Brock Doors & Windows Ltd.

They did a great job. I am very pleased. I was most satisfied with the installation. It was done very well. Mark did a great job recommending the proper types of windows and Alex did a very professional installaton.

Oval window was contracted as triple glass but installed as double. Contract says: "Windows will be triple glass wherever specified as long as manufactures size limitation permit." This they claim prevents legal action against them and allows them to use a cheeper product without refund. They do not inform their customers of availability and only found out about change after it was installed. The installers are contracted and may or may not have insurance, workmens compensation or labour certificate to work above 3 metres. No safety equipment in violation of the act. Therefore home owner liable for violation penalties ( up to $25,00.00) not Brock if an accident occurs.. Buy from them at your own risk???????

Majority of my installation took place last year, and the rest this year. While changing my windows, I was left for 4 days with a wooden board in one window (street side!) because 1 sealed panel was... missing... It had to be manufactured while we waited and our neighbours were selling their house... What advertisement that was! The company refused any compensation or discount in spite of such a terrible problem.
The installers were awesome. They did an amazing installation service - showcase indeed. I wish the situation with wood in my window never happened. One thing is sure, I will NEVER forget it.

Back in 1999 I used Brock to replace my whole windows. we were very satisfied with the service and material.
last year we replaced our patio door and 2 washroom windows that we didn't replace in 1999. Schedule is very good and work done was perfectly.
this year early spring, my mosquito netting was damaged by squirrels. I called the service, and Kaileigh asked me to bring it in. I just waited for 15 minutes and the netting was done by service crew.
2 weeks ago we found that the security lock was loosen, we called and she ordered the part and replaced just as schedule! Thanks Collin and Shane!
what a good service provide by Brock!!!

I have encountered only lousy service and broken installation dates. Installers who suppose to check windows called 4 times that he will come, over period of two weeks, just not to show up. He stood us even for a Canada Day. We were informed that he was subsequently fired. I assume that Brock think this will make us happy? It did not! My installation should be done by the end of August; however, I was informed it will be at the end of September. At this time I would not recommend anybody who wants good service and on time installation to do business with Brock. I will post updates about dates of installation and quality of the same. Hopefully this will be helpful for making your decision about vendor.

I RECENTLY HAD AN ISSUE WITH MY BATHROOM WINDOWS AND I CALLED BROCK DOORS & WINDOWS AND SPOKE WITH KAILEIGH DONELLE FROM BROCK DOORS & WINDOWS WHO LOOKED INTO MY ISSUE WITH NORTHSTAR THE MANUFACTURER AND THEY HAD REVIEWED MY ISSUES WITH THE WINDOWS AND SENT REPLACEMENT PARTS TO BROCK FOR ME TO P/U TODAY. I AM MORE THEM HAPPY WITH THE CUSTOMER SERVICED I RECEIVED FROM KAILEIGH DONELLE AT BROCK AND FROM NORTHSTAR AND I WILL DEFINITELEY GO BACK TO GET FUTURE DOORS OR WINDOWS FROM BROCK. GREAT CUSTOMER SERVICE KEEP IT UP.

REGARDS

BILL DAVIS.

We are happy with the quality of these windows. Stephan had his crew did a great job. Very professional from start to finish. Bill Kovacs was also very helpful with choosing windows that suit our needs.

Installation was a nightmare. The installers did not know what they were doing - they compromised the existing frame of all 3 windows, chiselled away at it as apparently, the measurement they took was wrong. The same installers ! replaced the frames and re-installed the windows a month later. The custom made blind for one of the windows did not fit after the 2nd installation. I was amazed when the same 2 inept installers were back, to do the second installation - thought they would have been fired. I strongly suggest you watch the installers when they put the windows in and inspect when done - tell them that caulking is part of the window installation! Take pictures !

Buyer beware. Our experience with Brock can best be summed up in this letter we have just sent the company:

Dear John,

It’s been 14 weeks since we initiated a window order with Brock, and for the second time now, the windows have been wrong. We need you to step in get this issue remedied immediately and own up to your company’s multiple errors, shoddy service and utter lack of communication.

On a recommendation by a neighbour, in 2013, we chose Brock Doors & Windows Inc. to install replacement windows on the upper floor of our home, and we were very pleased with the quality, speed and service. Based on 2013’s positive experience, we called Brock again for our remaining lower floor windows.

Our initial conversation and order was initiated in late April 2015. Four months, two salespeople (one of them being Michael Jr., who identified himself as the company owner’s son), four scheduled, cancelled and subsequently re-booked install dates later and we’re still waiting for our windows. Why? Because we’ve been told that twice now, order entry errors (on Brock’s part) have resulted in windows that were first, the wrong colour (original install date: June 27, 2015), and then today, upon our installer’s closer inspection, the wrong size.

We are extremely frustrated by Brock’s inability to deliver the product, unwillingness to acknowledge and take ownership of these consistent mistakes, and the total lack of communication. This is simply unacceptable.

Here’s what’s happened:

April 30, 2015 - we contacted Brock about the replacement of two simple windows.

May 7 - After some major communication issues with Sandy, we were visited by Michael Jr. to complete the order. Michael Jr. took our credit card information and charged us for the deposit.

June 27 - We were scheduled to have the windows installed, but were called at 7am by the installer, “Mike”, who told us the windows were the wrong colour and that we would probably have to wait another 6-8 weeks for new ones.

July 3 - Not wishing to wait another 6-8 weeks for an error that wasn’t ours, we communicated our frustration to Mike Jr., who said he would look into whose input error it was (Brock’s or North Star’s), how quickly new windows can be replaced, and whether Brock could offer a discount for the error. We never heard from Mike Jr. again.

Week of July 13 - Upon hearing nothing, my wife called Brock to investigate. Charlotte, in the scheduling department, told her that the “order entry error” was done by someone new at Brock. However, she said, the windows would be ready shortly (by July 22) although there was no availability until August 10 to get them installed by the original installer. Given the mistake, we asked that at least the installation happen sooner than August 10. Charlotte advised us to call Mike directly to fit us in and gave us his mobile number to arrange.

July 22 - My wife again called Charlotte to confirm if the windows had arrived. She said yes, but that they had been shipped to the Scarborough office as a mistake. My wife asked Charlotte to physically take a look at the windows to confirm if they are correct according to the order specs. Charlotte promised she would, and that she would coordinate to get the windows to be brought to Brampton where they should have been sent in the first place. Charlotte never called back to confirm if the windows were correct.

Since July 22nd, despite promises to come on various days, the installer (Mike) has attempted to fit us in, but has then cancelled four times on us at the last minute for various reasons (his staff member being sick, a family commitment, impending rain, a tire blowout) -- all this before we even found out that the windows were AGAIN incorrect.

This morning, August 8th, the installer informed us the windows are now the wrong size -- another “order entry” mistake.

This has been, by far, the worst experience we’ve had with any supplier to date and is in sharp contrast to the quality customer experience you claim to offer on your company website.

We need you to make this right immediately and live up to your stated core values:

“...each relationship we build should be comprised of the best, from excellent craftsmanship to unparalleled communication.”

Brock windows has great choice of beautiful windows at very reasonable prices. I was very happy with Sales person Mike who was knowledable, helpful and quick to respond to all my questions. Window was delivered on time and I received a follow up phone call to ensure all is good. I would use them again.