Brock Doors & Windows Ltd. has a solid reputation for quality and craftsmanship in the home renovation industry. One of the first to bring vinyl windows to Ontario homeowners, Brock has always recognized that improved technology and quality materials can maximize your homes heating and cooling efficiency. Specializing in custom vinyl windows, pa read more...
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This company has a lot to answer for. They priced out a storm door for my home along with a patio door for the back of my home. At their insistence, they wanted two separate invoices.
As it turns out, the reason was because they had no intention of completing the storm door. They only used that as a ruse to gain the patio door business since I was clear I'd only hire a company that would do both. Unfortunately they let the fact that they would not install a storm door slip a few months later, but it was already too late.
As for the patio door, the installation was a mess. They tore off trim that didn't need to be removed and glued trim to my tile for some reason. Cheap trim too along with cheap sealer - we're talking the cheapest Home Depot grade materials. On the outside, they made several ugly miscuts and then tried to hide it all with a comically-large path of sealer, smeared all over my antique wooden siding.
After I complained they returned to try to correct the job and managed to make it worse! Even Brock's salesperson agreed it was unacceptable. But then Brock stopped answering the phone or returning emails. They vanished for months. Finally I received a call demanding payment. I told them they had done damage and abandoned the work but other than acknowledging some of their mistakes their only response was to file a collection agency report for work they admitted was substandard.
I urge strong caution to anyone considering doing business with this company.
Ordered 2 sets of replacement windows April 14/22. Estimated delivery 12 to 20 weeks. Arrived August 9/22 to install. Removed master bedroom window only to discover windows were incorrectly ordered. Took 4 hours to install one window. This resulted in a large gap between drywall and window frame. Used 4 inch trim to cover gap. Window blinds no longer fit. Was given a $250.00 credit against cost of $938.00 cost for replacement blinds. Only sealed left and right hand moldings. Top and bottom were left with a large gap between trim and drywall. Photos were provided to Brock. Was advised Brock would correct when they installed 2nd set. Could not wait for them and corrected myself. Installers refused to install 2nd set! Brock advised they would re-order 2nd set.
ETA on reordered windows was early Dec/22. Date came and went. Repeated calls/voice mail to Project Coordinator went unanswered. Attempts to contact a Manager were unsuccessful. Have dealt with other window suppliers in the past and have never experienced the poor level of communication and service as I have with Brock! Find another supplier!
Sales: Professional and helpful.
Product: Windows seem to be of good quality.
Installation: Poor and rushed resulting in property damage:
- Dragged windows along our back patio and front walkway damaging the pavers which now require repair or replacement
- Damage to our front door
- Damage to a pillar out front
- Damage in several spots to a concrete step at the back door
- Damage to an interior wall
- Improper installation of the patio door lock
- Screws improperly installed in the window frames
- and others
Brock Doors and Windows installed our windows and a patio door on March 30th, 2022. As of today, May 11th, 2022, they have not responded to our multiple requests for a plan and timeline to resolve these issues. Brock is aware of and has acknowledged all of the issues, they have pictures of all damages, their salesperson visited to inspect as did a supervisor. Frustratingly, after a month of asking and waiting Brock still has not communicated a plan with a timeline to fix the problems.
We understand Brock is probably busy and we respect that - all we have asked for is a plan - that someone simply respond indicating they’re going to fix this, how and by when. One email with those details was all Brock had to do.
Unfortunately, Brock's actions after the installation have demonstrated that their priority is the sale, not customer service. So, buyer beware - if you’re considering new windows or doors our recommendation would be to avoid Brock Doors and Windows because should anything go wrong after the sale, our experience would indicate that you will have a very difficult time getting those issues resolved.
Horrible company to work with. Look at all negative reviews of this company, the same story of no response to address the problem. The same company response of great concern, elevating complaint(like they are so big?), and providing a phone number that leads to mail box. Installing should go smooth a good window/door company is able to respond when it doesn't. This is not a good company. My experience good at taking deposits, late on measuring, late on Installing, late on repairs parts wearing out in less then 2 years, completely unresponsive.
Save yourself a lot of aggravation and go elsewhere for your windows and doors. In December 2018, I purchased four windows and a sliding glass door from Brock Doors and Windows. The installation of the door and windows did not go smoothly. The lock on the sliding door broke shortly after it was installed leaving us with an unlocked back door. After numerous calls and emails, it was finally fixed. In the process of fixing it, the screen was ripped and that too had to be replaced.
About 6 weeks ago the handle on the screen door broke. I tried to contact the service department at Brock to see about getting a replacement and in spite of calling and emailing numerous times, no one has called or emailed me back.
I finally phoned the sales department as I assumed that someone would answer the phone in sales and spoke to a woman who gave me the extension number of someone in service and promised to follow up with an email to her. I have called her several times and left messages and she has not bothered to return my call.
The other day, the lock on the screen door (which has come out of the casing) jammed and locked me out of the house. Fortunately my husband was home and I was able to get him to open the front door. I'm now afraid to shut the screen door and lock myself out of the house.
Given the shoddy service I received during the installation, I had hoped not to have to deal with Brock again. But obviously that's not the case. I wrote a letter to the company president last week but have not heard back from him either.
I don't know what to do now as I can't get anyone at Brock to respond to me. It's only been 18 months since I bought the door from Brock and it should not have broken so quickly. There are no small children living in my house. Both my husband and I are seniors who are usually gentle in opening and closing the screen door. I don't know how this company stays in business with the kind of service they provide.
Brock did a devastatingly bad job. I was having all the windows, French door and front door replaced and Chris who sold me on everything was great but when problems started arising he was nowhere to be found. Adriana, the project coordinator was horrible, rude, and incompetent. They postponed their appointments or just didn't show up when scheduled numerous times which delayed other projects and wasted our time and money. Once they showed up to install, it was disgraceful. The guys were unprofessional and sloppy and the job was (and still is) incomplete. They scratched the beautiful front door and then installed it incorrectly so that it doesn't close properly, it scrapes everytime you close it. They poked holes all through my house. I had to re-plaster everything. They scratched most of the beautiful new frames, I've had to since get them repainted. I'm looking into launching a lawsuit.
I am impressed with how amazing my windows and doors look! Brock Windows and Doors certainly went above and beyond my expectations. The employees were on time, respectful and worked very hard to get the job done! The quality of the windows is amazing and all of my neighbours are complimenting me everyday. Thank you so much again for a job well done!!!
We ordered windows in April and were told it would be 8 - 12 weeks for installation The installation was delayed until September. It was well documented when we met with the Sales Rep that there was an issue with the height of our bathroom window. When the installation finally happened, the installer refused to do the window. Customer Service will not give us a definitive date to have this window installed. We are told that they will know "in two days" or "by the end of the week", but no confirmation has been communicated. In addition, the trim work on the kitchen window needs to be redone. This was communicated to Customer Service via email including pictures. We have been told that the trim has been reordered but we are not sure that it will be correct since we are not sure if the problem was due to improper measurement or improper installation. No one is coming to remeasure the window. We are extremely disappointed in Brock and cannot in all good conscience recommend this company. Every company has unexpected challenges, however it is how you handle these challenges is what good Customer Service is all about. UPDATE: We received an email on October 2nd from Sandy in Customer Service apologizing for the delay however she cannot give me a date to have the last window installed because the installer hasn't come into the office. I guess the installer doesn't have a cell phone. In regards to the trim issue, she said that someone would contact me 'when they are in the neighbourhood' to remeasure the window. So now I have to rearrange my schedule to be ready at the whim of this person? Now I am getting really upset.
We ordered 2 doors on January 29 and were told that were looking at 14 weeks to the installation date. We were contacted a couple of months ago with a question about our sills, but have heard nothing since. On Monday afternoon, after 17 weeks, I called their Scarborough office to find out what was happening with our order. The woman I spoke to told me she's look into it and call me back, and she didn't. I waited until Wednesday morning and called again, speaking to another woman who promised to look into it and get back to me. She didn't either. At this point I'm thinking that they have poor customer service, and that my order has been messed up, likely both. I phoned in AGAIN on Thursday and spoke to a woman named Sandy who called me back in less than half an hour to tell me that the custom colour that we'd asked for on one door had just been approved and that the doors would be 8 to 10 weeks. Sandy, who I believe works in their Brampton office, was able to quickly look up my order and offered me a discount due to the delay. I can't help but wonder if my earlier phone calls caused someone to look into my overdue order and get the colour approval. Seventeen weeks to approve a colour? I also wonder if the Scarborough office was just negligent and uncaring or didn't want to give me the bad news, likely both.
It's worth noting that this week we placed a larger order for windows and a door with Renewal by Anderson. Oddly enough, we'll be getting that order at the same time as the 2 doors from Brock, which means that (assuming both are on schedule) Renewal by Anderson will complete the job 17 weeks faster than Brock. Renewal by Anderson does very nice work, too.
I understand that things can go wrong with orders. If anyone at the Scarborough office had been on the ball they would have noticed the delay weeks ago and contacted me. The way in which the Scarborough office dealt with a customer has earned them a bad review and cost them a further, larger order.
Brock Doors & Windows Ltd. has a TrustScore™ of 3.9. The average TrustScore™ for other businesses providing similar services in Brampton and the surrounding areas is 3.3. For detailed information on how TrustScore is calculated, click here to learn more.
The following elements are used to calculate TrustScore:
Customer Reviews | Last 12 Months | All Time |
---|---|---|
Total Received | 1 | 275 |
Approved | 1 | 272 |
Unverified | 0 | 3 |
Suspicious | 0 | 0 |
Overall Rating | 1.7/5 | 4.7/5 |
Complaints Received | Last 12 Months | Last 3 Years |
---|---|---|
Suppliers & Creditors | 0 | 0 |
Employees & Sub-Contractors | 0 | 0 |
Transparency | |
---|---|
Posted License Information | Yes |
Posted Liability Insurance | Not yet provided |
Posted Workers Compensation | Yes |
Company Website | Yes |
Social Media Profiles | |
Endorsed by Peers | Not yet endorsed |
In Business Since | 1990 |
Member of TrustedPros Since | 2015 |
TrustedPros does not validate certain information provided by contractors and vendors in conjunction with the creation or maintenance of their profile and we cannot endorse or guarantee the performance of any contractor. TrustScores are provided for informational purposes only. We urge you to use the TrustScore™ in conjunction with the tips provided in our Hiring Guide to maximize the probability of hiring the best professional for you project.
We carry nine different styles of window choices, consisting of single-hung, double-hung, slider, casement, awning, bay, bow, custom and picture windows; visit one of our 6 showroom locations for an in depth look at all your options!
Brock Doors & Windows Ltd. has a solid reputation for quality and craftsmanship in the home renovation industry. One of the first to bring vinyl windows to Ontario homeowners, Brock has always recognized that improved technology and quality materials can maximize your homes heating and cooling efficiency.
Specializing in custom vinyl windows, patio doors, entry door systems as well as garage since the early 1990's.
Call us today for your FREE In-Home Estimate! 1(800) 449-3808, or visit our website.
Main contact(s) | Mike Nolet |
Listed with TrustedPros since: | 2015 |
Residential work | Yes |
Commercial work | No |
Warranty | Limited Lifetime Warranty* Provided by our manufacturer North Star Vinyl Windows & Doors. |
Accepts credit cards | Yes |
Year established | 1990 |
Offers financing | Yes |
24 Hour emergency service | No |
Legal structure | Limited Partnership |
Licensing information | Yes |
Insurance information | Contact Brock Doors & Windows Ltd. to request insurance details. |
Check local laws pertaining to license requirements and verify license and insurance details provided by the contractor prior to hiring.