Reviews

0/10

Post install service from Clera Head Office is unreliable at best. Whole house window and door replacement gone wrong!! Replacement windows have taken over 3 years to order from discrepancies noted on installation (January 2018). We are still waiting as of today (Nov 11 2021) ordered, made, wrong size. reordered no answer from Clera as when they will be installed. The saga continues... service arrived today for the 3rd time with the wrong sized window. Customer service has been deplorable and we have not received a response to emails inquiring about status for months. BUYER BEWARE BUYER BEWARE!

Approximate cost of services:
$12,000.00
6 of 6 people found this review helpful.
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Company Response

Mr. Simpson,

Our team is working very hard to ensure your project gets completed for you. We do apologize for any troubles you've had along the way, and we are working diligently to get this completed for you. We are very sorry to hear that the new sealed unit did not fit. Our factory build the unit with the measurements that were provided to us by the installer. We feel we have not neglected you in any way. As soon as your wife notified the Head Office of the issue on Nov 11th, we took action IMMEDIATELY. We reached out to you by email and we also notified your local branch manager. In return, the branch manager reached out to you the SAME DAY and he informed you that he and an installer will be meeting with you on Tues. Nov. 16th @ 9am to address all your outstanding issues.

Once again, we apologize for the inconvenience and thank you for your understanding.

0/10

Post install service from Clera Head Office is unreliable at best. Whole house window and door replacement gone wrong!! 1. Replacement windows have taken over 3 years to order from discrepancies noted on installation (January 2018). We are still waiting as of today (May 3rd 2021) ordered, made, wrong size. reordered no answer from Clera as when they will be installed. 2. 2 brand new premium Red doors have paint peeling off around the window insert and door handles which where installed on the doors by the installers. Only thing Clera has offered is a touch up paint bottle. We paid extra to have the doors painted Red. This is unacceptable. Again waiting 3 years for a solution. These where brand new and expensive to buy. We expected a superior quality door. Not the case. Cant blame the home owner for work done by their installers. A touch up paint bottle doesn't work!! plus said it would be shipped directly to us. NOTHING HAS ARRIVED. Over promised and under delivered. Very unhappy customers. Buyer be warned do not buy from Clera Windows and Doors. UPDATE: Service technician was out again today. Only 1 of 2 replacement windows actually FIT!!! For the SECOND TIME an incorrect window was measured, ordered and shipped to be installed in the WRONG SIZE. Furthermore, we received another touch up paint bottle for the door paint issue (our 3rd now) which still does not address the issue that finish was faulty to begin with. Out two front doors need to be completely repainted. I understand COVID challenges but this started long before the pandemic and is still dragging on. Unacceptable at best. DOOR SOLUTION: would be to replace the core slabs of the door with new painted core SLABS with proper priming, painting, curing of the paint on doors; then shipped to service tech who can install with the current insert windows ( as they are still ok). BUYER BEWARE!

Approximate cost of services:
$20,000.00
6 of 6 people found this review helpful.
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Company Response

Hi Bradley,

As per our last conversation, our team is working very hard to ensure your project gets completed for you. We do apologize for any troubles you've had along the way, and we are working diligently to get this completed for you. As you were made aware, we've run into some unforeseeable complications with your product. We desire for all projects to go off without a hitch but with that being said, sometimes errors do occur. Due to the several Covid-19 lockdowns and the lack of employees in the factories along with a shortage of some raw materials industry-wide it has taken us much longer than we expected for your project to be completed. We respect and appreciate the length of time that you've waited and we can undoubtedly understand the frustration this has caused you and we apologize sincerely for this.
You will be contacted as soon as all the replacement parts are ready to be installed.

Thank you for you understanding and patience,

Best Regards,
Rita