Brookstone Windows & Doors

I was replacing 20 yr old windows. I requested the high energy efficient windows to reduce heating costs and in an effort to go more green.

I advised that I was doing the energy audit. I waited 3 months for the install.

Initially I got frosted windows for the bathroom, then was advised they didnt qualify for the energy rebate. Pais again for clear!

My final audit was done and my bedroom windows were not up to bottom requirement for energy rebate. My bay windows base and header were plain wood with primer coat - my previous ones were clad in vinyl !

My previous windows also kept my home sound proof.

Now to get a good night sleep, its the couch, because they didnt replace the living room window.

I had Brookstone to come out and give a quote on my windows in Spring 2022 with installation in August 2022. Before installation proceeded I was assured that the new window openings would fit my California shutters. Of the 5 openings that had shutters, 2 single openings did not fit. I contacted Brookstone and they sent a technician out to assess the windows. He took pictures and confirmed that the shutters no longer fit, and he said they would reach out to me.

It has now been almost 6 weeks since that visit, and I have contacted Brookstone twice now about this. One email I sent, a contact I had spoken to repeatedly previously during the initial installation process, had no reply. The other email, my project manager, was no longer in use. I had an online chat with a representative who said she would have a project manager contact me. I told her that if I heard nothing I would post a review.

It seems as though the company has ghosted me. Anyone that has California shutters should be very wary of using this company.

We had our windows changed by Brookstone Windows and Doors.

In June 2021 we had a sales representative in our home. He evaluated all of our windows and said that except the three windows in the basement, all would need to be changed. We accepted the quote and he promised to have the installation by the end of August or September. The contract contained 15 openings with various sizes and types of windows, including a big front window with 3 panels and an arch top for $36,000.

Unfortunately there was a little delay and they installed most of our windows by October 14th. The front window still hadn't arrived by this time, so we had to pay for the rest and wait for that to be installed. It finally arrived and got installed on November 1st, when we paid the remaining amount.

We have mixed feelings about the whole process. I'll start with the positive things:

- We like the windows, they seem to be good quality
- The installation went relatively well, the installers were nice and friendly and addressed our questions, they also cleaned up pretty well after their job (more on this a bit later)
- They seem to have a nice lifetime warranty
- I wrote an email to the CEO of the company and he called me back to address our problems

Unfortunately we had some things that caused a lot of frustration:

- After the first set of windows were installed, we realized that for some windows we lost glass surface. The frame itself got wider and as a result we ended up with darker rooms. It would have been nice to communicate this with us before we signed the contract. Also, when I brought this up with our project manager, she assured me that she'll take care of it. She never called back to address this and when I did call her, she told me that they cannot do anything about this and quickly changed to discuss how I'm going to pay.

- To install the huge front window, they only sent two people, they struggled a lot to lift that heavy unit in place, damaging it in the process (to be honest I don't know if they did it or it came with the damage but I assume the scratched were created when they dragged it over the roof)

- After a week or so we noticed a brown spot in the corner of the front window, a leak. First they sent the same person who did the touch-ups on our other windows previously, who did some investigation and added some extra sealing. After a couple of weeks, we observed that the spot was growing. They sent back the crew who installed the windows and they added some more sealing. After another couple of weeks the spot was still growing. The crew came back again, opened up the trim and realized that there was not enough foam added to the inside which resulted in a condensation. They tried to fix it and for some days the situation was improving, the wet spot started to shrink. After this we painted the trim and thought that all is fine but unfortunately the brown spot is coming back again. Fortunately they agreed to fix it and will carry out a proposed solution in the coming week.

- A couple of weeks after the installation Brookstone called us and said they would like to come back for a quality inspection. I mentioned these problems but they did not seem to care, the person didn't even look at the scratches I mentioned above. This was not a quality inspection but an opportunity to sell us or our friends and neighbours more windows. We said that we didn't change the windows in the basement because at the initial assessment they were deemed to be fine. We agreed to have another sales person come and inspect them again. This time we were told that two out of the three basement windows are in bad shape and need to be changed... And we received a quote. We got really disappointed to learn this and also, as we used a government rebate (or at least tried to, did all the process but still waiting for any kind of feedback from the government) for the windows, we would now not be able to use them for the basement windows

Poor installation - doors misaligned & contact each other. Company had 3rd party company come to fix, but the issue persists leaving a large gouge. However the 3rd party replaced the "cheap" insulation originally provided by Brookstone with a better quality rubber.

The sales person was excellent (knowledgeable and great suggestions). He recommended a larger door and sidelights (rather than 2 doors). Installation was well done. We have received a multitude of compliments on the look of the door. I would give them 6 Stars if possible!

We had a new bay window on the front of our house which dramatically improved the appearance of our house and the staff did an excellent job in the instulation.

Toni gave me an awesome quote and was great at communicating the whole process to me. I needed a new custom basement door because the old one was 100 years old and literally had holes in it. It needed a custom fit, which was pricey but necessary. I contacted another company for a quote before I called Brookstone, not only did they quote me a much higher price, but they told me they’d go over the details with me when my husband was present, even tho I told them I was the ‘project manager’ of this renovation. Toni went over all the details with me on our first meeting, and understood I wanted something plain and cheapest available for a door no one sees and is seldom used. The installation crew was fast and worked very cleanly, they even were careful with the original mouldings around the door and reinstalled them when they were done. My house is warmer and we don’t get snow drifts on the basement stairs anymore. The company was very careful with mask wearing, even the installers, it’s a very ‘covid safe’ business to work with.

Brookstone kept us informed as to when the installation would be. Three young men came to install and they were efficient and professional. I appreciated that their language was clean. The actual door seems to be of high quality and works well. So far we are pleased with the door.

Rude customer service. Did not even introduce himself to me or once acknowledg my presence. He only introduced himself and acknowledged and directly talking to who he assumed was going to be paying for it. like I said he didn’t even acknowledge my presence. Clearly just there for the sale

Great company to work with. Installers were professional, friendly and tidy. Would highly recommend this company!!