In order to maintain the highest quality of products, installation and service that our many referred, as well as repeat customers have come to expect from Brock, we do everything possible to satisfy each and every customer. Sometimes circumstances our beyond our control. We remember your job well. There were a lot of unforseen circumstances with regard to changing your old bay to a larger bow window. This involved brick, siding and stucco cut out. When we cut into your home, the first surprise we ran into was a double wall (2 beams), and it snowballed from there. There were many differences from what was sold, and how you wanted it installed - to name a couple - a roof with potlights as well as the location of the cut out, etc., etc. We should have sent the sales representative back once you started making changes, instead of handling this through the installer. OUR MISTAKE. You came into the showroom and we upgraded your head and seat from melamine to oak at no additional cost. We upgraded your windows from double/single hung to pictures and casements at no additional cost. Another delay was caused because you wanted the shingles from your roofer so that they matched your home (we can understand that). We had to wait for those. Unfortunately, we had no choice but to cut the little shrub beside your window. It was in the way of the knock out. We make every effort to save what we can. We have several notes and emails in our file where our service & installation manager as well as the installer tried to contact you during this time and later, without success. We later found out that you had left the country for an extended period. Once you returned and contacted us, we resolved matters. We drove by your home today to take another look at your bow window, and in our opinion it looks very attractive. We would love to have another opportunity to change your opinion of Brock around, if you would give us another chance.