your disappointment with your installation dates. We understand the inconvenience this brings having a small child within your home, and your efforts to keep your child warm during the winter months by installing more efficient windows. We'd like to speak with you further regarding this, but due to your review being posted anonymously we cannot locate your file. Please feel free to contact Steavi, our Reputation Manager as she would love to discuss this further and get to the bottom of your unforeseen delay. Thank you for your feedback, we hope to hear from you soon.

    Reply created 12 Dec 2016
  • Review from HomeOwner
    Rating: 2 out of 5
    Review left on 8 Dec 2016

    Door and Window Installation

    We had two doors and two windows replaced by Brock. The products themselves are great quality and look fantastic. Unfortunately the customer service has been consistently terrible. First, we were told that it would take around 3 months from the order date for the install. 3 months came and went and no word. After 2 weeks of calling them they finally made a date for the install, 4 months after our purchase. The day before the install, it was cancelled and rescheduled for 2 weeks later. The install itself happened and we noticed that there's a serious problem with the install of one of the doors. I called several times over a couple of weeks and no one could help me, apparently there was some admin problem on their end and they couldn't locate my file. Finally I got in touch with someone (they repeatedly didn't return my calls) and was told that they gave my name to the installer. Two weeks later, I still haven't heard from the installer. Honestly so frustrated. I would love to love Brock but I'm appalled at the consistently terrible customer service.

    Answer from pro:

    Hi Petra, We're happy to hear you find your new products to be of great quality and cosmetically attractive. That being said, we're saddened to hear of your dissatisfaction with the service you received throughout your dealings with our company. We'd like to apologize for the delay you experienced from order to installation, and we would like to assure you we are handling this as top priority. Please expect a call from our Reputation Manager Steavi, she would like to discuss this and get your project on track. Our customers satisfaction is of high importance to us, and we wouldn't want you to feel otherwise. We'd love for you to love Brock as well, and we will work hard to ensure you're satisfied with the end results and your choice to go with us. Thank you for your feedback Petra, we hope to speak with you shortly.

    Reply created 9 Dec 2016
  • Review from Customer of Brock Doors & Windows Ltd.
    Rating: 0 out of 5
    Review left on 8 Dec 2016

    Bow window and 5 other windows

    Ordered windows beginning July, finally installed October 22nd. Basement windows undersized boarded up waiting for replacements. Bow grills different size from other windows waitng for replace glass in other windows. Siding was to be installed not done. After original mistake kept calling and was told it was in process??? Nothing done finally 3 weeks later tokd they forgot about us now ordered promised completion Dec 8th. will update if they show and complete today.....

    Answer from pro:

    Hi there, We're very sorry for the delay you experienced from order to installation as well as the issues you stated, there are a few reasons why such situations occur. We in no way want to give excuses for such a situation, but we'd like to assure you we are handling this and guarantee completion to your satisfaction. We're happy we could come by yesterday December 8th, and look forward to visiting on December the 16th to complete your services in full. We have not forgotten about you, whatsoever. Your satisfaction is very important to us, and we'd like to formally apologize for what you've experienced. If you wish to speak with someone regarding this, please feel free to contact Steavi, our Reputation Manager. She would like nothing more than to discuss, and resolve these matters with you. You can call her at (905)791-2850 EXT 208. Thank you for your feedback.

    Reply created 9 Dec 2016
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 8 Dec 2016

    Living Room Window

    When we finally decided to upgrade our Living Room window we naturally thought of the company that did our 2nd floor windows but we thought we should get a price check first. My wife spotted Brock Windows ad and gave a call. It was our intention to only get a price but after meeting with Brock's salesperson, Tony, we were sad that we hadn't made that call 2 years earlier. Tony was great at explaining the product (which was superior in material and construction) and how the process would work ...... and he was bang on for every step. We received the call to schedule the install within the prescribed time, the installers arrived right on time and were extremely informative, friendly, fast and very professional which prompted my call to Brock to say "thank you". It could not have been a better experience! On top of that, Brock was very accommodating on how we wanted to pay so we could maximize our credit card points while not incurring any extra charges. What's not to love about that? I operate a company in the service industry and know all too well that print, radio or television advertising is one thing but word of mouth recommendation is, by far, the best promotional tool. I hope that this review will be of help to those people shopping for windows or doors and convince them to give Brock a call. You will NOT regret the experience. Thanks Brock Richard

    Answer from pro:

    Hi RBeagle! Thank you for your lovely feedback, we're happy to hear that after working with us before, you were intrigued to find out if the price was right to upgrade your living room window. We truly appreciate you commending your appointed salesperson, Tony, for his exceptional method of explaining the product you're hoping to buy. We also appreciate the fact you're recognizing your installation crew for their professionalism, informative and friendly way of conducting the job to its highest possible standard. We absolutely agree, word of mouth is by far the most appreciated and trustworthy tool we have for recommendation of our company, and we're so grateful that you are one of the clients who has provided such wonderful feedback for others to see. Thank you so much Richard! We hope we can work with you again in the future.

    Reply created 9 Dec 2016
  • Review from Customer of Brock Doors & Windows Ltd.
    Rating: 4 out of 5
    Review left on 7 Dec 2016

    Window Installation

    Contracted with Brock Windows for installation of 7 windows after reading good reviews on Homestars. Initial sales call in August was prompt and salesperson knowledgeable. Ordered the windows expected installation by end of October. In November, after 3 calls to my "project manager" I was told that the windows were back ordered and an installment date was later arranged for early December. Installer was a no show, I was later told due to a previous accident, and no communication to me to reschedule by the company. I then called Stevie in customer service who got things on track right away. Arranged new installation date with Stefan for 1 week later. Installation went smoothly and the job was done very professionally, on time, including clean up. Overall, although there was a hiccup in the middle of the process, very happy with the end product and quality of the windows.

    Answer from pro:

    Hi there! We're pleased to hear you found us through our HomeStars page, we'd like to apologize immensely for the delay you experienced with your project, but are happy to hear that Steavi was able to get your installation back on course and completed in no less than a weeks time with another one of our highly skilled installers. It is always pleasant to see how smoothly your installation went, and how happy you are with your newest home renovation. Thank you so much, we appreciate your feedback!

    Reply created 8 Dec 2016
  • Review from HomeOwner
    Rating: 5 out of 5
    Review left on 7 Dec 2016

    FRONT DOOR

    We had our old wooden front door replaced by a beautiful steel door. The first thing we noticed that the cold air stays out, thanks to the insulation inside the door panels. The installation of the front door was professionally done, as we can expect from Ziggy and his assistant. The total installation time was less then 3 hours. The finish of the door frame in and outside is perfect, we are very happy!

    Answer from pro:

    Hi Charles! We're so happy to hear you love your new door, and how it keeps the cold air out of your home during the transition into our great Canadian winter! We appreciate you taking time out to give us your feedback, and commend Ziggy & his helper for their perfection and professionalism when installing your beautiful new door.

    Reply created 8 Dec 2016
  • Review from Customer of Brock Doors & Windows Ltd.
    Rating: 5 out of 5
    Review left on 7 Dec 2016

    Front entry door

    I was very pleased with the product and installation, every little detail was taken care of and the installers sent out were kind, courteous and caring . I also requested some add-ons and my request was honoured without a problem. I recommend this company to anyone who is worried about choosing people who care about their products and their customers.

    Answer from pro:

    Hi there! Thank you so much for your kind words, we greatly appreciate your feedback regarding your experience and your recognition towards our product and the installation process. Thank you for your high recommendation of our company!

    Reply created 8 Dec 2016
  • Review from AS
    Rating: 1 out of 5
    Review left on 7 Dec 2016

    New Fibreglass Door

    We decided to go with an expensive fibreglass front door since our old wood one was warped and no longer air tight. We ordered the door August 8, 2016. The door was ready (so we thought) for October 25, 2016 (11 weeks). The installers took off our old front door, sill and all the casing. Then they brought in the new door. The door was the wrong door!!!! The salesman called the office and found out the distribution (Dorplex) made the error and said they would do all they could to get the correct door made as a rush order, but they would have to install the custom glass in the new door from the wrong door and switch the handset AT MY HOME. So, the door and casing will no longer be made as one unit and we still do not have the new door. It is now over 6 weeks so I don't know what put a rush on it really means. And, I only hope when the door comes it will fit the casing, glass and handle!!!! Poor service for over $5000. Does Brock have no quality control to check the door when it comes from the distributor to ensure it is the correct door for the customer?? I surely hope we will have our correct new door by Christmas. ******** In response to your reply, I notice you don't address my main concerns, i.e. the new door fitting the custom casing properly, the custom glass fitting the new door properly, and the handset having to all be changed at MY HOME. I believe for this amount of time I could have received new casing, new glass and new handset all made custom for the new door and have the installation process repeated so that everything fits together properly!! ********* Second Update: We found out 2 days ago from Brock that the new door will not be ready until 'AT LEAST JANUARY 21ST'. So, we are going to get a door that was not made with the casing nor will the glass be made for this exact door and it will take 13 weeks from the time the incorrect door was installed. I can't believe it. WHAT IS RUSH ABOUT THIS CORRECTION?? Unbelievably bad service. We were told it is taking this long because the manufacturer does not have the door we originally ordered in stock - it took 7 weeks to determine this????? At best the correct door will take 13 weeks from the time the incorrect door was installed, longer than it took to get the door in the first place. So, at best, it will be from August 8 (date of order) to January 21 (when we will hear the installation date).!!!!!!!! UPDATE: We finally have our correct door, first installed in February but as I suspected we had to have the installer from Dorplex back to our home since the door was not fitted properly to the casing. It was all finished to our satisfaction March 10. That is August 8 to March 10, 7 months from order to final installation and 3 visits instead of 1 to our home. I asked for monetary compensation for all the extra work and inconvenience to us. Brock agreed to only $150. I think on a $5500 door and the amount of inconvenience to us they should have compensated us more. No more business with Brock!!

    Answer from pro:

    Hi there AS, We apologize that upon installation it was discovered that your door was incorrect. We had contacted the manufacturer, and emphasized the urgency to rush your order, but unfortunately fibreglass doors take more time to manufacturer than most. We do not inspect the products when we are cross docking them at our warehouse. Removing the packaging to inspect would slow down the process & double handling would include more point of process where the product might be damaged. We have spent time at the manufacturer and are happy with their QA and QC processes. When receiving products to our warehouse, we must leave all product in it's original packaging, however we do inspect for damage that may have been caused by freight carrier. Unfortunately, whether the error was caught at the warehouse or at the time of installation, rescheduling and further delay to your project would have occurred. We are very sorry for the inconvenience this has caused, and we will advise you when your new door has been delivered and we will schedule an appropriate time to install. UPDATED: * Hi AS, we apologize if you feel we did not address your concerns, we would like to assure you that all your concerns will be addressed in regards to the glass, casing and handle set to rectify the situation. Switching the glass out at your home will not damage the integrity of your door. If we were to order an entirely new door system, instead of switching out the glass etc. it would cause even further delays and we would like to remind you that the manufacturer will be replacing said items, and you will be hearing from them regarding dates. Thank you for your updated feedback.

    Reply created 7 Dec 2016
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