Rick Luening
Rating: 0 out of 5
Worst Personal Treatment We Have Ever Had
We live in Durham Region and ordered a large 2 storey window and new concrete sill for the back of our house via John the local Clera sales person.
We placed our order July 21, 2020. Due to COVID still being an issue I had asked John if production was going to be delayed which would have been understandable? He indicated that business was great, the factory was up and running full speed and he did not expect a long wait. He actually wrote that installation would occur in 7-8 weeks on our order which would mean a mid to late September 2020 install. We were surprised but assumed it was true so we signed the order for $6,500.
A couple of weeks after placing the order, I reached out to John via email to let him know that we were having artificial grass installed in our backyard mid September, in the hopes Clera's installation could be scheduled around it. At that time John told me we were now looking at more like 10-12 weeks, he gave no explanation for the delay. This was the last time I ever heard from John.
In December 2020 I received an email from John's wife telling me the window was ready but they did not want to install it because it was cold outside. I told her I thought that was ridiculous and asked for the installation to occur as soon as possible, as it happened my neighbor was having all their windows being replaced at this time so it obviously was not that cold.
I tried to contact John multiple times over the next few months with no response. We were going to move on to a new company.
In early March 2021 I received a communication from the wife of the new Durham region sales person Mike. She indicated our install would occur March 22, 2021.
They arrived with the window March 22, 2021 and could not install it because it did not fit. The brick mould was not wide enough. They also told us that they could not install the new concrete sill due to surrounding brick stability concerns.
On April 1, 2021 they returned and installed the window and the new sill without issue. I spoke to Mike after the install to express our disappointment with the entire process and communication or lack thereof. Some of it certainly felt like bait and switch. It basically took 9 months from order to install. Mike indicated he would take this feedback back to the individual responsible for customer satisfaction and they would probably get back to me.
I waited until April 26, 2021 and then reached out to Mike to let him know I had heard nothing. Today is May 4, 2021 and I still have heard nothing.
Our basic expectation here was pretty simple, an apology from the leadership of Clera. Clera is not a large company, which is one of the reasons we worked with them, I would expect the owner/CEO/President to provide a personal apology in an instance like this. The fact they have not bothered nor even acknowledged the poor experience we had is an indictment on their commitment to customer satisfaction.
Answer from pro:
Dear Rick, On behalf of Clera Windows and Doors, I would like to apologize for your frustrating experience with the then Durham region dealer John. John and his wife retired back in December. You have not received a call back from the head office as we were never notified about the issues that you mentioned in your review. The situation you've described is not typical for us, and your feedback has been taken into serious consideration. Your business is very important to us and we'd like to regain your trust. If you are open to discussing this issue in further detail, please contact me at your earliest convenience. Rita at 905-738-1870 x240 Thank you for alerting me to this issue and I look forward to speaking with you soon. Best regards, Rita
Reply created 5 May 2021