This was our second time using Clera Windows and Doors. The first time was a good experience, so we were shocked by how bad the service was for our second purchase. We placed our order on November 6, 2014 with a delivery timeline of 8-10 weeks. It was finally delivered and installed on February 13, 2015.
The good: The door looks lovely, and the installer, a sub-contractor for Clera, was very thorough and professional.
The bad: Delivery was 4-6 weeks after the estimated timeline. We only learned there was a problem after we followed up on the status of the order. There was no pre-emptive call from Clera to advise us there was a production delay, there was no offer to make a substitution that may have been available on a more timely basis, and to date there has been no apology from the company for this oversight. A promised call from the Vice President of the company never came.
The ugly: In the repeated calls to the sales representative to nail down the delivery timeline for this order, we were told "two more weeks." Then we followed up again. "Two more weeks!" Finally, we had to file a complaint with the Ministry of Consumer Services and invoke Article 26 of the Consumer Protection Act to cancel the order and demand a refund of our deposit if it wasn't delivered and installed within the week. Well, what do you know? The door that was expected to be in production for a further two weeks was suddenly ready for installation. Upon investigation on their social media properties, coming right to the brink of legal action is the only way to conduct business with this company.
We plan to replace the windows in our house in the next year or two. I don't know who we will be using, but it certainly won't be Clera Windows and Doors.
- Approximate cost of services:
- $3,600.00
- What could this company do to improve their services?
- Deal with their customers fairly and honestly, be proactive in their communication, and apologize for their mistakes.
- Any advice to offer fellow homeowners facing a similar project?
- Choose another company.
- Company Response
Dear Julia, First of all we apologize for your bad experience. We are glad that you are happy with your new door and the installation. We agree that there have been delays in door manufacturing and our local branch failed to keep you up to date. If you are unhappy with your local branch, please contact our head office directly and someone from management will definitely return your call. Did you contact someone (or VP) at our head office? We received your email via local branch last week regarding your door order and we arranged to get it installed with in time period specified by you in the email. Once again, we apologize for your inconvenience and we ensure that you will enjoy your new door for long time. Thanks - Clera Admin