Complaints

This profile includes complaints for Brock Doors & Windows Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Brock Doors & Windows Ltd has 4 locations, listed below.

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  Brock Doors & Windows Ltd

  278 Orenda Rd Brampton, ON L6T 4X6

• 

  Brock Doors & Windows Ltd

  4 - 145 Kingston Rd E Ajax, ON L1S 7J4

• 

  Brock Doors & Windows Ltd

  2347 Industrial Park Road Innisfil, ON L9S 3V9

• 

  Brock Doors & Windows Ltd

  1751 Wentworth Street Whitby, ON L1N 8M2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:28/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have previously filed a complaint with the BBB to help resolve this issue. Code # **************. After this complaint, they did finally come out to help. This was in January 2024. They looked at the doors and said they would have to replace them but it would take time to order new doors. I haven't heard anything since then. The business repeatedly ignores my request for a call back. For background, I had doors installed by them in 2022. And since then I have been trying to get a repair done to my patio doors. They have done minor repairs which has not fixed the problem. The last time they came out which was January 2024, they agreed that they needed to remove the doors and put new doors in as they were not installed correctly. I have not heard from them since. I tried reaching out, and one of the people who was dealing with my file (******* **********) is no longer with them and I'm not sure the person who came by in January (Odisho) is still with them or not but I've tried emailing their service department on several occasions and they indicate they'll get back to you within 3-5 business days but I've heard nothing. My last email I told them that if I did not hear back that I'd be reopening this file with the BBB as I'm not getting service. I paid a lot of money for these doors and they leak when it rains and are stained from the rain at the bottom of the door. I'm worried that the water is getting under the subfloor. Wind comes through them so much so that they howl. I simply want these doors fixed or redone as they promised. I paid to have these professionally installed correctly and I think they should fix or replace the doors as they were not correctly installed otherwise I wouldn't be having these problems. I think I've been patient since the last time they came to see me was in January. They said they needed to order the new doors and would come out to reinstall.

• Initial Complaint

  Date:23/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a few windows replaced by Brock Windows 3 years ago. This past August, we noticed wood dust and ants under the door. We opened the panels and the contractor noticed that the patio door was not installed correctly which resulted in water slowly penetrating inside the house damaging the exterior of my home. There is supposed to be a membrane that seals the bottom of the door to the outside of the house to ensure a proper seal and direct water away from the home. This membrane has not been installed properly. I have contacted Brock Windows on August 27th, no response back. There is no way of calling anyone for help, as the receptionists do not deal with anything. You must fill out a service request online. I have sent 3 service requests and have left my contact information with a receptionist, and still have not received any call back. I am hopeful that Brock will step up and contact me to work out a resolution.

• Initial Complaint

  Date:13/09/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2024 Brock Doors and Windows installed Doors and Windows at our home. The installers were not given enough .materials to finish this installation. We were told it would be a month before they had the materials. A little over a month later thd installer was to come out to finish the installation bring hardware for an existing door fix the install of a patio door and finish the install of a storm door. The day of the install we received a call to say they received the wrong materials and it woukd ve yet another month before they would be out. After not hearing from them I contacted the office. I was asked what needed completion and fixing and also for pictures. She was going to refer to the correct department. After hearing nothing I emailed once again, but now there is no reply. I have paid in full for a job that is not complete, and now it appears I have no warranty service. In addition, we were unable to receive the ******* ***** Loan as the doors were not Energy Star rated. A fact the salesman misrepresented.

• Initial Complaint

  Date:31/07/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is about my front entrance door I’ve being dealing with this issue for several years now and my main issue has not being resolved yet the framing is bubbling and getting worse could some one please contact me. I’ve sent many emails to the service dept and they do not respond. This is very frustrating that I had to come here to complain. We paid a lot of money for this and they promise and they promised this amazing customer service which is not being delivered on. And apparently you can’t call and speak to anyone, its e-mail only but they dont respond. We are ar our wits end and dont know what else to do. Thank you for your time and attention in this matter

  Business Response

  Date: 31/07/2024

  Hi *****,
  
  Thank you for bringing this to our attention, and we deeply apologize for the frustration and inconvenience you’ve experienced. We truly understand how concerning it is to deal with ongoing issues with your front entrance door, especially given the investment you’ve made and the trust you placed in us.

  We want to assure you that your concerns are being taken seriously. We have been actively communicating with you and providing updates as they become available from our manufacturer, and we apologize if this has not met your expectations. We are currently undergoing restructuring, which has unfortunately impacted our response times and service processes, and we appreciate your patience during this period.
  
  Your satisfaction is our top priority, and we are committed to resolving the issue with your entry door as quickly as possible. We will continue to ensure you are updated on the status and next steps.
  
  Thank you for your understanding and for giving us the opportunity to make things right. We value your feedback and are dedicated to improving our customer service. Please do not hesitate to contact us if you have any further questions or concerns.

  ---

  Brock Doors & Windows

  Customer Answer

  Date: 08/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:it’s not resolved yet but they emailed me that they are dealing with the manufacture (********)on this matter and as of yet I have not had any correspondence .
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 14/08/2024

  Hi *****,
  
  We have received an ETA from our manufacturer for October 1, 2024. Once all parts are received, we will be connecting with you to schedule your service appointment. 
  
  Thank you,
  Brock Doors & Windows

  Customer Answer

  Date: 02/10/2024

   as your request I waited for bwd to confirm a date and got no response .. hope to hear from them so we can finally get this matter settled it’s being to long … thank you regards ***** ***** .. I could be reached at *** ********

• Initial Complaint

  Date:18/07/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After waiting 26 weeks for my windows and doors, they were installed. Most windows could not open/close with ease. Garden door could not open at all. The door cracked, hinges rusted, and appeared to be installed backwards. After waiting a year for a repair, ***** **** tech replaced hinges and part of door. Brock tech was to complete the repair but stated the door was made incorrectly and that I would need a new one. No one has been in contact with me since.

  Business Response

  Date: 31/07/2024

  Hi *******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the ongoing issues you've experienced with your windows and doors and the frustration this has caused.

  We want to assure you that we have been actively communicating with you regarding your service concerns. As you are aware, we are currently going through a restructuring process, which has unfortunately impacted our ability to respond and resolve issues as promptly as we would like.
  
  Despite these challenges, please know that your satisfaction remains our top priority. We understand that the situation with your garden door and windows has been particularly distressing. A new door is indeed necessary, and we are working diligently to expedite this process.
  
  Our team will be in contact with you soon to provide an update on the status of your replacement door and the remaining repairs. We appreciate your patience and understanding during this time and are committed to resolving this issue to your satisfaction as quickly as possible.
  
  Thank you for your continued patience, and please do not hesitate to reach out if you have any further questions or concerns.
  
  ----
  
  Brock Doors & Windows
  Service & Warranty Department

  Customer Answer

  Date: 31/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ************

  Customer Answer

  Date: 26/08/2024

  I have not heard any course of action for my door replacement that was due to be installed Friday August 23rd. 
  I sent them an email 3 days ago asking if we were on track for installation today. 
  Based on communication from their manufacturer, ***** ****, I don't believe the door has even been reordered. 
  Can you reopen the case please and thank you ? 
  
  Thank you kindly, 
  
  ******* ****** ****** 
  ************

  Business Response

  Date: 06/09/2024

  Hi *******,

  ***** **** was provided with all pertinent information for the full replacement of your garden door on July 16, 2024. We have followed up with their service department to confirm the timelines they are working towards. Once we receive additional information from them, we will touch base with you to provide an update.

  Service #: ******
  Repair Order #: ******
  PO #: **********-************

  Thank you, 

  Brock Doors & Windows
  Service & Warranty Department

  Customer Answer

  Date: 06/09/2024

  
  Complaint: ********
  
  As per conversation with the case manager, In order to keep the complaint open, I need to reject this response until the door has been installed. 
  No install date has been provided. 

  
  Sincerely,
  
  ******* ************

  Customer Answer

  Date: 02/10/2024

  no communication about installation of replacement door provided since date of eta was initially given. 

  Customer Answer

  Date: 11/10/2024

  One of the window cranks has snapped off. 
  The house is sitting empty, so it's not caused by being over used. 
  Other windows can't fully close. 
  I was told that I need to crank the windows tighter, but even turning it slightly leads to snapping off. 
  
  Regards, 
  
  ******* 

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company received and approved my warranty replacement, in September 2023, for a window that was installed in May 2022. After approval, they stopped communicating with me so I asked the BBB for assistance and after several weeks, they replied. They apologized for the delay and set a replacement date for May 17. The workmen never showed up for the job and now they have gone silent again. If this attempt to get the window installed fails, I will be going after them for a refund of the affected window plus labour costs. I've had enough of this poor treatment.

  Business Response

  Date: 07/06/2024

  Mr. *****, 
  
  We understand your frustration and we apologize for the inconvenience this has caused. We look forward to completing your service on June 20, 2024, with our Service Manager and Senior Technician. Should you have any questions or concerns, please never hesitate to connect with us directly through ***********@**************.com or our general inbox, **********@***************com.
  
  Thank you,
  Brock Doors & Windows

  Customer Answer

  Date: 03/10/2024

  We submitted a warranty replacement claim for one of our livingroom windows that is leaking, back in September 2023. To date, all we have received from this company is verbal assurances that the window will be replaced and 2 booked and canceled appointments to actually have the work done. I have used the BBB to intervene twice before but have only received lip-service from this company. We are now seeking a full refund for the defective unit since it is more than obvious that they have no intention of actually replacing the unit. The total we are seeking for refund is $1426.19 plus HST $185.40... $1,611.59 Should we take this to court, I'm sure we would be awarded more for our time/effort/stress.