I had a lot of windows replaced in my home in 2016. brock came out twice to repair the sliding door, no charge. I have attached a photo showing the gap at the top of my sliding door, which I did not notice until more than a year had passed, my living room was always freezing, and one day for a second time, I set out to find the air leak, I stood on a chair to find this gap.
brock did come out a second time no charge to stick a furry bit of weatherstripping to block the wind. I don't have a picture of the first issue showing how the doors didn't meet vertically down this seam, visible only at an angle, daylight and wind blasting through.
Recently I noticed my front door peeling by the lock on the door jam side, because it's been more than one year since installation brock insists that I pay the $125.00 service fee. I guess after more than 2 yrs the coating has dried out enough to come away from the wood frame. you can see in the picture, the white mud which filled in the area as the installer made too big of a cut has also dried in part and fallen out. i am certain if left untouched it will peel completely from this whole area.
brock is not accepting responsibility to repair this without payment and will not guarantee the repair once done after a reasonable amount of time. what is a reasonable time to brock? I have inquired to many many other window companies who offer 5 yrs parts and labour, brock only offers 1 year on labour. Why pay full price for shottie workmanship, lousy customer service (they only know how to quote policy) and inferior products?
i will not give brock any more of my money.
- Approximate cost of services:
- $12,000.00
- Company Response
Ms. Wright,
As per the terms and conditions of the contract in which you signed, there is a mandatory labour fee of $125 + HST after the 365 day mark of your entry door installation. This is applicable to all clients, unless otherwise specified on their contracts. A completion certificate is presented to you upon completion of both services & installations, providing you the opportunity to report concerns immediately, and we believe our Service Manager provided you with reasonable explanations of our processes. The labour fee is applicable to everyone, and although we appreciate you requesting to have it waived, it is simply not within our policy guidelines. Your feedback however has been passed onto Upper Management for review.
If you still desire to have your door system serviced we are more than happy to, we ask you please reach out to the Service Manager in which you've been communicating.
Regards,
Brock Doors & Windows Ltd.