We purchased new windows and had them installed in July 2013. Overall the windows and doors are fantastic. The installation was quick and very well done. In our experience communication and accountability were the biggest issues. We noticed some minor deficiencies after the installation and it took 6 months and a negative review on Homestars to get them addressed. (see original review) The installer initially called the day we arrived home with our newborn and we explained the timing wasn't ideal. He said he would call the following week to set up a more suitable time. After 6 months of unreturned messages to the installer, local manager and head office, it took my initial negative review to get the ball rolling. Within a few hours of the review being posted I received calls from the installer, local manager and head office. We were told we were victims of miscommunication. The local manager thought the installer was taking care of it and never followed up with us to make sure. The installer thought he had called and left a message for us. Understandably one of our messages to head office was left during their holiday shut down, which would explain a delay, but doesn't explain why we didn't receive any response to that message or others left in previous months. In the end both the local manager and the installer showed up to fix the problems and it took them less than an hour. It's unfortunate because all of our frustration and dissatisfaction could have been avoided if someone had just returned a call back in September.
- Approximate cost of services:
- $10,000.00
- Company Response
Dear Holly, Thank you very much for choosing Clera Windows and Doors for your house. We apologize on behalf of Clera Windows and Doors for the Neglect. We understand there was a lack of communication between local branch and the installer. Your issues should have been rectified long time ago. We have a record of your call to our head office during holidays on December 30th and our office was closed till Jan 6th. After receiving the call from head office, Our local branch should have followed up with you and notified that his installer is on vacation till yesterday. We take our reputation very seriously and that is why you received call today from Installer, Local Manager and the Management. You have confirmed a Service Call with our installer for this Friday and he will be able to look after your service issues. Should you have any other concern,please feel free to contact our head office at 905-738-1870. Thanks - Clera Admin