My wife and I have owned several homes over the past 35 years and as any homeowner will know there is always the need for repair and replacement. In this regard we have purchased numerous windows and doors for our homes over the years and used 3 different suppliers.

In June 2020 we visited the showroom of Brock Windows and Doors ("Brock") in south Barrie Ontario and saw two sets of doors we liked and placed the order. As we were just coming out of the first wave of COVID and we were told the time for delivery and installation would be delayed up to 8 weeks from the normal 4-6 weeks. This was certainly understandable as no one had dealt with a pandemic in over a century, so, we were prepared to be patient The delivery was promised for late September of 2020. That date slipped and appointments were rescheduled and missed on several occasions several times without any notification. We were just left waiting and had to follow-up, often with phone calls or e-mails that were not responded to. Eventually, after much persistence on our part, a date for delivery and installation was set, and met, in January 2021 (yes a full seven months after the initial order was placed). The service team installed handles upside down, the front doors did not close properly (an issue in the winter to say the least) and they showed up with the incorrect trim, or no trim for one set of doors. We were promised all these deficiencies would be remedied in the next few weeks. There was little in the way of follow-up by Brock and we called repeatedly only to be largely ignored by the numerous people we contacted. We encountered customer service representatives who have no voice mail set up, service managers who do not return calls and outright indifference to the problems with this order. (Angelyka Miceli, Steavi Potter, Vicky Giansante and John Elvidge are the people we dealt with). The later 3 are from the parent company of Brock, Corner Stone) . We finally posted our complaints on the Net and it was only then someone from Brock contacted us and arranged a service call in May 2021 (yes, May 2021 a full 11 months after the initial order was placed). The tech fixed several of the deficiencies of the original installation and in addition reset the shims, which, according to him were all wrong. Unfortunately, the tech was not given the trim for one of the doors and what he was given for the other set was the wrong size! (after 3 people from Brock having measured it). So, after 14 months the trim is not installed on either set of doors and it remains an unsightly mess with insulation and drywall exposed. We have tried repeatedly to get someone at Brock to respond, but to date to no avail. Unfortunately, we paid 99% of the purchase price in January 2021 on installation of the doors themselves, so it would appear to us Brock has decided they have no incentive to complete the contract and their contractual responsibility to us. We have retained another supplier of doors to fix the mess and asked Brock for reimbursement, which, true to form, they have not responded to. We will no doubt have to pursue this through the Better Business Bureau and/or Small Claims Court

Based on our experience we are of the view this is a most unprofessional organization, not interested in customer satisfaction/service and is the worst consumer experience we have had in over 35 years of home ownership.

Let the buyer beware.

J+J

Oro-Medonte Ontario