Clera Windows + Doors

CHOOSE SOMEWHERE ELSE
Once the job is complete, dont expect to be able to reach Clera for anything; you will be frustrated by the unresponsiveness, the pushback, and the lack of accountability.

GO TO A COMPANY WITH A REPUTATION FOR QUALITY INSTALLATION.
Whether booking Clera Windows and Doors works out for you or not, will depend entirely on who they get to install the product for you. The product itself seems to be on-par (and not beyond) what you are expecting when you are looking to replace your windows. DO NOT BUY THEIR DOORS they wont stand behind them for any reason. They dont manufacture them, and they wont help you resolve any issue if they go wrong.

What good is a quality product with a long warranty, if you will never be able to get your work warrantied, or claim heard?

THE JOB I RECEIVED:
Most promises were also not kept.
Work was promised to begin in October 2022, and didnt begin until March/April of 2023
Work was promised to be done by a specific team of installers who were named and preferred, I instead received a pair of individuals who were abrasive, worked extremely dirty, didnt measure almost anything, and didnt always appear to be willing to do the job that they were there to do. Not everyone who does a job got an A while they were learning these guys were D-class all the way.
A promise to facilitate participation in the governments clean energy grant (which would have nearly cut the cost in half) was simply not done. By the time I realized it, and tried to get the associated audit done myself, it was too late.
All blinds and drapery were promised to fit at the end of the job, as they were mounted prior to the job. Instead, NO blinds or drapery fit at the end of the job.
Nearly all interior trim is made up of off-cuts and un-leveled sections, resulting in varying thicknesses and levels all around.
Screens appear to be very delicate, tearing at the whisper of weather.
Doors and latches didnt line up at job completion.
The installer aggressively rushed the installation, destroyed walls in the process, and installed all windows from the inside only, and without measuring inside and out, as they stated they would. So centering, and proper fitment is a big question mark.
No exterior trim is included, its just caulking everywhere and some of it is already failing both inside and out, just 6 months later.
Promises to return to finish jobs, and make repairs were simply abandoned.

I managed to get a slight reduction in the overall cost, but it was far from what they should have offered for the stress, months where I was unable to reinstall blinds, and resulting product. Ive had to become a sliding door installer, a front door installer, and a window-trim expert just to finish the jobs and fix the issues that were left behind.

I didnt put 10s of thousands aside to spend on aggravation.
Go anywhere else. Your chances will be better if they pride themselves on installation.

Review to be amended after install completed.
Install to happen on Oct 16 23 will provide update
Initially obtaining a quote had a good experience with Johnathan. According to his word and on my written invoice we were given a 5wk turn around.
All in all over 13wks. Their was a brief period of lack of communication but this became improved after my initial review.
My compliments to Anvi & his team. The final install and product went very well. The gentleman were polite and did a fantastic job over a day and a half.
The final product is what I wanted & I am very happy with it.
I'm disappointed I was contacted so many times by sales rep regarding Changing my review with many excuses made for many aspects regarding the sales portion. I finally had.tp block his number so I could obtain freedom.
Upon realizing the front door lock didn't work and my husband's peek holes were forgotten to be installed a text was sent telling my husband this would be "fixed for free if I agreed to change my review "
I finally agreed in an effort to have a locking front door to my home which I went without from Oct 16 to today, Nov 8.
Greatful again that Anvi came by and rectified both issues.
I hold no hostility toward the Clera as a company or Anvi/crew. Thank you for a long term beautiful addition to my home.

TLDR; I regret hiring them. Clera are capable of good work on easy retrofits with the right installer, but in most respects they cannot meet their own publicly-stated standards and they will ghost you when you raise an issue. 14 months and still unfinished.

Job: 1 door + 8 windows.

Let me begin with the positives.
1. One of the two installers was respectful, efficient, and extremely clean. Did a flawless install of 5 retrofit windows by himself in one day and a door on day two, and left no evidence he was ever there. I am happy with his work.
2. I was impressed by Branch 56's planning approach on two difficult windows: they really took their time weighing different options and getting advice from multiple sources (branch manager, project manager, installer, and master carpenter) and they involved me every step of those decisions.
3. Customer service manager initially jumped into action when I first raised my complaints about Branch 56's other work. She got me answers when the branch wouldn't.
4. I greatly respect the Installation Manager and honestly wish he'd managed my project from the beginning.

That's about all the good things I have to say. Everything else about this job has been and continues to be a nightmare.

1. Design flaws (not installer's fault). a) Clera's horizontal double sliding windows need two hands to close (closing one side pulls the other open so you need to hold one shut while you move the other) so I recommend you don't get a double sliding wider than your arm span. b) their single-hung window does not contain the same security locks that are on all their double hung and double sliding windows.
2. Uneven gaps in sash on fixed section of bay window. These corners aren't mitered, but every other window sash is, including the fixed section of the single-hung.
3. The door took 8 months, and arrived damaged. Damage deemed too insignificant to put through warranty for repair.
4. Two double-hung windows were missing the bug screens, which were ordered and installed after-the-fact.
5. Caulking/Putty work by second installer is chunky and has holes. Photo attached. Note, Clera's Quality Control Checklist on their website states "Is the caulking on the exterior neatly applied and of good quality?". Failed.
6. Bay Window exterior capping has major gaps, large enough for animals to get in. Photo attached. Note, Clera's Quality Control Checklist states "Is the window properly capped on the exterior?". Failed.
7. Bay roof is dented. Note it's metal, despite Clera's brochure photos showing with a shingled roof. Sales Rep and Project Manager never bothered to discuss this difference in their advertised work versus what they do in real life, they just did metal without consulting me. Note it is the buyer's right under the Direct Sales Agreement to provide authorization over materials.
8. Ugly/cheap interior casing. Again, I was not consulted on this material choice.
9. Bay window amateur exterior wall. Attached photo speaks for itself--this is what you'll get from Clera, not what's in their brochures. They came completely unprepared for this install. They did not discuss ahead of time how they planned to address the wall build (previously there was a sliding door here). I happened to have siding on hand which I gave them, but they made no effort to hide the original opening. They also shockingly installed it with screws (you don't do that with vinyl and they should know better). Note Clera Quality Control Checklist states "Is it aesthetically pleasing?".
10. Bay window incorrect projection ordered. Does not line up with my interior wall (photo attached). This was originally installed in Dec 2022, and branch manager could not explain why it was "inset" and didn't understand why I was surprised. After months of chasing customer service they finally sent their Installation Manager out in July 2023, and he determined the branch manager ordered the wrong projection (i.e. the bay depth).
11. Rail/guide covers were cracked during install on 2 windows. Branch manager replaced one, and claimed the second was "a pain" to fix. When the Installation Manager came in July he replaced it on the spot and told me the branch manager doesn't know what he's talking about.
12. Installation Manager's main reason for onsite was to address the window being installed off-centre in the opening. Measuring from trim to wall showed it was off-centre by 3/4 inch. Branch manager said they'll only fix if it's over an inch out. Installation manager took the trim off and measured everything. It's actually only off by 1/8 inch, which he deemed too insignificant to fix. He determined the trim is installed wrong and unevenly, hence it appears more off-centre than it is. Promised they will correct that. Photo attached of how the Installation Manager left it.
13. Personnel issues and unreliability. The Project manager, who I was led to believe worked for Clera, was actually the branch manager's stepson and unaffiliated with Clera at all. I discussed the job at length with him and he went on leave (without telling me he was away) and after 2 months silence I realized he'd communicated nothing about the job to the branch manager. I had zero recourse with Clera about the job not going as discussed, because this guy isn't affiliated with them. Then, the branch manager went on leave, once again without telling me and once again nothing had been communicated with head office so I had to start over A THIRD TIME, now with the Installation Manager. The Vice President has been copied on all email correspondence and not once has he acknowledged or responded in any way to my concerns. The Installation Manager's last email to me was 5 weeks ago and he stated he's waiting for confirmation regarding resolutions from management. The customer service manager also went on leave for several weeks and no progress was made in her absence, and she has not acknowledged my follow-ups since her return in any way.

I withheld this review for months, trying to give Clera a chance to right their wrongs and uphold their publicly-stated standards. But I have now lost all trust in this company. They will violate their own legal commitments, fail to meet their quality control standards, and will ignore you when you call them out on it. I cannot in good conscience recommend Clera to anyone, even if they are offering a discount don't do it. It's not worth it.

Edited to reflect 4 photo limit.

We chose the Clera team to replace most of our house windows 7 years ago based on the "Lifetime" warranty, the sales & installation teams were great.

In 2020 & 2022 the window locks & pins began to fail (can't open the window) which Clera eventually fixed after many calls.

We now have the lock failure again on the same window which is a child's room on the 2nd floor, they cannot open their window.

After many calls again, Clera's response was to offer to ship the replacement part and I install it. In my opinion there is an issue with the product/installation and Clera should be inspecting the window to find out why it continues to have this issue and repair it once and for all.

POST COMPANY RESPONSE
A Clera representative has committed to rectifying our issue.

I choose this company as per reviews of many friends
The sales guy Gihan was very knowledgeable and responding quickly to questions and concerns
Windows are top notch as advertised

Kyle and his crew were polite, patient and efficient throughout the whole process. The initial quote was accurate (no hidden surprises) and the work was completed neatly and on time. I am very pleased with my new window and plan to go ahead with a further 2 installations based on this positive experience.
I would highly recommend Clera Widows as a reputable and honest company with an excellent product and well trained and pleasant staff.

Very satisfied with our windows and installation from Jeff and his partner. He explained everything and they were very kind and courteous during the installation process. Would highly recommend

We are beyond thrilled with our new windows and doors. Gihan is clearly an expert in the area, gave great advice that helped guide our decisions, and was responsive throughout the process. The installers were meticulous. My parents used this company (different branch) for their new windows and had a similarly positive experience throughout.

I am so pleased with the windows we just got installed this summer. Vito and Steve are so professional and genuine with their advice. The work was done in a timely manner and the quality of the windows were impeccable. When the Auditor came back to check the work and air pressure he was so impressed with the work as well. Thank you Vito and Steve for your invaluable service. I have already referred my friend to Steve and would definitely recommend to anyone else also.

Great customer service. Good quality windows. Fast and clean install. No hassle warranty on products.