FRONT DOOR PURCHASE AND INSTALL
***READ THIS REVIEW BEFORE HIRING BROCK- IT WILL SAVE YOU $$$ AND TIME.*** On June 25th, 2020, I signed a contract with Brock for the purchase of a door and installation totaling $8,600.00. I also gave deposit. The contract clearly states- allow 8-16 weeks for delivery. I also confirmed with the sale agent if there was work issues and/or work stoppages at Brock relating to COVID-19, which he confirmed, "No". I was advised that someone from Brock would attend my address in about week to record the final measurement(s). No one every called and/or attended my address. Three weeks later, I received a call from the sale agent asking me if I had changed phone number because Brock has been trying to call me for about 2 weeks???? Apparently, I did not change my number because I was talking him?? At first, I thought that was pretty incompetent. Appeared to be stalling tactic. Anyways, I am now into the 18th week. I have not had any communication with Brock. Yesterday, I left voice message- never received a call. This morning I left voice message- never received a call. I proceeded to call the phone line at Brock that takes quotes to get someone on the line. The representative tried to contact my project manager without success. She advised me that she could not find her?? She then said she would put me through to the Operations Manager. But, surprise, surprise he did not answer his phone, which went to his voice mail. I have not received a call from him!!! I did receive information from an employee at Brock later today that Brock is an absolute train wreck and gong show wrapped up in one since being taken over by an American company last year. Their service standard are horrible and this is coming from an employee at the company. They are not even close to the full staffing levels that they should be at, but yet, they "continue to fill and/or take orders" that can not be fulfilled??? I am 100% done with this company. I am consulting with a law firm this week and taking Brock to court to obtain my deposit. Do yourself a favor- look somewhere else for door or window purchases.
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- Approximate cost of services:
- $860,000.00
- Company Response
Darren,
We respect and appreciate the length of time you've waited for your project to commence. We can undoubtedly understand the frustration this has caused, and we apologize sincerely for this.
We have, like many other companies globally, experienced the effects of COVID-19 and are not exempt from the repercussions of that. This has affected our manufacturers, sister companies and other operations throughout the organization. We accept that not all things are in our imminent control and this goes without saying, however, it is our duty to ensure you're informed throughout your project of product delays and any possible inconveniences you may experience.
Our clients' satisfaction is, and will continue to be, our priority. Our service standards have not changed since our inception; we're only working on getting better and feedback such as yours helps us attain that.
We appreciate the time you've taken to write this review and understand you've since had communication with the Director of Operations. We look forward to reconciling this alongside you, Darren, and we hope you can accept our resounding apology.
Kind regards,
Steavi Potter
info@brockwindows.com
Brock Doors & Windows Ltd.