Lawrence
Rating: 0 out of 5
How can install of 3 windows be so hard? 10 month saga...
Summary: This company clearly gets a lot of great reviews. In my opinion if your project is straight forward and doesn’t require very skilled sales or trades people you should be just fine and 10/10 it is. And the people that work there are truly doing the best they can. Problem here is a failure of management as there is very little structure and the company that feels like they grew to fast and can't handle it... Brock is this is a high volume company that acts as a middle man between the window manufacturers, and the sub-contracted installers. That's why it takes months to get windows, big volume. How is that the consumers problem? It's not. Unless you have an issue, then you are doomed. There is no customer service infrastructure, when there is a problem the whole thing falls apart, 10 people are involved and no one has been empowered to take the reins and get customers through their problem. They have an operations manager, and a reputation manager whom i have been in touch with both months ago. They are both very nice. But not effective.
If those folks were effective would i be writing this?
My saga........... now complete with mold growing....
June 24th 2018 signed with sales rep for 3 windows
Installer finally came November 22nd 2018, all windows were measured incorrectly and could not be installed.
December 5th 2018 Operations Manager gave us $150 for our troubles and never heard back from her again, ever.
New install date January 4th 2019, but Brock cancelled as they broke one or more of the windows. Hey things happen it's already been months anyway.
New install date set for January 25th 2019. Install, finally going ahead!!
But wait another problem, the installer calls me, not Brock, and says the brick inset on the contract is impossible. After 7 months of waiting I told them it's noted in my contract for inset and to figure it out with his boss. I am not an expert, the sales person is.
Installer pushed forward with incorrect materials at the direction of Brock and installed the windows inside of existing MDF jambs.
MDF jambs then immediately deformed, popped off the trim and are now soaking up exterior water. And, as of today mold is forming, perfect!!
Got in touch with Reputation Manager January 29th, and I had hope again! But in the end all i have is some soothing emails.
Brock acknowledges mistakes were made by Sales person on the contact, by installer and by head office.
Brock has stepped up, take out the windows and and will fix the problem. Great news!!
But wait for the best BEST PART!! Since the windows now need to be taken out and done properly, the sales person is now calling me as he is being asked personally for a portion of money to fix his mistakes, so he calls me demanding money, AND now i assume he ALTERS my contract so internally at Brock he looks like the job is quoted properly, thus trying to have me charged for the extra work!
Now it's all sorted out, Brock see's the alterations on the contract and will absorb the cost etc to make things right - but it's now 11 months since the sales rep first visited. 10 months since i paid the deposit. and 3 months since the windows were installed wrong. And, still i wait as the water comes in and the mold grows....
Answer from pro:
Lawrence, We understand the extent of your frustrations, and fully acknowledge the bumps in the road that you've had to endure. For that we're very sorry. We desire for all projects to go off without a hitch but with that being said, errors do occur. We believe we've taken accountability, like you had mentioned, for these troubles. We have been very responsive to all of your concerns from the very beginning, and we hope to have this completely rectified to your satisfaction as soon as remotely possible. Regards, Brock Doors & Windows Ltd.
Reply created 17 Apr 2019