Great salesman came out to give us the info. Measurements were made and we determined that a custom door would work with the opening available. Miscommunication between the sales person and Head Office (we presume) resulted in an employee from the company coming out to remeasure the opening for the door. We were told that we would now need to cut into the brick in order to widen the opening. We thought it strange because we were getting a custom door. We contacted the sales rep that we had met with, initially, and he said he would contact Head Office to get it straightened out. He called us back and said it had been straightened out. On the day of the install, the door was fine, but the caulking job was poorly done. In some areas the caulking was thick, in other areas thinly applied, and in several corners, missing. The caulking was also very haphazardly applied. We took pictures and requested that it be redone. We also noted that wind was blowing under the door, which seemed odd for a brand, new door. The pictures and our concerns about the weather stripping were communicated to Head Office. We were told a person would be out to fix the problem. I believe his name is Tom - great guy who did an amazing fix on the caulking. He was aware of the issue with the weather stripping, but did not have the proper weather stripping to fix the issue. This was communicated to Head Office. We were told that another employee would be out with the weather stripping. The gentleman who arrived did not have the proper length of weather stripping, so it was not installed. This was communicated to Head Office. We indicated that we would not pay the balance of the payment until we received the proper weather stripping. That was in the spring, prior to Covid-19 restrictions. We have yet to receive the proper weather stripping. Today we received an email from the collection agency for the balance of the payment owing. We refuse to pay until we receive a complete product.
- Approximate cost of services:
- $3,800.00
- Company Response
Matt,
We're sorry for the unfortunate circumstances surrounding your garden door weatherstripping. We have advised our service department of your concerns and have placed a note within your file stating the outstanding item and your overall experience.
A member of our team will be connecting with you regarding rectification and an estimated timeline for an appointment. We will also be removing you from any collections once confirmation is received, in writing, that you agree to pay your remaining balance on the date of and following completion of the weatherstripping service.
We look forward to resolving this alongside you and appreciate you bringing this to our attention.
Kind regards,
Steavi Potter
-
1-800-449-3808
info@brockwindows.com
Brock Doors & Windows Ltd.