Visited several showrooms to look at exterior doors and liked the quality and style of Brock "Cosmo". We placed the order when the salesman came to our house 0n 19 July 2018. Measurements were done and door was to be ready in 8 weeks which fit with our renovation timetable. Did not hear from Brock so I called to inquire on 22 October and was offered installation on 31 October. Two hours after the installation appointment time, Lisa called to say that the installer had "safety concerns due to the inclement weather" (it was drizzling slightly but they did not know if our door had outside exposure or was inside a porch). Installation re-booked for 9 November. On 8 November Lisa phoned to cancel the next day's installation "because it is going to rain and snow tomorrow". 3rd installation appointment booked for 15 November. Mark phoned on the 15th to say the installer had "vehicle problems" and he would have to re-schedule. I said, NO! Mark claimed to have no knowledge that this was the 3rd cancellation. He re-scheduled for 17 November which necessitated my husband having to stay home from an out-of-town family event. The door was installed on the 4th appointment - except for the caulking around the outside of the door because the wrong colour caulking was sent with the installer. We withheld $500, and were assured that the correct blue caulking has been ordered and "shouldn't take too long to to arrive and then we'll get someone out to finish the job". Still waiting 7 weeks later. The door is beautiful but the dreadful customer service means I would never use Brock again.
- Company Response
We appreciate you finding us online and detailing your experience. We would like to apologize for any and all inconveniences experienced throughout your project. At your earliest opportunity, please connect with Natalie Wynter, our Customer Relations Manager at firstname.lastname@example.org or by telephone at 1-800-449-3808 ext. 1106.
Brock Doors & Windows Ltd.