New Review: Our windows arrived late and were installed August 17 and 18, 2017, taking an additional day over what we were told. During installation a stake which holds a garden light (part of a set) was misplaced by the installers, and the windows were left in a messy condition with glue on the glass that we were required to clean. Also, a screen for one of the windows was missing. Clera arranged to deliver and install the screen later that month and asked that someone be home for the afternoon (I forget the date) but nobody showed, and we received no phone call explaining the missed appointment. We contacted Clera and the screen was delivered (left outside) the next day. We were also told the screen was ripped and had needed a repair, the resulting repair was a loose screen (not taut like the others). Late October we noticed our kitchen window seal between the glazing had separated, and what appeared to be moisture had entered between the glass panes (see attached photos); it took 3 attempts (705-739-8199) to make contact with Clera (Barrie) on October 30th. Clera asked us to send them an email with a photo (also sent October 30, 3017), and we were told by Diane (or Joanne?) that we would receive a call the next day (November 1, 2017). We received no reply, and on November 3, 2017 I contacted Clera who told us that the window was in fact defective and that a new one had been ordered; as of December 15, 2017 we have yet to receive our replacement. November 8, 2017 we were cleaning our windows, and noticed a similar defect in several of our bedroom, living room, and dining room windows and I contacted Clera and spoke with Diane (November 9, 2017), who asked us to send more pictures. I asked Diane to send someone out, rather than send several photos over several emails, as sending files that large often fails. Diane agreed that sending someone was more appropriate, and we were told they would contact their service rep and be back in contact with us the following Monday (November 13, 2017). We had heard nothing, and so November 23, 2017 I called Clera to find out what was happening, and I believe I left a message, I then called back November 24, 2017 and was told again someone would be in contact and sent out. Having heard nothing, and fed up, I contacted Clera Head Office Customer Service department (1-844-738-3936) and left a message on their answering machine - as of December 15, 2017 they have never returned my call. December 6, 2017, still no word and so I called (Barrie) again and spoke with 'Matt' (Mack?) and he said that it was unacceptable to have waited this long and that he would contact his guy immediately. Shortly after Matt had called me back to say 'Chris' could come out that Friday, however we were at work during the time, and Matt said he would have Chris phone us to arrange a date and time that worked. This was the last communication with Clera. We have decided that enough is enough and have extended our complaint to the BBB December 14, 2017. Throughout the process, this company has provided deplorable customer service, I cannot say I have experienced such bad service in my 40+ years of life. Also, as a final note, we had to chip the ice off the INSIDE of our bedroom window this morning (Dec 14, 2017), and we run an HRV in our home.
Dec 17, 2017 - Finally received a call (message) from Clera, while at work. At this point we are waiting to hear back from the BBB, then we'll return the phone call.
