Booked 3.5 months ago for just 5 new windows where they said it would be 6 weeks. They have passed the buck from one department to another, all stating they cant do anything. Be weary of what they say in the sales pitch too as they use subcontractors(or in our case Sub contractors of subcontractors) despite saying they don't.
They have accused me of "relentlessly" calling the office to get the order completed but if the company would return a call, perhaps I wouldn't need to call again. If there was even the smallest amount of care put forth, perhaps I would have to complain. Unfortunately not at Clera Windows. Not even an apology from the sales person/branch manager or a hint of truth behind the sales pitch. No care from the CS manager who told me they don't provide Customer Service unless the job is complete and especially not the VP who threatened me with small claims court if we cancelled the order after 3 months of no installation. They simply wait for the initial deposit and stick to the small print in the contract (allowing 150 days).
The company finally at last minute said they could install on Thanksgiving Monday, so we changed plans to suit them, as we were told this would be the last appt. in weeks. The installers that showed up were actually "sub contractors of sub contractors" (their words) who did not have the ability to complete the job. They did not feel they could do the job without damaging our house, so they left!
The most disheartening thing about this debacle of a company, is that their reason for this and all the other complaints you see is they clearly booked as many jobs as they could with out having the man power or initention to complete them on time or with their proper installers. They simply cash the cheques and pass the buck if not able to meet the quoted installation date. You would think they would offer a discount given they now employ "sub contractors of subcontractors", but no. As i said before, they simply offer to take you to small claims court given the contract allows them for 150 days (5 months) to install.
Windows finally came in on October 20th 2020, 14 weeks after booking. Hopefully the windows hold up better than the service of the company.
Stay away buyers, at least the big companies own their mistakes, apologies and try to make it right.
- Approximate cost of services:
- $6,000.00
- Company Response
Updated October 22nd- Dear Spencer, we installed your windows on October 20th and hope you enjoy them for long time. We apologize for the delay and wish we could have installed them sooner. We would really appreciate if you could amend your rating based on our product and installation. Thanks-Clera admin. Original Response - October 21st - Dear Spencer, Thank you very much for your feedback. We apologize for the inconvenience and understand your frustration, however Clera has never neglected you as a customer. As we all know that we are in the midst of Pandemic and trying to do whatever we can with the limited resources. Your contract was signed on July 8th and processed on July 13th. You followed up with our customer service dept and Vice President and both told you that production is running behind due to Pandemic and provided you with actual status of your windows. Since you were calling our office relentlessly, as soon as your windows were ready, our local branch squeezed your initial installation on Thanksgiving day. Unfortunately, our installation manager didn't put down proper notes and Installer needed to buy more material to complete the work. Since all the stores were closed on Thanksgiving day, Installer decided to not start the job. All the installers are booked two to three weeks in advance and we are trying very hard to make arrangements with other customers and schedule your installation again. We hope you understand that there is shortage of workers and raw materials in our industry which has slowed down the manufacturing and installation process. Our office will be contacting you soon to book installation of your windows and hope everything will turn out to be good. Thanks- Clera admin