Clera provided the worst customer experience I have heard of: errors, poor estimates, rude and aggressive, late, non-responsive, and non-apologetic.
We got quotes from a number of companies and went with Clera based on price and some online reviews. The salesman, Muneeb followed up with us regularly while trying to make the sale. Once the sale was made he actively avoided my calls. He had given an estimate of 6-8 weeks for installation but that was 6 months ago. Installation happened 10 weeks late and 2 of the windows were wrong.
While awaiting installation I would follow-up on average 4-5 times before I'd get a response from Muneeb. He told us the product was ready for install 3 times and we would set dates, make arrangements with work, and each time he would delay install further as the windows weren't actually ready. Multiple times I would call Muneeb from my phone # and it would go unanswered. Twice I called right away from a different number (e.g. my co-worker's) and he picked up immediately. When I got upset and called him out on the fact that he was deliberately screening my calls he reacted by hanging up on me and sending a completely unprofessional email and even called me trailer trash.
Throughout this ordeal I've contacted Diana - she did not respond to my email.
I tried to escalate the situation, I even left messages for the owner - Steve, but never heard back from him.
I contacted Raj - the VP Sales, he called me a few times the week before the install to confirm it was taking place - this was the 3rd scheduled install date, 16 weeks from the order date.
The windows were installed and two of them were wrong. The lead installer, Alex, showed us his drawings which were correct; however, Muneeb had input the wrong specs for the order. Raj promised the correct windows would be rush ordered and done in 2-3 weeks. 7 weeks later we have 1 of the windows corrected but Muneeb made ANOTHER error with the order. I didn't realize this level of incompetence was possible.
My husband finally followed up one last time and the last window was installed correctly after 7 months of dealing with this company (remember the initial estimate was 6-8 weeks). They never once provided us with updated estimates or notified us of potential delays. We were given excuses and met with aggression when trying to resolve their mistakes. No one has apologized or taken ownership for any of the delays, errors, or poor service provided.
- Approximate cost of services:
- $24,000.00
- Company Response
Dear Tegan,
Please accept our sincere apologies for the inconvenience you may have experienced in respect to your window and door purchase. At Clera, we take pride in ensuring that our customer’s are always satisfied with their purchases. After reading your review, it looks like we unfortunately did not meet your expectations. Upon reviewing your situation, we narrowed the cause that incomplete information was provided by the Sales branch to the production department which delayed the entire process. While your windows were ready in time, the doors were delayed due to supplier issues. We wish that the sales branch would have informed you that your door with the custom shaped transom and with the matching decorative glass will take much longer than anticipated. It’s my understanding that you and your husband Bryan have been in contact with our VP last year and he did apologize for the delay and arranged to have everything sorted out to the best of his ability, considering the tight install schedule in late Fall. We have taken steps to ensure that this will never happen again.
Because we deeply value your relationship with Clera Windows & Doors and are committed to providing you and all of our customers with the highest level of service, please let me know what I can do to help in this matter.My name is Rita and I can be reached @ 905- 738-1870 x240