In December, we reached out to Reputation Manager - Steavi. She was extremely helpful and professional, she truly cared about the company as well as the customers. We could tell that she was passionate about her job and wanted to make sure that all customer issues were taken care of and properly addressed. We are happy to update our review on Homestars to reflect the fact that a resolution was reached in our case. We would like to take this opportunity to thank Steavi again for her assistance in resolving our issue.
After our last week's review, Brock's Service Manager called us Monday morning apologizing for their missed appointment. We didn't get an explanation as to what happened... Brock apologized for their installer's no show, but right away re-scheduled for today Saturday Dec 3 between 9am and 9:30am. Again we were ready by 9am, and now I am sitting here at 3pm writing another review for ANOTHER NO SHOW. No show...and no phone calls. We would really hate to think that now that Brock has taken our money, customer service is no longer their priority. We gave them the benefit of the doubt last weekend, but another no show this weekend is completely ridiculous! Time is precious these days, especially now that we are approaching Christmas. We all have things to do. Brock's time is money and so is our time!
If you are reading this review as a consumer, we really do hope if you decide to have Brock install your windows, you better pray everything is done right the first time. We would hate for someone else to go through the same awful experience.
We chose Brock because of the reviews we read on HomeStars. We had replaced all the windows in the house in Oct 2016. The installation went pretty smooth except for two frosted windows we paid for but never got because Brock had messed up the order. I called Brock right away and was told that because this was their error, they would put a rush on the order and have the replacement windows made right away in a week's time and that they would call me to let me know the status. Two weeks later, I was still waiting for the call. I called them back and was told they were too busy but would get back to me right away. Finally, I managed to get an appointment on a weekend because I wasn't going to take another day off work for an error they made. I booked a Saturday appointment for today Nov 26, was told the contractor would be here between 8:30am to 10am. Yesterday, I even called Brock to confirm my appointment and was told everything was good to go. This morning, we got up early and were ready by 8:30am. 10am...no one showed up. I called Brock at 10:08am, the person I talked to took down my name, my phone number and my address, telling me she would get the installer to call me back. 11am...no phone call. So I called Brock back again, spoke to a different person, but this time I asked to speak to a manager. I was told there was no manager around but again, the lady took down my name and my phone number, reassuring me that someone would call me back today. I expressed my frustration, that I had even confirmed the appointment the day before, got up early on a Saturday morning for this service appointment and no one showed up and not even a phone call. What is going on?? It is now 10pm, there had been no calls or messages from Brock. This is totally unacceptable.
