We decided to go with an expensive fibreglass front door since our old wood one was warped and no longer air tight. We ordered the door August 8, 2016. The door was ready (so we thought) for October 25, 2016 (11 weeks). The installers took off our old front door, sill and all the casing. Then they brought in the new door. The door was the wrong door!!!!
The salesman called the office and found out the distribution (Dorplex) made the error and said they would do all they could to get the correct door made as a rush order, but they would have to install the custom glass in the new door from the wrong door and switch the handset AT MY HOME. So, the door and casing will no longer be made as one unit and we still do not have the new door. It is now over 6 weeks so I don't know what put a rush on it really means. And, I only hope when the door comes it will fit the casing, glass and handle!!!! Poor service for over $5000. Does Brock have no quality control to check the door when it comes from the distributor to ensure it is the correct door for the customer??
I surely hope we will have our correct new door by Christmas.
******** In response to your reply, I notice you don't address my main concerns, i.e. the new door fitting the custom casing properly, the custom glass fitting the new door properly, and the handset having to all be changed at MY HOME. I believe for this amount of time I could have received new casing, new glass and new handset all made custom for the new door and have the installation process repeated so that everything fits together properly!!
********* Second Update: We found out 2 days ago from Brock that the new door will not be ready until 'AT LEAST JANUARY 21ST'. So, we are going to get a door that was not made with the casing nor will the glass be made for this exact door and it will take 13 weeks from the time the incorrect door was installed. I can't believe it. WHAT IS RUSH ABOUT THIS CORRECTION?? Unbelievably bad service. We were told it is taking this long because the manufacturer does not have the door we originally ordered in stock - it took 7 weeks to determine this????? At best the correct door will take 13 weeks from the time the incorrect door was installed, longer than it took to get the door in the first place. So, at best, it will be from August 8 (date of order) to January 21 (when we will hear the installation date).!!!!!!!!
UPDATE: We finally have our correct door, first installed in February but as I suspected we had to have the installer from Dorplex back to our home since the door was not fitted properly to the casing. It was all finished to our satisfaction March 10. That is August 8 to March 10, 7 months from order to final installation and 3 visits instead of 1 to our home. I asked for monetary compensation for all the extra work and inconvenience to us. Brock agreed to only $150. I think on a $5500 door and the amount of inconvenience to us they should have compensated us more. No more business with Brock!!
- Approximate cost of services:
- $5,500.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hi there AS,
We apologize that upon installation it was discovered that your door was incorrect. We had contacted the manufacturer, and emphasized the urgency to rush your order, but unfortunately fibreglass doors take more time to manufacturer than most. We do not inspect the products when we are cross docking them at our warehouse. Removing the packaging to inspect would slow down the process & double handling would include more point of process where the product might be damaged. We have spent time at the manufacturer and are happy with their QA and QC processes. When receiving products to our warehouse, we must leave all product in it's original packaging, however we do inspect for damage that may have been caused by freight carrier. Unfortunately, whether the error was caught at the warehouse or at the time of installation, rescheduling and further delay to your project would have occurred. We are very sorry for the inconvenience this has caused, and we will advise you when your new door has been delivered and we will schedule an appropriate time to install.
UPDATED: * Hi AS, we apologize if you feel we did not address your concerns, we would like to assure you that all your concerns will be addressed in regards to the glass, casing and handle set to rectify the situation. Switching the glass out at your home will not damage the integrity of your door. If we were to order an entirely new door system, instead of switching out the glass etc. it would cause even further delays and we would like to remind you that the manufacturer will be replacing said items, and you will be hearing from them regarding dates. Thank you for your updated feedback.