September 14, 2019
DO NOT BUY MULTI-POINT LOCKING MECHANISM.
DO NOT BUY FROM “BROCK DOORS AND WINDOWS LTD”.
We purchased fiberglass front entry-door with multi-point locking mechanism from “Brocks Doors and Windows Ltd.” and it was installed in Oct 2016. Based on the contract, the parts and accessories had lifetime warranty. After almost 3 years, multi-locking system was broken and we could no longer lock the front door (literally for a week we left the house without locking). Finally we received a response from “Brock Doors and Windows Ltd” and were informed that it will not be covered under warranty (without giving any reason as to why this is not covered under warranty). During “Brock Doors and Windows Ltd.” site visit, the technician took a note and indicated that this was a defective part and internal part of the locking system is plastic and it gets broken, it is not the first time he has seen the issue occurred. Please note that if you purchase from big reputable companies, most of the locking system come with “Lifetime FINISHING& MECHANICAL warranty”. I.e., Wei$er brand locks (decent ones) are around $250 and it has lifetime finishing and mechanical warranty. Multi-point locking system and handles cost us over $1000 and it had no warranty for finishing as well (we purchased multi-locking mechanism built-in with door from “Brock Doors and Windows Ltd”). After even 8 months, handle and body part of the locking system got discolored due to sun and paint chipped and it was not covered under warranty either. We did not make such a big problem about color issue, but failure on the locking system was not acceptable. Why do you have a locking system if you can not lock.
We made a mistake and we purchased the door from a small family-own company which does not stand on their own product. I called HD and explained the situation and they informed if I had bought from Home Depot (Home Depot also sells the same brand of doors), it would have been replaced with no question asked. The other issue is, if you buy a normal standard locking mechanism, you can always go to manufacturer directly if there is any issue but with multi-point locking system, you have to go through door manufacturer which you purchased the door .
Another complaining about this company's process&control. The process is quite slow, even they marked and escalated this issue as an emergent issue, the door locking mechanism has not fixed more than a week. For now we are awaiting manufacturer’s pricing how much it will cost to replace the defected part and I also need to add $125+tax for installation.
As a Professional Engineer, I learned my lesson:
- DON’T BUY FROM “BROCK DOOR AND WINDOWS Ltd.”, they are good until they sell their product – family own business. Service is very inefficient and ineffective.
- DO NOT BUY A DOOR WITH MULTI-POINT LOCKING MECHANISM, IN THE END MAINTENANCE IS TOO COSTLY AND ORDERING AND ARRIVAL OF NEW PART TAKES WEEKS (I was informed 4-6 weeks) – imagine you leave your house for a month without locking.
- Please also be advised that insurance does not cover any incurred cost related to 'break-in' - if you did not do your due-diligence and did not take precaution to prevent ease accessibility.
Sorry it is a long review but I wanted all to be aware about the incident.