Brock Doors & Windows
Reviews and Complaints

Brock windows installed windows in the home in 2016. Less then a year later the window in the front of house began to sag in the frame and the sliders were shifting. Brock sent a service man out. He promised repair. He quit the company the next day. They promised to send another person. Never did. Stopped returning calls. Tried contacting again a month ago as windows are worse. Promised someone would call ... he apparently quit too. Now no one returns calls. ***.

We had all our windows replaced by Brock on September 1st. The wrong window was installed in our dining room and custom trim required for the bedroom window was incorrect. They returned twice, once in the beginning of October and once again at the end of November, with the wrong window and incorrect trim. Nothing was corrected on these visits. Multiple messages have been left with multiple people and departments with no return calls or e-mails. It's been four months and we still do not have the correct window and interior trim is missing from the bedroom window. Have not received any information as to when this will be corrected since the last visit on November 23rd.

Date of transaction: Sept. 20, 2020 Order value: $39872.06 Details of order: 17 items (windows and doors) Issue: 1) Install of windows - we were encouraged to install windows before Christmas and agreed due to past positive experience with Brock. However, the installer arrived almost 3 hours late, complained about the drive, complained about his back before starting. The install was done incorrectly (2 days before Christmas) leaving some large windows in an unsafe position and one window was not sealed outside. 2) shards of glass sticking up out of the ground all over the front lawn (where they leaned the old windows) lack of response and urgency with customer service.. 3) windows were required to be reinstalled (which they did a weeks after initial install) 4) back sliding door installed April 7 was incomplete due to miscommunication of office staff with trades causing the cutout to be 4' too wide! Exposing my house to the elements again. And more...

1. contract for services March with invoice dated July 9 for a total payable of $7,686.09 including taxes ($6,801.85 list price) for 4 window frames including removal and 1 storm door. 2.Covid-19 protocols the installation occurred on or about July 9 3. The were issues with the installation and an email to Brock Windows on July 9 was delivered noting the errors: a) the storm door installation was installed wrong and it was incomplete leaving gaps on the top and bottom of the door and the lock was installed incorrectly and there was a scratch on the door window b) interior damage done to my interior walls (***) c) sloppy work completed on the caulking of the windows outdoors on all 4 windows. d) caulking mess left on my roof shingles 4. An inspector came to review the work in Sept 2020. His report sighted the deficiencies 5. Nov 17 caulking was fixed and glass door window replaced, but it was installed incorrectly and is loose. Door still has gaps

In December , I purchased four windows and a sliding glass door. The installation of the door and windows did not go smoothly. The lock on the sliding door broke shortly after it was installed and it took some time before it was corrected. In the process of fixing it, the screen was ripped and that too had to be replaced. About 6 weeks ago the latch on the screen door broke, actually it disintegrated. I tried to contact the service department of the company 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 contacted 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 also promised to follow up with an email to her. I have called this person several times and left messages ( she never answers her phone) and she has not bothered to return my call. I even wrote an email to the president of the company last week but have not received a reply. 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. Given the shoddy service I received during the installation, I had hoped not to have to deal with the company again. But obviously that's not the case. *** Any help you can give me in getting them to fix the handle and lock on the screen door would be very much appreciated.

I purchased new doors on May 20th and was given a delivery date of 16 weeks. Order number XXXXXX. The deadline came and went. I tried following up & after several attempts got a response. I was given the typical unprecedented deals because of COVID & the custom colour I required was also a problem. I wasn't told that this would be an issue when I signed a contract & paid over $2000 down. I was told that the next available update would be end of October. That date had come & gone. I have been trying now for almost 3 weeks to get an update on this. I've emailed & left phone messages once a week for the contact name I was given. On Monday Nov 15th I called looking to escalate my inquiry. I got a new person's voicemail & left a message. 72 hours have passed & no return call. I also forwarded the last email I had sent on the same date - that too has been ignored. I am approaching the 6 month mark. I have no doors, can't get a hold of a person to give me any real information or timelines and have been passed around to 3 different people. I signed a contract full of repercussions for me if I pull out of this sale, but where is Brock's accountability? I was told that they manufacture their own doors from end to end, so you would think they could better explain where the breakdown in the supply chain is. I would like then to do better than blame Covid. I wanted the doors installed before winter & I have no clue if that will happen. Each time I followed up I waited to do so until a deadline they gave me was close to passing or has passed. I am hoping having the ComplaintsBoard.com following up on my behalf will garner better results.

This complaint is on Brock Windows' inability to close out my window replacement project after multiple attempts. I hired Brock to replace all the windows. The project took place on June 21 and 22, 2021. There were a few items not completed, such as missing wheels in patio door. These issues got addressed in subsequent service visits. However, the biggest issue is with a cracked master bedroom window since delivery. The crew installed the cracked window anyways and reassured me that Brock's service team will schedule a time to replace. The nightmare started here and I am outlining the sequence of events below: - First service appointment on July 30. When the technician arrived, he noticed the replacement window was already cracked at the back of his truck. Another appointment needed to be scheduled; - Second service appointment around mid-August (I lost track of exact date, likely August 13 or around...). I was called by Brock shortly before the appointment that they would cancel it. They realized the replacement window in the warehouse was, again, cracked. Another appointment needed to be rescheduled; - Third service appointment on October 12. Same as the first time, the replacement window was cracked at the back of his truck. Another appointment needed to be scheduled. I was not amused at all; - Fourth appointment was last Friday November 12. The technician brought to replacement window to my room. Upon unpacking, there was again a crack. I was very upset this time since I called the service coordinator ahead and she reassured me they would check the window condition prior to the appointment. *** I had to take time off on 4 different days and issue remains outstanding. Brock has offered a few hundred dollars of credit but my loss greatly exceeds that. More importantly, I have no confidence in them anymore. I cannot find info on Brock's senior management to direct the attention to.

Last October my wife and I placed an order for 7 windows and 1 door/ window combo from Brock Doors and Windows. Kristian G. came by and took measurements of all the windows. We were told the windows wouldn't be installed until the new year due to covid and we understood that. At the time, I was working on the bathroom and asked if I could have that window delivered earlier so I could continue my work. Kristian told me he would make it a "cash and carry" and removed it from the rest of the order. Although he had initially measured the window, he requested that I re-measure it and send him the details. My measurements were close to his only differing by 1/2" higher and 1/2" narrower. In an effort to reduce the cost, Kristian suggested making the double casement windows single. He sent a contract for me to sign, but after some thought, I decided against the single casement. I wrote a note "Please change to double casement" on all the pages of the contract that had the details for the single casement windows. I also mentioned this change in the email with the attached, signed contract, as well as in a phone call to Kristian. The bathroom window didn't arrive until well after it was supposed to so I decided to let the professionals install it. Four of the windows were installed mid February. We were happy with how the new windows looked, however, the dining room window was installed in placed of the living room window. I was told they would swap it out when they got the proper window. I may have heard something about the living room window not fitting, but I can't be certain. Bad weather was creating dangerous working conditions so we agreed to postpone the remainder of the work. Later I noticed the bathroom window was shimmed with 2x4's. Shims are usually thin wedges of wood, used to position a window in a wall. I wasn't expecting 2x4's. I had prepped the bathroom wall for tiling with cement board as it won't expand or shift. Shifting will crack the mortar or tile. I intended to tile up to the window to integrate it into the shower area with the window sized to fit snug to facilitate this. Wood presents a problem as tiling cannot go over 2x4's even if it's covered with cement board. That will create a discontinuous surface, prone to uneven movement and will cause the grout or even the tiles to crack. This will allow water penetration, then black mould and rot. The shower will fail requiring a complete rebuild. When I measured the bathroom window, it was 2-1/2" narrower and 3" shorter than Kristian's measurements and 3-1/2" shorter and 2" narrower than mine. I then measured the middle and master bedroom windows and they were both 2" narrower than what we ordered. The middle bedroom window also had 1 opening clasps on the left and two on the right, giving it a very unsymmetrical look. The master bedroom was single casement where I requested double. On Mar. 15, I sent an email to Brock outlining some of the problems with the windows, asking how we can resolve these issues. I haven't received a reply. Eight days later I phoned the Brampton office briefly talking to a woman who said she needed to look over the contract. I never heard back from her. All calls go to voice mail and aren't returned. Emails remain unanswered. One exception was a brief call where I spoke to a woman I believe is named Hailia. She asked if I could send her the emails and information regarding the bathroom window measurements. I sent her my emails and contract but I have yet to hear back from her. As of today, it's been 42 days since my first email outlining a few of the problems and over 18 days since my last contact, which I mentioned above. I've kept a record of all communication with Brock including emails and contracts. I'm aware covid has created much stress on some companies that are just trying to stay afloat, but 42 days without any explanation is unreasonable. Any advice would be appreciated. Sincerely