Usually don’t do reviews BUT found it necessary to express our frustration with this company. Patio Door install was a disaster!! MANY structural issues with door all in regards to installer incompetence. Locking device not lined up... threshold not packed properly causing door to “rock” up and down.... locking pin mounted to high.... 4-attempts to mount locking bracket which caused “holes” in the vinyl base. Gouge marks in vinyl where they screwed into frame. Called salesman back the same day the install was “completed” and his first response was “WOW”.... “I’ll make sure all theses issues get fixed“. WEEKS go by with not hearing from anyone. Reached out to salesman only to find out he left the company and I now had to explain the whole situation to another person. We finally had another installer come out to “fix” some of the issues and when he got there he said “ I don’t see anything wrong with the threshold”. I had to demonstrate the “ rocking” motion of threshold when we open and close the door, causing the whole bottom to “heave” up and down!! I was the one who told him that the bottom is NOT packed properly and that he had to open up the bottom and “shim” ALL OF IT!!! I, THE CUSTOMER HAD TO TELL THE INSTALLER HOW TO REPAIR THE PROBLEM!! That should tell you everything about this company. We eventually settled on the door being the way it is because we’re tired of trying to get things fixed the proper way. I left at least 2 messages and emails with Head office and got no response both times. This company showed us a complete lack of customer service.... let alone satisfaction. Incredibly frustrating ordeal. Buyer beware.
- Approximate cost of services:
- $3,000.00
- Company Response
Hello Gollaslorito,
We thank you for taking the time to write us and express your grievances on how our installation service did not meet up with your expectations. Clera has been in business for 43 years and we regard our lasting presence in the industry as a testament of our high quality products and excellent customer service. it is very disappointing that this has been your experience with the installation of your new door, this is not typical of us. Our greatest desire is to insure all our customers are satisfied at all levels and to find the most suitable way to fix the problem. As per my conversation with the new manager that was assigned to your project, after your sales rep. was no longer with our firm, informed me that he did reach out to you and left you a detailed message. Although you didn't reply back, he proceeded to order the necessary parts to remedy your door. Also, the second installer informed us that all outstanding issues have been resolved. If you feel that all your concerns have not been addressed, I will be more than happy to assist in ensuring that they are rectified to your satisfaction. Please call me Rita at 905-738-1870 x240.
Thank you again for your feedback and your business, we are truly sorry for the inconvenience you have had to deal with during this process.
Best wishes,
Rita