Brock Doors & Windows Ltd.

I bought door and windows in 2019. no problem with installation. a couple of months ago main door lock started failing. this is the 3 point lock that was sold to us as the best product on the market with orignial price $850 with installation. lock started failing a couple of month ago. I called the service. they sent a repair person who told us that they should have ordered it before sending him to our home. that was the first week. . he promised he would tell them to rush it. I called again after a week and they told me they ordered it and I should wait. 3 weeks ago they told me they ordered it. I followed up they told me that I can call a lock smith for $650 and resolve my issue. I asked for the manager name and left a message, no reply. I left another message for the service manager, no reply. wow DONT BUY FROM THEM. first they did not explain properly that you can only replace with the same lock and something that should last you a lifetime, lasts a couple of years.

I am very pleased with my new kitchen window. The salesman gave us a quote which was within our budget. The installer was prompt and efficient explaining all the how to’s! It’s a pleasure to look through every day! TY Brock Windows.

Tom and Howard arrived to complete the work that wasn't finished by the previous installer. They arrived on time and were professional, friendly and courteous. They took the time to outline the work they were going to do and then set about completing the job skillfully and efficiently. They took pride in their workmanship and cared about the quality of the job. For them, there was no cutting corners or rushing to get the job done just to get to the next job site. They wanted to ensure we were completely satisfied and happy. Tom and Howard really care about their customers and the work they do. Brock is fortunate to have them on their team. I rate Tom and Howard 5 stars.

One of the worst customer service experiences I have ever had in my life. Ordered my windows March 24th and they were not installed until July 30th. I asked before going with them if Covid was causing any delays and they assured me it was not should still only be 8-10 weeks which is what they say is the norm. It took 17 weeks. I'm not totally oblivious to the fact there is a pandemic but I was given no reason as to why the delay and to be honest if I never contacted them myself I don't think they would have even reached out. When I did try to get updates it was like pulling teeth and I had to leave multiple emails and eventually a frustrated voice-mail until anyone would ever get back to me. When they did come on the July 30th they measured my kitchen window wrong and it didn't fit. I get it we're human and make mistakes but it then took 4 weeks for someone to come out for all of 10 mins to remeasure the window at the end of August. I was told reordered windows take on average 3-4 weeks to be made. I call for an update after 3 weeks and I am told the window will be ready around the middle of November but don't worry they put a rush on it. The icing on the cake is the reordered window was scheduled to be installed Monday Nov.8th between 8-10am so I take the day off work. 1030 rolls around so I send an email to see if they are just late, no response. 1130am now so I call and am told the truck was delayed last week and they are not coming now. Glad I called because no one reached out to tell me. They'll do me a favour though and squeeze me in the 10th. So I take another afternoon off work and the nightmare is finally almost over after 33 weeks. I say almost because they expect me to pay them the rest of the money in full which is a joke, especially after taking 2 extra days off work. I was also told someone would call me after the installation for a customer review at which time I would pay the balance on my invoice. Yet once again no one has reached out to me. I wouldn't know who to contact about this as I have had 3 different project manager during this ordeal.

Brett McKee (905) 999-7933
Brett_McKee15@hotmail.com

WO 210553

I hired Brock to replace a garage window and back garage door. The lock on the garage door is non functional after only a few months. Pre-sale was efficient but good luck getting post sale service.

Update Feb 2022:
After our original comments below, the company assigned a customer service person to contact us about the status. First, they asked us to wait till Dec 2021 as they will know better then. In Dec, they called and said should be able to install in late Jan 2022. On Feb 4, 2022 (Friday), they called and said they can come install the door on Feb 7 (Monday). We were happy but because it is too short notice, we made appointment with them Feb 14 in the afternoon, which is today. We made arrangements to stay at home but the person called after 10 am and said they have to cancel today's installation because the weather is too cold.
The reschedule time offered is Feb 28 or Mar 7, which are also in winter.
When I question if they would cancel again if the weather is too cold on these dates, the person said "I don't know as I am not a weather person." To avoid similar issue to happen again, we would like to push the installation to after April and the person would not agree to that. When we agreed to April installation, she asked us to pay another 25% deposit today as per contract while she would not admit that they are so far behind the 16 week schedule stated in contract. After our push back, she finally agreed for us to pay the deposit before installation in April.
At this point, we are pretty sure more issues are coming our way. Considering we read all those good reviews on Homestars before we chose this company, this is by far the worst experience and very disappointing. If Homestars allow us to post more reviews later, we will update the outcome.

Original comments Nov 2021:
Very frustrating experience. Do not recommend this company to anyone who expects communication or service. We purchased a front door from this company in June 2021 and paid a deposit. The sales person told us that the delivery should happen within 16 weeks at that time. After we paid the deposit, there is only an automated email giving us the receipt and the installation process coming up. No one contacted us regarding the status afterwards. In September, we started calling. We called their head office number a lot of times and never got through. We tried the sales person's phone and he rarely picks up too. Finally after sending emails and text messages to the sales person, someone from the company called and said there is a delay and they cannot install until end of October at the earliest. Afterwards, there is no update again. Now it is November and we have to start the whole process of calling and calling with no answers again. Is it so hard to take calls and explain to your customers regarding the order status?
This company is all about making sales and there is no people providing service after an order is placed. It just feels like the company takes your deposit and disappears.

Very disappointed with their service! All was good and nice till we signed the contract, back in July. Time frame was 8-16 weeks but they said installation should happen in max 12 weeks. As of now, end of October, they have the windows, which they will not install without the doors, and we still don't know if doors are in. They booked us in Dec for installation, way over the 16 weeks, and they seem very cool with it. We have a patio door as Rush, but there's no rush with this company. They never call to update us, unless we do and we are lucky to get someone to answer, but that it doesn't change anything. At this point we are seriously considering looking into our options to cancel the contract with them. It doesn't matter how many questions you ask before signing, once you do, it happens exactly what you were trying to avoid. I am out of words, just be aware!

I know that Brock has a pretty good reputation online and I've had their services recommended by contractors - however our experience has been less than stellar.

We quoted out windows through 4 different services. Went in with eyes wide open that we were doing a replacement during the pandemic, that supply chain was impacted and that it could be delayed. I think we've been pretty patient.

The elapsed time from purchase to installation was 5 months (April - August). I had 0 communication back from Brock on the timeline. Contacted our sales person multiple times as wanted to ensure that as we approached the July estimate date that we were available.

We were given 8 hours notice, 2 months late. Installation team was great - hottest day of the year, super hard working. The planning though is where this fell apart:

1) We have an old house. They weren't expecting installation challenges despite having pre-inspected. We were told they'd address removal of existing trim of the windows and pick something suitable.
2) They didn't have enough of the selected trim for the doors.
3) It was incredibly hot - caulking is a challenge. The team was exhausted. They caulked over labels, and despite the time it took, it came out rushed.
4) The door wasn't what we ordered. Its missing a window.

Brock isn't the cheapest quote. If you're picking them over the other quotes, you will likely pick them as we did because of :
a) Professionalism - they plan, they pre-inspect, they have a good sales team and a service team. All of it costs extra.
b) Experience - their teams are super experienced, they plan for super hot days and old houses. This has been a challenge.
c) Warranty their work - make sure you're happy.

They followed up within 48 hours of the installation. They took down my concerns. They had a plan to address everything. I've never heard from them again until they've followed up about paying for 90%. They'll allow me 10% holdback... but I'm guessing it could be a long time before I see the job complete.

If you're evaluating, I would suggest that having a cheaper installation and hiring a contractor to do the cleanup, trim would be cheaper.

Yes - I'm posting this in hopes that marketing will spur action on an organization that depends on it. Shouldn't be necessary.

From the initial call, to the sales, follow-up and installation. Everything was excellent. The difference in the new windows is night and day. The installers were efficient and cleaned up everything - very happy and will be returning for future windows and doors.

We had our front and side doors replaced by Brock Windows & Doors, as we had done a few years back when we wanted our sliding door replaced with a door/window. Both times the salesperson was excellent, going over every detail and making sure we got exactly what we wanted at a competitive price. The product from North Star Windows & Doors was A-One. Install was flawless and the doors look great. We are extremely pleased with Brock Windows & Doors, and will call on them again in the future when we need new windows. We recommended them to many neighbors and friends without hesitation. Extremely satisfied!!