New Front Entry Door and Rear Sliding Doors
Would not recommend this company. Ordered doors November 2016 for February 2017 installation. Installation date was booked in January 2017. On the day/time slot of install, the sub-contracted installer called me to tell me the front entry door wasn't available. No advance warning. Brock didn't know where the front door was. After re-scheduling, I had to re-schedule again because the door delivery to their warehouse was delayed a second time. I had to request for a credit- to which I received it. However, if customer service was a priority, this would have been offered and I shouldn't have to ask.
Eventually, the front door was installed, but with the wrong hardware. Another credit was offered, but I wanted the hardware that I ordered. So I let it go.
As for my rear sliding doors, the sub-contracted installers had to come back twice to install it. As I was renovating my house, my general contractor (GC) mentioned how poorly the installation job was. Per my GC, it was not installed plumb or level, and not properly sealed. Sub-contracted installer defended his work. After the complaint to Brock's installation coordinator, they came back to re-install the doors properly, with supervision from my GC. A few weeks after the install when it rained frequently, there was a leak between the sliding doors and the attached transom window. Novatech manufactured the door like this. As it was covered under Novatech's warranty, their own installer from QC came out to fix the door.
These doors ordered were from Novatech, so you might as well go to another dealer to get better service. Because of this experience, I took my window business elsewhere to a boutique dealer my GC recommended (it was my decision to try Brock out). The service I received was received was night and day from what I received from Brock. You're spending $20k-$30k. Don't risk it with Brock.
- Approximate cost of services:
- $8,000.00
- Company Response
Felix, we'd like to apologize for the troubles you had encountered throughout your experience. Customer service is most definitely our top priority and we're sorry if a credit wasn't offered initially- but are happy that you had received one following your request, and another at the discretion of your Installation Coordinator. It is extremely important to our team that we do everything in our power to ensure every project we're given goes well, from beginning to end and beyond.
That being said, we take full responsibility for the errors you've mentioned. Your project should have been a stress-free, at ease experience for you and we'd like to apologize on behalf of the company for the delays and other issues you've mentioned. We will use your constructive feedback to better our QA & QC processes, as well as all internal workings. It is important to us that our customers receive the best possible service in all aspects, and we'd like to thank you for relaying this onto us.
Please do not hesitate to contact us directly *(905)791-2850 ext 208 if there is anything further we can do for you, and again, we're very sorry for the troubles.
Regards,
Steavi Potter
Reputation Manager