We signed our contract to install 6 windows (1 main level, 5 basement) in March. The install was due in June. Main level window level was done okay, the basement window was messed up, because the wrong sized windows were delivered, and the installers went ahead and installed it according to how THEY thought it can be done. The project coordinator, and the salesperson, both looked at it and said it was not done right, and said that the right sized windows would be ordered and installed.
There started the saga of multiple cancellations of scheduled installation dates by Brock, due to wrong sized windows (again), or damaged windows, or windows not found in the factory, or installation truck breakdown. At one point, the window delivered was such a wrong size that it would not even fit in the window cavity, so the window was temporarily boarded up, and the installers went to look for a window in the factory that could atleast be used to shut the hole! Finally, the day when the installation was completed, in September (6 months later), the installers showed up 3 hours EARLIER than their scheduled time, and told us that our original project coordinator had been fired. Great coordination, Brock.
All throughout this stressful process that literally consumed our summer, we were promised by our salesperson, that some sort of compensation would be considered for all the hassles that Brock put us through for their mistakes. I am shocked at the lack of professionalism because there was no call after the installation from him to advise of what the final outstanding balance is, regardless of whether the amount would be reduced or not.
Brock's customer service is appalling, and given our experience with them, would not go back to them again, nor recommend to anyone else. The Homestars reviews are what made us go to them, but let this review be a caution at how much at their disposal you will be, with their poor coordination between their departments that will literally leave you in a limbo and feel like a hostage at their mercy.
