It was a no brainer for us to call Clera for the windows as our new house as we had worked with them previously (3 times, to be exact!) at our previous address as we replaced the windows.
This time, we met with our rep Jacqueline, who happened to be our previous reps daughter (what a small world!). Jacqueline was quick to get back to us, assured that our windows and doors would contribute to a green energy rebate, and told us that the colour we had chosen (black) was the colour of the vinyl. I specifically asked if they were painted, and was told no.
We have a metal roof. Jacqueline asked that we call our roof company to check about the warranty, as one of the windows we needed to replace was above the garage, and that we may need to rent a lift. After speaking to our roofing company, we confirmed that our warranty would be voided if anyone walked on the roof. We booked an installation day, and booked the lift that was required. This cost us just under $1000.
The lift was not used. It sat in the driveway for two days, and it was evident that they installers had walked all over the roof. When I sent a concerned email with photos to Jacqueline, we received a phone call from one of the installers assuring us that they "do this all the time," and that they "know what they are doing." I never heard from Jacqueline. I called the office several times, and had to leave voicemail messages noting damage done to my house above walking on the roof (they chipped our freshly painted brick, dripped black paint all over my walls and trim, and scratched the hard wood floors).
We had booked an energy audit for our home after the installation in order to get a federal rebate. We were instructed to have all of the labels left on the windows for the auditor. We were assured that this would be done, but they were removed. I had to follow up 3 times (again by leaving voicemails at the office) for the information about the windows and doors to pass along. I only received information for the windows, and was told that the doors don't qualify. At this point, I was adamant for the information, as I didn't trust their advice. However, they were correct on this that the doors did not qualify. Had we been told the correct information in the first place, we would have chosen a different door model, or gone elsewhere if they were unable to deliver an adequate product.
After the installation was complete, there were some parts that were needed, and these were delivered. Once this was complete, I reached out once more requesting a refund for the lift that we rented, at a minimum, as our roof warranty was now voided, and that they were not transparent about the product we were purchasing. I see now that our $30,000 job was not that important to Clera, but the additional monies spent on the lift is just salt on the wound.
What an absolute disappointment, and I had had to caution anyone that I had previously referred to this company. The communication is sub-par, and honestly, the products that we were sold are far below the expectations that were set by the company.
