Expected more from such a reputable company
I contacted Brock about a year ago because they had a good reputation for quality work and customer satisfaction. The sales guy Anwar did a great job explaining the available options and new innovations in the industry. He also called us immediately (June) to let us know that the GreenOn program was ending. They gave us a 4-8 weeks lead time. A team drop by not too long after (July) to take measurements. I waited patiently as months went by. In September I contacted Brock as the deadline for the GreenOn program was approaching. The person on the one was like " oh yeah, we can schedule you in on Sunday" This was midweek and too short notice for our family. The second option which we chose was to schedule it a month later (Oct). For some some reason, they said the first option would be a one day job but second option was a two day job. It seemed like they weren't very organized and if I didn't call proactively, we may have missed the GreenOn deadline. I made arrangements to relocate my wife and newborn and had to take 2 days off work. My wife and baby returned on the third day but unfortunately, they miscalculated the time it would take to complete the work, so they had to come in on the third day. The house was basically a construction zone with the noise and dust, and the cold air blowing through the open window cavity. Lastly, there were a couple of minor issue with bug screen. One had a pin missing and another got sliced during the installation. The installer made note of it and assured us that another team will take care of it (Oct 2018). Today is July 18, 2019 and I haven't even receive a call back. Overall, I am disappointed with the organization, quality of service and lack of communication that we received. I personally wouldn't recommend Brock.
- Approximate cost of services:
- $15,000.00
- Company Response
Intiaz,
We would like to extend an apology for the delays you've experienced throughout the course of your project.
The rebate program many Ontarians took part of was new to both homeowners & qualifying businesses alike. As a company taking part in the incentive, we surely experienced many changes over the course of its time, creating a department solely for the purpose of organization during that specific time period. Nevertheless, it was a new sector in our facility that we learned of only mere days before its inception and we were working hard, as a team, to ensure all our clients were taken care of, and able to receive the rebate. We do see on our end that you ultimately received the maximum payout of $5,000.00, and we're happy you met the deadline like all other Brock clientele to receive your well-deserved monies.
We do apologize for the inconveniences with the relocation and expected timeline of the project, from time-to-time it can be difficult to determine the length of the project prior to removal of your old product, but we do our absolute best in determining a rough estimation of timelines.
We've advised our Service Department, as well as Management of your concerns relating to your screen replacements. You will be contacted for rectification immediately.
We appreciate you reaching out, and would like to apologize immensely for the experience you've had.
Kind regards,
Brock Doors & Windows Ltd.
