My wife and I had all our windows replaced by Brock over 4 years ago (Northstar). Last year, we had an issue with 1 window, forming condensation between the panes of glass and had it replaced.
This year the same issue presented itself in another 3 windows, so we called up Brock and gave them the serial numbers to all 3 windows for a replacement order. When the windows arrived we received a call to set up a service date and at that time ,were informed there was going to be a service charge of $140.00.
We were surprised to hear this, because we thought the life-time guarantee covered this issue, as it did the year before. We were informed that services charges apply after 5 years. Our sales rep Brian (who really like) never mentioned this important point. When I called Brock five weeks ago, to let them know we needed another 3 windows replaced, they also never mentioned the service charge until last week, when the windows arrived from the factory.
Bronson, who works in the service department, said we had our windows installed late 2013, and since we are in 2018, that's 5 years. But the 5th year anniversary comes up later this year!? So how can we be passed the 5 year mark?!? My 42nd birthday is in November, but I'm not 42 yet......I will be. This means you can have had your windows installed December 31st 2013, and place a call for service January 1st 2018. You would be considered in your 5th year, when really it's 4 years and 1 day!!! Sound right?
In summary we are disappointed for these reasons:
1. The quality of the windows seem poor. 4 windows have gone really bad, and another 2 seem like they are starting. I'm sure next winter we will have more. It's only been a few years! The old wood frame windows we had before took 25 years to form this issue.
2. Life time guarantee is not a full guarantee. The important service charges apply after 5 years, certainly was left out of the conversation.
3. No mention of a service charge when I called the service department to place the order! Seems odd to let customer know after the fact, weeks later when window arrives from factory.
4. Service charges apply after 5 years is not really 5 years! Like I mentioned above, it can be 4 years and 1 day. That is just terrible.
Sorry Brock, we wish we didn't have to write this. We had people asking us, who did your windows, and I'm sorry to say I can't recommend the company after this.
I think it's important for customers to see reviews a few years after installation, because apparently this is when the problems start.
Mark and Pauline