In June 2014 we received a flyer from Clera Windows and Doors offering 35% of installation services. We were in the market to replace existing double doors in both the kitchen and dinning room. Our existing doors were not french doors - only one was functional. <br><br>
The salesman from Clera came promptly and we agreed on the doors we would purchase. The experience was good, not pushy, and he seemed knowledgeable about his product. Although the doors were pricey, we had read on HomeStars that they were worth it and Clera was a great company. <br><br>
We're doing major renovations, and this fit into the budget and expected timing. The salesman said it would take about a month to have the doors manufactured and then by end August we would have our doors. <br><br>
The following is a factual documented story that outlines my experience. I tried to be as neutral as possible when documenting. I will give my opinions at the end. <br><br>
Between sale date (end of June) and August 27th, we had not heard a single thing and started to wonder if our doors were going to be in by the promised end of August date. <br><br>
Wednesday August 27 8:39pm
Called salesman to inquire about door installation since August was coming to an end - he said 'good timing' because they wanted to install that Friday (less than 2 days notice - Wednesday night to Friday morning). I wanted to get back to him in morning (so that I could check with work to see if I could get the day off), but he said no, his 'guys' book up quickly and he couldn't guarantee they would be available - I ended up making a decision to take the day off work (thankfully it worked out). <br><br>
Friday August 29
Doors 'installed'. Two installers came by, very nice, did work throughout the day. It took them 9 hours, and by the time they left it was after dark - the caulking was not done right (see attached pictures), the doors were not plumb and therefore they didn't stay open properly in place, they kept swinging back closed. At the time I seemed rushed and did not have time to fully inspect the doors (since it was dark, these guys were there for 9 hours, we wanted to go to bed and wrap up the night, etc.) We signed off and paid full in cash. We received a receipt saying so (important for later, as the salesman called later to receive 'final' payment). <br><br>
Sunday August 31 12:33pm
Called salesman to complain about door not being plumb and swinging and not staying open. Did not connect with him, so I left him a detailed voice message. <br><br>
Monday September 1 10:43am
Salesman called (and left a voicemail) and agreed 100% the doors should be plumb and stay open. He said the installers would be back to fix them, and if I wasn't happy the manufacturer would be sent out. This was pleasing to the ear, as I was happy to see they wanted my 100% satisfaction. <br><br>
Saturday September 5 10:35am
Installer called and said he would come Thursday September 11 at 6:30 to fix doors. I scheduled my day around leaving early to be home before he got there, so he wouldn't be waiting and/or leave. <br><br>
Thursday September 11
Installer did not show up for 6:30 - no notice - I waited an hour and then decided to call. I called salesman and left a message (7:18pm). I called installer, his voice mail was full, so I could not leave a message (7:20pm). No responses or calls from anyone. <br><br>
Friday September 12 @ 6:33pm
Still no responses from anyone. I called installer and got him on the line - he said he was in Lyndsey and couldn't come on Thursday. He said he would come (and promised 100%) on Monday September 15th after 5:30. Again, I arranged my day to be there before he arrived. <br><br>
Monday September 15
Sent a text to installer in the morning to remind him of our arrangement - no response from installer. I was hopeful he would stick to schedule. Installer did not show up at 6:30pm. I called salesman at 7:40pm and left a message to complain and explain what has happened. <br><br>
Tuesday September 16
No response from salesman or installer. I called installer at 4:15pm - he confirmed he could come on Friday September 19th 100% at 8:30am. He said they prefer morning as they work hard and don't feel like going to a second job after the first one. I felt assured that since I was the first job of the day, he would make it in. I had to book the day off work, as they were coming throughout the day. <br><br>
Friday September 19
Installer did not show up. This was another day off work and lost wages. Called Clera main office at 10:22am to let them know I've had enough. I left a message with customer care. <br><br>
Monday September 22
Got a call from customer care from Clera at 3:00pm. She wanted some detailed information (my name, address, name of salesperson and installer, etc.). I called customer care at 3:05pm and left detailed information as requested on her voicemail (seems like no one answers the phones and lets it go to voicemail). I called customer care again at 3:39pm and did not get through. I did not leave a second voicemail. <br><br>
Friday September 26
Called customer care again at 1:20, no answer again... I did not leave a voicemail. I called again at 1:21 and pressed 0. I was immediately put on hold... I was finally put through to the Vice President - I left a voicemail with both of my phone numbers. <br><br>
At 1:40 VP called back. I had a lengthy chat with him and explained all that had happened to date. He committed to resolving the problem but wanted to give the local office until October 3rd to get back to me. He said that since he's paying these people to do work, they should be doing it. <br><br>
At 7:12pm I got a call from salesman and discussed - he said he would confirm next week when the master installer can come to fix the issue or inspect. <br><br>
Between September 26 and October 6
No call or contact from anyone.<br><br>
Monday October 6
Called Clera to talk to VP- still nothing from salesmanor anyone. I talked to operator - she was very rude, would not give me VP's extension. She passed me through twice, put me on hold, spoke to someone else, then said '228' and hung up... I checked the company directory and confirmed it was correct. I left a message with VP to let him know I've not heard from salesman (after first call) to schedule anything. <br><br>
Wednesday October 7
Call from VP at 3:51 - explained that he spoke to salesman and salesman's excuse was that they were busy. VP told him to at least call and schedule a time (not necessarily quickly). Told me to call back if I don't hear anything by Friday October 10th <br><br>
Thursday October 9
Master installer called at 8:41 and said he would come by today to check what can be done about doors. <br><br>
Master installer came by from 10:45 - 11:00, checked doors and said it should be easy to fix (spoke to my wife and my contractor was present). Master installer took notes. <br><br>
Tuesday October 14
Master installer and his partner came from 10:22am to 4:30. Popped out doors completely and fixed. Admitted that the work done was no good. The doors were not sitting on the sill. The master installer said that the 'tape that the original installers used beneath doors is 'illegal' (against code)'. He also mentioned that they used too much insulation. Even the door handle wasn't right and. Master installer fixed it. <br><br>
Master installer did damage the floor (see picture attached of hardwood) because the screen on dinning room left side broke off when they were inserting it. He took the white cover from the bottom and put it on top (he lost one of them). After putting the door in, he realized he didn't screw the bottom of the screen holder and had to cut floor to allow his drill to fit in. See picture. At that point, I just wanted the doors to work, so I let this one go. My contractor will replace the piece of hardwood if we can find a matching piece. This will cost me time and money (I have to pay my contractor now to fix it and buy new hardwood). <br><br>
At the end of the day, I was happy with the doors. They were sitting properly, they were plumb, and the doors stayed put when they were open. <br><br>
Wednesday October 15 at 3:51pm
Salesman called, left a message asking to call back. <br><br>
Thursday October 16 at 9:32 am
Salesman called and we spoke. He asked how the doors were. Explained they were much better. Asked if I wanted to make final payment on the same credit card on file. I told him I paid cash when first installers finished the job and have paperwork and receipt to prove it. I asked if he knew about it (my final payment in cash), he didn't. He said Head Office gets the payment, so he'll check into it.
Have not heard from anyone since...
My overall impression is that I would not use Clera again. I would not recommend them to friends or family. I did everything in my control to ensure the process went well, but sometimes you just can't control the outcome.
Beware. Good luck. Be diligent.
