Leah

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.