I recently had the opportunity to use this company and I feel they significantly fall short of there High Rating. My decision with choosing this company was based on a good product and the longevity of the Business.
The initial sales consultation was July 31, the contract was signed the first week of Aug. The job entailed 18 windows (brick to brick) and a new Sliding door. The consultation went smoothly, no pressure with signing a contract and assurance the job would meet my expectations (“our reputation speaks for itself”).
There was an issue with the percentage discount and final price on the salesmen part but the salesmen didn’t want to hear about it. I was told the price was the price. I overlooked it, knowing that there reputation would overshadow the discrepancy.
The installation was completed Nov 19, start to finish 15 weeks. That was an unacceptable amount of time to wait especially when there was no customer caused delays. They did have had a production issue with the configuration of the windows (missing Jam extension) and they had to be sent back to the manufacture, that was a 2 – 3 week delay. What was very disturbing was that the windows were actually in the warehouse waiting for the installer to schedule the installation date for 10 days prior to me calling in and getting an update to the status of my order. Not my salesman nor Brock provided me any updates prior to me calling in and asking for status, no one doubled checked the order….not very customer conscientious… 10 days wasted. No emphasis put on this to remedy the situation quickly. The missing jam extensions should have been caught by Brock and not the installer when he went to pickup up the windows on the installation day.
When the return of the windows from the manufacture a 2nd time elapsed, once again, I had to call in and get status. Not the salesmen nor Brock called me to provide any status. I got more calls/updates from my installer then any other Brock representative. Here is a 3 month old employee doing his best to live up to the Companies supposable reputation.
The salesmen did happen to call me when installer tried to put through some additional aluminium capping that wasn’t part of the order, he wanted me to pay extra. Salesmen/Brock seem to pay attention to when it hits there pocket books but not the customer.
The installation went fairly well with the following exceptions, the installer didn’t want to fill the nail holes originally as it was not supposable part of his job, he did finally come around and did some of it, I had to purchase a proper lock for my sliding door as it was not included with the new sliding door, the installer installed it at no charge, the sliding door was a retrofit and not a brick to brick installation, only the casing work on the outside was included in the installation price and the inside work became my responsibility. To make matters worse, 2 of the casement cranks were the wrong ones from the manufacture. The installer asked me to call in a service call to have them replaced as it wasn’t part of his job and he didn’t carry any replacement parts.
Do your homework and make sure you get what you pay for. Don't get led astray but sales promises or internet propaganda. I was out quite a substantial amount of money and time, over and beyond my agreed contract. This is not the customer service I expected or paid for from this company.
