Brock Doors & Windows Ltd.

Our overall experience with Brock Windows was AWFUL. After doing some online research and obtaining a variety of estimates, we decided to go with Brock despite their giving us the most expensive quote because the sales rep assured us that they were used to working with old houses and that the installers would be able to replicate the existing trim (that is on all our other windows; we were only having a couple replaced). After we signed and made a deposit, and having been told to expect a visit from an installer to take measurements very soon, we waited for over a month. Phone calls and emails to the head office went unreturned. When I finally got through to someone, she helped look into things, but it still took ages. When the installer eventually came, I went over things with him again, seeking confirmation from the person who was actually going to do the work that it wouldn’t be a problem to replicate the existing trim. He said that that request hadn’t been on the order, but that it could still be done. I had it in an email from the sales rep that replication of the trim was not a problem, so there must have been a lack of communication somewhere. I was concerned at this point, but as the issue seemed to be more notice that there was a preference for replication rather than inability to do it (it is a standard, available trim – nothing fancy), I didn’t worry too much. The installation date was much later than we expected, and I had to push back masonry work that had to be done after the window installation. When the installers finally came to put the windows in, they began by telling me they couldn’t replicate the sill part of the trim when I spoke to them about it right away. They had had two previous opportunities to tell me this and never mentioned that it would be an issue. However, they said they could reuse the existing one. I was fine with that. I went to work, assuming that everything else would be all right, but when I returned, they had installed trim around the top and sides of the two new windows that was completely different from everything else in the house – about twice the size and very garish. There were also large holes in the drywall everywhere. I didn’t know this was going to happen and wish they had told us in advance that in replacing windows we would also need to hire someone to come in and do drywall work afterwards. I signed the form the installers had with them saying that I was “completely” satisfied with the job because I simply wanted them out of the house at that point. Brock’s information sheet for customers says there will be a follow up to make sure the customer is satisfied with the service. It has now been three weeks and there has been no follow up. So basically Brock Windows was slow, uncommunicative, negligent in their internal order processing if not disingenuous in telling me that the trim could be replicated, and insufficiently communicative about the process itself since I didn’t know I would have to hire someone else to fix the walls afterwards. Actually, I had to hire someone else to take off the hideous trim they put up and to replace it with the readily available trim (at Home Depot and doubtless elsewhere) we required and were promised, and to do the drywall work. Brock did not follow up. So overall I advise you not to trust their sales reps, time frames, or delivery on promised work.