We recently replaced a dining room window with large sliding glass doors, and chose Clera in part because of the outstanding reviews on this site. While we are happy with the end product, we did not have a positive service experience from our regional team in West Toronto.
Initially, we were impressed with the knowledge and professionalism of the sales rep. We really liked being able to customize the size of the doors and sidelights without a significant cost premium. The doors seem good quality, energy efficient and functional.
It went downhill from there, however. Though we were told the crews work through winter, our project was delayed two months due to the cold weather. Not a big deal with us, but no one called to keep us updated. Nor did anyone tell us how much of a mess to expect during installation or take any step to prevent the inordinate amount of brick and drywall dust that permeated every corner of the main floor, inside closed cupboards, under closed doors and all the way to the second floor -- even with half a dozen of our own tarps set up to contain it. We subsequently learned the opening could have easily been sealed off by the Clera team with a plastic enclosure. Also, despite our voiced concerns, nothing was done to protect our new PVC deck beyond the 4 x 8 plywood we had positioned under the new doors. As a result, it was scratched around the plywood perimeter as the brick and debris hit or bounced to the deck. Finally, we had to withhold money and have the installer back, first to fix the sloppy exterior brick mortaring, and then a second time to remove the mortar residue (see photos, after each visit and final). Our sales person was unprofessional throughout this botched work.
With minor efforts to provide decent customer care and do the job right the first time, this could have been a stronger review.
- Company Response
Dear Jacques, Thank you very much for your feedback and we are glad that you are happy with the end result. Sales Rep should have told you that Cut outs cannot be done in cold weather and you have to wait till the weather gets warmer. We install the job in the month of March and it was still cold and that is why you see the split in the mortar. Sales rep should have explained to you that brick cut outs make a lot of mess and try to understand your requirement of asking for extra protection against dust and charged you for plastic enclosure which he did not. Also, those plastic enclosure are good for internal cutting of drywall cut outs and not sure they will be effective for cutting the bricks. Installers did use the sheets to protect your deck however some debris fell beyond the protective sheet and we apologize for that as installers should have taken more precaution. At the same time, when anyone does any structural change, please expect lots of debris and dust during the renovation. We hope that you enjoy your Clera products for long time and we will spend more time to train our sales team by setting up the proper expectations on every job site specially when dealing with cut outs. Thanks - Clera Admin